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QRadar: Custom certificate creation and support policies

Question & Answer


Question

This article informs administrators about QRadar® Support policies and out-of-scope work for custom certificate creation for HTTPS or HTTPd certificate cases and the responsibilities of the QRadar administrator. 

Answer

Responsibilities for custom certificate creation issues

Secure Sockets Layer (SSL) is an industry standard security protocol that is used by websites to protect online transactions. SSL provides communication privacy so that client or server applications can communicate in a way that is designed to prevent eavesdropping, tampering, and message forgery. To generate an SSL link, a web server requires an SSL certificate. SSL certificates are issued by internal or trusted third-party certifying authorities. Browsers and operating systems include a preinstalled list of trusted certificates, which are installed in the Trusted Root certificate authorities store. For more information, see SSL Certificates.
Support type Description Responsibility
Custom certificate support
QRadar technical support teams can assist administrators with errors, questions, and issues for deflection content on the following topics:
  1. Tomcat errors or browser errors after creating the certificate, support determines the cause and directs the client how to re-create the certificate.
  2. Support can assist administrators to determine whether there is an error in our certificate utilities.
  3. Support can assist administrators with reverting to certificates generated by the QRadar local certificate authority (CA).
  4. Ensuring certificates are properly added to the QRadar® environment based on the documentation.
  5. Advising customers on the format that SSL certificates used based on the QRadar® documentation.
  6. Confirm the correct host information is included in the HTTPS or HTTPd certificate.
  7. Confirm what ciphers supported by QRadar verisons.
QRadar technical support

To open a case or report an error on a custom certificate for HTTPS or HTTPd, 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. Generating or Installing custom certificates.
  2. Providing recommendations for certificates generation parameters.
  3. Custom HTTPS or HTTPd certificates installed that are not verifying by using OpenSSL.
  4. Expired certificates.
  5. Improperly signed certificates.
For certificate-related issues that fall outside the scope of the Technical Support team, Customers can:
  1. Approach and seek the services of IBM Security Expert Labs.
  2. Administrators can contact their certificate authority for certificates needed and ensure the certificate format is correct. Refer to the documentation requirements on certificates: Using certificates that are signed by an internal certificate authority.
  3. Administrators need to engage their network or system administrator to ensure they have the proper SSL certificates to implement with QRadar.
  4. Administrators need to endure their certificates are not expired.
  5. Custom HTTPS or HTTPd certificates installed that are not verifying by using OpenSSL, the customer needs to contact their network administrator or systems administrator to troubleshoot the issue.

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Document Information

Modified date:
29 June 2021

UID

ibm16428221