IBM Support

QRadar: How to questions

Question & Answer


Question

In certain instances, administrators might ask QRadar® Support about how to questions. This document outlines out-of-scope work for how to questions on apps cases and the responsibilities of the QRadar administrator. 

Answer

How to questions

IBM security support helps customers resolve issues where supported aspects of QRadar are not working as designed. IBM Security Support can help customers with supported documentation and does not do research or answers general questions outside of the QRadar product.
Support type Description Responsibility
How to questions
QRadar technical support teams can assist clients to discuss and answer basic questions regarding product functionality. QRadar Support can:
  1. Discuss the user interface, settings, or clarify procedures in IBM Documentation.
  2. Explain QRadar errors to users.
  3. Provide links to IBM Documentation or QRadar Support Technical Notes.
 QRadar technical support

To open a case or report an error, contact QRadar technical support.
 
Out-of-scope for QRadar Support
The following topics are considered out-of-scope for technical support. QRadar Support reserves the right to close cases related to the following issues:
  1. Discuss product design and development, software release schedules, app design, app development, or tuning related questions are considered out-of-scope work for customer cases.
  2. Questions that are unique to the user's environment are out-of-scope for IBM® QRadar® support. For example, "How do I configure jumbo packets for large UDP payloads on my network switch?"
  3. Discuss Business Partner (third-party) application features or functionality.
  4. Discuss security policy or security coverage for searches, rules, or reports.
  5. Answer how to questions related to customization or templates in the Red Hat Enterprise operating system. For example, "How to do update network templates to customize interface names in Red Hat Enterprise?"
     
Administrators can seek help from these resources:
  1. Product documentation available at IBM® documentation and on the IBM® App Exchange® for all the QRadar Applications.
  2. Undocumented questions or use cases are out of scope for IBM® QRadar® support; however, users can discuss functions or questions in the IBM QRadar forum.
  3. If customers still need assistance or have questions, contact the IBM Security® Expert Labs.
 

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Document Information

Modified date:
29 June 2021

UID

ibm16427833

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