Question & Answer
How do I resolve a hardware problem with a QRadar appliance and what are my responsibilities?
When you purchase an IBM appliance, you receive a 1-year warranty including standard support. You may have the option to purchase 4 additional years of Appliance support. Standard Support includes the ability to submit support requests 24/7 electronically or by phone. Requests defined as Critical will be responded to within 2 hours 24/7, whereas non-Critical requests will be responded to within 2 business hours. Hardware support associated with the appliance is available during local business hours only.
If you require hardware support outside normal business hours, consider purchasing Business Critical Support, which includes remote support 24 hours a day, 7 days a week. Since IBM support requires all failing parts replaced by IBM, to be returned to IBM. You may want to consider purchasing the optional Hard Drive Retention offering. This allows you to keep the failing hard drive that is replaced by IBM.
Appliance Hardware Support
When a hardware issue is suspected, it is your responsibility to provide a DSA (Dynamic System Analysis) for Lenovo manufactured appliances or the information requested by IBM QRadar Support for Dell appliances. You also need to supply this information to receive parts or remote service.
Appliance 4-digit Machine Type
For example, 4280,4531,4412
Serial Number of the Appliance
For example, a 7-digit value usually starting with 78_____
Customer Contact Name
Customer Phone Number
Customer Email Address
Impact on business
Machine Location Information Street Address
Building Number, Floor Office
Local Machine Contact Name if Different from Customer Name
Local Machine Contact phone #
Local Machine Contact email address
When working a hardware case, it is preferred to have a remote management module such as an IMM or iDRAC available. The remote management module allows access to the system should a reboot be required.
Using your own hardware
If you are using your own hardware, you must purchase a QRadar license and an RHEL license and follow the recommended hardware specifications for each type of Appliance. When using your own hardware, you must contact your vendor for any updates or hardware issues. For more information, see QRadar Software Configuration.
- To determine the appliance manufacturer, model and serial number, see How to determine if an appliance is Lenovo X-series or Dell.
- To locate the latest software for your Lenovo appliances, see the QRadar firmware version list.
- For Dell Firmware refer to Updating Firmware and Drivers on Dell EMC PowerEdge Servers .
- For more information on appliances please refer to the IBM Appliance Support Handbook .
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25 November 2020