{"id":15367,"date":"2022-11-28T14:35:34","date_gmt":"2022-11-28T14:35:34","guid":{"rendered":"https:\/\/www.ibm.com\/community\/qradar\/?page_id=15367"},"modified":"2024-07-26T22:03:07","modified_gmt":"2024-07-26T22:03:07","slug":"support","status":"publish","type":"page","link":"https:\/\/www.ibm.com\/community\/101\/soar\/support\/","title":{"rendered":"SOAR Support"},"content":{"rendered":"<p>              <!-- web components --><br \/>\n              <script type=\"module\" src=\"https:\/\/1.www.s81c.com\/common\/carbon-for-ibm-dotcom\/tag\/v1\/latest\/tabs-extended.min.js\"><\/script>\n              <link rel=\"stylesheet\" href=\"https:\/\/1.www.s81c.com\/common\/carbon-for-ibm-dotcom\/tag\/v1\/canary\/plex.css\" \/>\n              <link rel=\"stylesheet\" href=\"https:\/\/1.www.s81c.com\/common\/carbon-for-ibm-dotcom\/tag\/v1\/canary\/grid.css\" \/>\n              <script type=\"module\" 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bx--no-gutter\">\n                <!---------- header ---------><\/p>\n<div class=\"bx--row\">\n                  <dds-leadspace alt=\"alt text\" size=\"medium\">\n                    <dds-leadspace-heading>Support Assistance<\/dds-leadspace-heading>\n                    QRadar SOAR Support Team resources for technical help, case policies, and other information for client assistance. <dds-button-group slot=\"action\">\n                      <dds-button-group-item target=\"_blank\" href=\"https:\/\/www.ibm.com\/support\/pages\/node\/6841003\">\n                        Case Escalation\n                      <\/dds-button-group-item>\n                      <dds-button-group-item target=\"_blank\" href=\"https:\/\/www.ibm.com\/support\/pages\/node\/6840739\">\n                        Severity 1 Case Policy\n                      <\/dds-button-group-item>\n                    <\/dds-button-group>\n                    <dds-background-media mobile-position=\"\" alt=\"Image alt text\" default-src=\"https:\/\/www.ibm.com\/community\/101\/wp-content\/uploads\/sites\/5\/2022\/11\/Untitled_Artwork-15-scaled.jpg\">\n                    <\/dds-background-media>\n                  <\/dds-leadspace>\n                <\/div>\n<p>                <!------ Navigation ------->\n                <dds-table-of-contents toc-layout=\"horizontal\">\n<div class=\"bx--tableofcontents-horizontal__contents\">\n<p>                    <a name=\"1\" data-title=\"About SOAR Support\"><\/a><br \/>\n                    <!---------- Plain boxes ---------><\/p>\n<div id=\"tn\" class=\"bx--row\" style=\"margin: 5rem 0;\">\n<div class=\"bx--col-sm-16 bx--col-lg-4\">\n<h3>About SOAR Support<\/h3>\n<p>\n                        View our product-specific support information.\n                      <\/div>\n<div class=\"bx--col-sm-4 bx--col-lg-12\">\n                        <dds-card-group>\n                          <dds-card-group-item cta-type=\"local\" href=\"https:\/\/www.ibm.com\/support\/pages\/node\/1425309\">\n                            <dds-card-heading>MustGather: General information to collect for IBM Security SOAR Support\n                            <\/dds-card-heading>\n                            <dds-card-cta-footer slot=\"footer\" target=\"_blank\">\n                            <\/dds-card-cta-footer>\n                          <\/dds-card-group-item>\n                          <dds-card-group-item cta-type=\"local\" href=\"https:\/\/www.ibm.com\/support\/pages\/node\/6350095\">\n                            <dds-card-heading>IBM Security QRadar SOAR &#8211; About IBM Security QRadar SOAR support\n                            <\/dds-card-heading>\n                            <dds-card-cta-footer slot=\"footer\" target=\"_blank\">\n                            <\/dds-card-cta-footer>\n                          <\/dds-card-group-item>\n                          <dds-card-group-item cta-type=\"local\" href=\"https:\/\/www.ibm.com\/support\/pages\/node\/6839509\">\n                            <dds-card-heading>IBM QRadar SOAR: How to open and manage cases\n                            <\/dds-card-heading>\n                            <dds-card-cta-footer slot=\"footer\" target=\"_blank\">\n                            <\/dds-card-cta-footer>\n                          <\/dds-card-group-item>\n                          <dds-card-group-item cta-type=\"local\" href=\"https:\/\/www.ibm.com\/support\/pages\/node\/6839511\">\n                            <dds-card-heading>IBM QRadar SOAR: Sharing cases with team members\n                            <\/dds-card-heading>\n                            <dds-card-cta-footer slot=\"footer\" target=\"_blank\">\n                            <\/dds-card-cta-footer>\n                          <\/dds-card-group-item>\n                          <dds-card-group-item cta-type=\"local\" href=\"https:\/\/www.ibm.com\/support\/pages\/node\/6839515\">\n          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          <!