IBM Support

QRadar: Duty Managers and support case escalations

Question & Answer


Question

QRadar users who have severity 1 urgent cases or business impacting software issues can request a duty manager to assist with your support case. Duty managers assist customers with critical issues or escalations when you require urgent help from the QRadar Support Team.

Answer

Select a tab for information about QRadar Duty Managers.

To request a QRadar Duty Manager

It is important to update your case history, then call IBM Support to escalate your QRadar case to a Duty Manager.
  1. Update your case to a Severity 1 issue and describe the problem with your contact information.
    • Example
      1. View your open cases.
        Note: If you cannot view the case for your Severity 1 issue, the Duty Manager can attempt to look up your case information.
      2. Click on your case number.
      3. Update the Severity field in your case and click Save.
        image 7841
      4. In the Case History field, explain the business impact of the issue and include your contact information
      5. Click Post Comment to update your case.

        Sample comment
        I need urgent assistance for my case. An appliance restart issue is impacting our business and we need a support representative to assist our team. I can be reached at 555-555-5555 or you can contact my colleague at 555-555-6666 if my line is busy.

        Importance
        Adding your contact information ensures we contact the correct team member who requested the Duty Manager. If you or your alternate contact cannot be reached, the Duty Manager can review your concerns in your updated case notes until you or your alternate contact is free to discuss your issue.
  2. Call the IBM Support help desk and request the QRadar Duty Manager.
    • Example
      1. Call IBM Support.
      2. When the Support Engineer answers, request the QRadar Duty Manager.
        For example, I need to request the QRadar Duty Manager for my case.
      3. The Support Engineer will transfer you to the Duty Manager phone line.
      4. The Duty Manager will ask you to confirm your case number (TSxxxxxxxx).
        Note: If all Duty Managers are on calls, you might be directed to voice mail. Leave a message with your case number and contact information to receive a call back. If you cannot access or view the case number for your Severity 1 issue, the Duty Manager can attempt to look up your case information using your company name or IBM Customer Number (ICN). 
Important: If you previously worked with a QRadar Duty Manager or Support Manager, calling a manager directly can delay your case. Duty Managers rotate weekly and assign engineers to cases for severity 1 assistance. To ensure urgent requests are handled properly, users must contact the QRadar Duty Manager from the IBM Support phone number.
 

About Duty Managers

Duty Managers are on-call QRadar Support Managers who are available 24x7 to escalate Severity 1 issues when a QRadar customer needs immediate assistance or assist with any concerns related to a case or workaround.

Common reasons to request a Duty Manager:

  1. The issue impacts your day-to-day business and requires urgent attention (escalations). 
  2. Your case is not advancing or resolved appropriately.
  3. Issues or complaints about your case or a QRadar Support Engineer.
     

Case status is 'Awaiting your feedback'

Cases with a status of 'Awaiting your feedback' might not be able to proceed if new logs or additional information is required by IBM QRadar Support. If you are unsure how to proceed, you can update your case to request a video conference (WebEx) with a support representative to collect the required data. If the status is 'Waiting on IBM' or 'IBM is Working', customers can contact the Duty Manager to get an update on your existing severity 1 case or provide information if the issue worsens.

If your case is 'Awaiting your feedback' and you need priority assistance:

  1. Update your case severity describe any issues collecting data requested by the support engineer.
  2. Call the IBM Support help desk and request the QRadar Duty Manager.


image 7843
Fig 1: A typical case cycle changes status between IBM and the user as we investigate and attempt to determine root cause.

In the example above, if IBM requests additional information the status is assigned to "Awaiting your feedback". As QRadar Support works to investigate the issue, the status can change from Waiting on IBM to Awaiting your feedback. At any time during this process, a user has the right a to request additional assistance for urgent, severity 1 issues from QRadar Support Management. We refer to this process as requesting a "Duty Manager". The QRadar Duty Manager is a 24x7 on-call QRadar Support Manager who can assist with a critical problem or escalation. Duty Managers are resources intended to help resolve urgent issues and can elevate your case within the QRadar Support Team or reassign workload as required within the support organization.

I am an IBM employee and my client needs escalation assistance

QRadar Duty Managers can assist IBM Sales representatives, IBM Sales Engineers, or IBM Managed Services with urgent case issues. IBM employees requesting help for their clients are expected to call the IBM Support Line and request a transfer to the QRadar Duty Manager for urgent case assistance.

  1. Inform your client to update the case to a Severity 1 issue.
    • Example
      1. View your open cases.
      2. Click on your case number.
      3. Update the Severity field in your case and click Save.
        image 7841
      4. In the Case History field, explain the business impact of the issue and include your contact information
      5. Click Post Comment to update your case.

        Sample comment
        I need urgent assistance for my  case. An appliance restart issue is impacting our business and we need a support representative to assist our team. I can be reached at 555-555-5555 or you can contact my client at 555-555-6666 if my line is busy. I have reached out to our IBM Sales contact for assistance (IBM employee name) to request an escalation.
         
  2. Get the case number (TSxxxxxxxxx) from your client.
     
  3. Call the IBM Support help desk for your client and request the QRadar Duty Manager.
    • Example
      1. Call IBM Support.
      2. When the Support Engineer answers, request the QRadar Duty Manager.
        For example, I need to request the QRadar Duty Manager for urgent assistance on my client's case.
      3. The Support Engineer will transfer you to the Duty Manager phone line.
      4. The Duty Manager will ask you to confirm your case number.
        Note: If all Duty Managers are on calls, you might be directed to voice mail. Leave a message with your case number and contact information to receive a call back. If your client did not provide the case number for the issue, the Duty Manager can attempt to look up the case information using the company name or IBM Customer Number (ICN) and problem description. Providing a case number can help speed up response time to your client's requests.
Important: If you previously worked with a QRadar Duty Manager or Support Manager, emailing or requesting assistance via Slack can delay case response time. Duty managers rotate weekly and assign engineers to severity 1 issues for urgent case assistance. To ensure urgent requests are handled properly, IBM employees must contact the QRadar Duty Manager from the IBM Support phone number.

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Document Information

Modified date:
18 February 2021

UID

swg22017009