QRadar EDR (formerly ReaQta) SaaS: Support Frequently Asked Questions (FAQ)

General Page

The page is a FAQ to address the most common questions about QRadar EDR® (formerly ReaQta) SaaS, the common processes, and resources available.

Question & Answer

Question

How do you work with QRadar EDR® (formerly ReaQta) SaaS and are there common processes you should be aware of?

Answer

For readability, the content in this technical note is divided in to categories. If you are unsure of a process or need clarification, ReaQta on SaaS users can open a support case for more assistance.

Contacting ReaQta Support

Information about the Support Process, how to engage it can be consulted in the following page Product Support Details for IBM Security ReaQta.

Getting started with IBM Support

Refer to the following important information and links to get you started with IBM Support:

The IBM Support Guide is the primary resource providing you with guidance and instructions to engage with IBM Support in order to obtain assistance with your purchased IBM products.
For Administrators, non-Administrators, and all other users, reference the following:
- Getting Started and Quick Links
- What is my IBM Customer Number?
- eCustomer Care team (Assistance with Customer Numbers)
- IBM Support Site Registration
- Managing Your Support Account Access
- Open & Manage Support Cases
- Searching the IBM Support Site
- Frequently asked questions
See IBM Security ReaQta Support Details Page for product-specific variances in support. Providing contact information, hours of operation, severity definitions, and escalation directions.
To open a case with IBM Support, you must have an IBMid, and is added to your company's Customer Account (ICN) within IBM. You are then ready to go to IBM Support to open your case.

Where I can find the ReaQta product documentation

ReaQta documentation can be consulted at the following Dedicated Page.

Where I can check all the Known Issues and get notified once they are solved?

ReaQta defects are listed as "Known Issue" whose full list is available in the Product Defect Page.

ReaQta technical articles

Get more insights and details about ReaQta and its day to day use through ReaQta Technical articles.

As a customer, where do I go to see the release ReaQta announcements for upcoming ReaQta releases?

Announcements about product upgrades are done through IBM Community.

How I can open the .zip file that contains the login password if I am getting an error?

You need to use third-party tools that support advanced compression and encryption methods to extract the files successfully. For more information, check the following Technote.

Is ReaQta integrated with QRadar?

Yes, through QRadar DSM that can be downloaded from Fix Central and configured as described in the following instructions.

Does ReaQta support REST API integration?

Yes, a step-by-step guide on how to use the API integration can be consulted here.

Which Operating Systems are supported by the Agents?

A list of available, Agent supported Operating System is available in the System Requirements section.

How can I download the Agents?

The Agents are available within the Dashboard instance itself, for further instructions, check the following Technote.

Further questions about Agents, their capability, deployment types supported, and general architecture

List of frequently asked questions about agent, anti-malware, backend, frontend, general information about how ReaQta works, and general troubleshooting steps can be consulted at the following technote called QRadar EDR (formerly ReaQta): Common product questions.

Contacting your Sales representative

Support might not be able to discuss aspects of your ReaQta® SaaS deployment that relate to license changes, cost, or subscription changes, or trials as these questions are handled by IBM Sales. If you need to contact IBM Sales, you can select one of the following methods:

Contact IBM for general product inquiries or assistance: contact IBM.
Navigate to IBM Security website and click Lets Talk.

How do I submit an RFE (Request for Enhancements) about ReaQta

To create your RFE for ReaQta® SaaS, reach IBM Ideas login by using your IBMid and select "Add new idea".

How I can subscribe to get notified about Product Alerts, New Articles, Flash news?

You can setup My Notifications by following the How To guide.

Where I can find the Product resources such as My Notifications, Handbook, Technical Articles?

In the Product Resources page, you can easily reach My Notifications, Handbook, Technotes, and propose product enhancements.

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