------- Searchbar -------><\/p>\n<div id=\"tn\" class=\"bx--row\" style=\"margin: 2rem 0\">\n<div class=\"bx--col-sm-16 bx--col-lg-4\">\n<h3 style=\"margin: auto; \/*! font-weight: bold; *\/\">QRadar SOAR Support Policies<\/h3>\n<p><\/p>\n<p>Support Policies to define what is In-Scope and Out-of-Scope when raising a case with Support.<\/p>\n<\/p><\/div>\n<div class=\"bx--col-sm-4 bx--col-lg-12\">\n<section role=\"region\" id=\"policy\" class=\"ibm-duo-band ibm-background-gray-100\" style=\"background-color: #ffffff\">\n<div>\n<div class=\"ibm-grid-container ibm-widget-processed ibm-sameheight-processed\" data-widget=\"setsameheight\" data-always=\"true\" data-excludesmallgrid=\"true\"\n                              data-items=\".ibm-card .ibm-blocklink\"><\/p>\n<div id=\"sampleDropdown\" class=\"ibm-col-12-12 ibm-padding-top-1\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section><\/div>\n<\/p><\/div>\n<p>                    <a name=\"3\" data-title=\"Explore\"><\/a><br \/>\n                    <!--------- Explore CA ---------><\/p>\n<div id=\"tn\" class=\"bx--row\" style=\"margin: 5rem 0\">\n<div class=\"bx--col-sm-16 bx--col-lg-16\">\n                        <dds-card-group id=\"explore-cards\" style=\"--dds--card-group--cards-in-row: 4\">\n                          <bx-tile style=\"color: #000000; background-color: white\"><\/p>\n<h3>Explore SOAR 101<\/h3>\n<p>                          <\/bx-tile><\/p>\n<dds-card class=\"explore-boxes\" pictogram-placement=\"top\" href=\"https:\/\/www.ibm.com\/community\/101\/soar\/\" color-scheme=\"\" data-autoid=\"dds--card\" size=\"\">\n                            <dds-card-heading role=\"heading\" aria-level=\"3\" data-autoid=\"dds--card-heading\" slot=\"heading\"><!---->SOAR home<!----><\/dds-card-heading>\n<p><!---->Return to the SOAR 101 homepage<!----><\/p>\n<p>                            <svg slot=\"pictogram\" focusable=\"false\" preserveAspectRatio=\"xMidYMid meet\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" data-autoid=\"dds--card__pictogram\"\n                              aria-label=\"Pictogram description\" width=\"64\" height=\"64\" viewBox=\"0 0 32 32\" role=\"img\" class=\"bx--card__pictogram\">\n                              <path id=\"home--front_1_\" d=\"M31,31.36H1v-0.72h1.64V19h0.72v11.64h9.28V19c0-0.199,0.161-0.36,0.36-0.36h6\n                                                                        \tc0.199,0,0.36,0.161,0.36,0.36v11.64h9.279V19h0.721v11.64H31V31.36z M13.36,30.64h5.28V19.36h-5.28\n                                                                        \tC13.36,19.36,13.36,30.64,13.36,30.64z M13,16.363v-0.72l6-0.003v0.72L13,16.363z M30.745,16.254L16,1.509L1.254,16.254\n                                                                        \tl-0.509-0.509l15-15c0.141-0.141,0.368-0.141,0.509,0L28.64,13.131V9h0.721v4.851l1.895,1.895L30.745,16.254z\" \/>\n                              <rect id=\"_Transparent_Rectangle\" style=\"fill:none;\" width=\"32\" height=\"32\" \/>\n                            <\/svg>\n                            <dds-card-footer>\n                          <\/dds-card>\n<dds-card class=\"explore-boxes\" pictogram-placement=\"top\" href=\"https:\/\/www.ibm.com\/community\/101\/soar\/technotes\/\" color-scheme=\"\" data-autoid=\"dds--card\" size=\"\">\n                            <dds-card-heading role=\"heading\" aria-level=\"3\" data-autoid=\"dds--card-heading\" slot=\"heading\"><!---->Technotes<!----><\/dds-card-heading>\n<p><!---->Browse a directory of our technical notes<!----><\/p>\n<p>                            <svg slot=\"pictogram\" focusable=\"false\" preserveAspectRatio=\"xMidYMid meet\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" data-autoid=\"dds--card__pictogram\"\n                              aria-label=\"Pictogram description\" width=\"64\" height=\"64\" viewBox=\"0 0 32 32\" role=\"img\" class=\"bx--card__pictogram\">\n                              <path id=\"desktop_1_\" 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color-scheme=\"\" data-autoid=\"dds--card\" size=\"\">\n                            <dds-card-heading role=\"heading\" aria-level=\"3\" data-autoid=\"dds--card-heading\" slot=\"heading\"><!---->Applications<!----><\/dds-card-heading>\n<p><!---->Get support for SOAR applications<!----><\/p>\n<p>                            <svg slot=\"pictogram\" focusable=\"false\" preserveAspectRatio=\"xMidYMid meet\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" data-autoid=\"dds--card__pictogram\"\n                              aria-label=\"Pictogram description\" width=\"64\" height=\"64\" viewBox=\"0 0 32 32\" role=\"img\" class=\"bx--card__pictogram\">\n                              <path id=\"desktop_1_\" d=\"M25.128,31.48c-1.653,0-3.285-0.644-4.505-1.862c-1.697-1.698-2.29-4.224-1.542-6.493L8.874,12.92\n      c-2.271,0.747-4.794,0.153-6.491-1.543c-1.904-1.903-2.404-4.813-1.244-7.24c0.05-0.105,0.148-0.18,0.264-0.2\n      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