Question & Answer
Question
This article informs administrators about QRadar® Support policies. QRadar Support assists administrators to investigate and correct software defects related to undocumented protocols or log source configurations where users deviate from the DSM Configuration Guide. This document outlines out-of-scope work for undocumented protocol cases and the responsibilities of the QRadar administrator.
Answer
Responsibilities for undocumented protocols
The QRadar® DSM Configuration Guide outlines supported protocols to collect event data for hundreds of security products. IBM QRadar Support team does not take cases related to undocumented protocols as the configurations are not internally tested or documented. If you use an undocumented protocol to collect and process events, your data might display or be formatted differently from what a documented DSM Log Source type expects. Parsing might not work for the DSM if it receives events from an undocumented protocol.
Support type | Description | Responsibility |
Undocumented protocol assistance and error support |
Administrators can use QRadar technical support to confirm the protocol is functional for the documented products as outlined in the DSM Configuration Guide.
Example:
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QRadar technical support To open a case or report an undocumented Log Source error, contact QRadar technical support |
Out-of-scope for QRadar Support |
Administrators are responsible their undocumented protocol configurations. QRadar Support reserves the right to close cases where DSM Configurations use undocumented protocols.
The following activities are considered out-of-scope for technical support:
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Document Information
Modified date:
08 June 2021
UID
ibm16427761