IBM Support

QRadar: Monitoring application installations and support policies

Question & Answer


Question

Does IBM® Support monitor application installations and uninstallations? This document outlines out-of-scope work for monitoring application installation or uninstallation cases and the responsibilities of the QRadar® administrator. 

Answer

Responsibilities for monitoring application installs

QRadar Support assists users to diagnose, fix, or report software issues to development teams. QRadar Support does not assist with monitoring or upgrades for applications. All apps on the exchange go through an app validation process, confirming that the apps can be installed without causing issues to the core QRadar product. QRadar® Support recommends installing only apps available from the IBM App Exchange.

Support type Description Responsibility
Support for monitoring app installs QRadar® technical support teams can assist administrators with errors, questions, and issues, but do not assist with installing apps for users. QRadar Support can:
  1. Troubleshoot install or uninstall errors on IBM validated apps or third-party applications.
  2. Provide application logs and troubleshoot issue for QRadar on Cloud administrators when app installation issues occur.
  3. Troubleshoot any application framework or service issues in QRadar. For example, tabs in the user interface display blank pages for an installed application.
  4. Troubleshooting app containers to API connectivity issues.
 QRadar technical support

To open a case or report an issue, contact QRadar technical support.
Out-of-scope for QRadar Support The following activities are considered out-of-scope for technical support cases:
  1. Cases where administrators request that support monitors the status of an application installation or upgrade. 
  2. Request to install applications for administrators when no error message or logs were provided. For example, "I need help with installing the following applications, see the attached list.
  3. For each app on the IBM® App Exchange®, documentation is available to help administrators install and uninstall IBM and third-party apps.

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Document Information

Modified date:
29 June 2021

UID

ibm16427827

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