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QRadar: Report cases and support policies

Question & Answer


Question

This article informs administrators about QRadar® Support policies. QRadar Support assists administrators to investigate and correct software defects related to reports. This document outlines out-of-scope work for report cases and the responsibilities of the QRadar administrator. 

Answer

Responsibilities for Report cases

The QRadar® Administration guide gives administrators guidance on how to configure reports, send reports and troubleshooting aggregated data views.

Support type Description Responsibility
Reports assistance and error support
Administrators can use QRadar technical support to assist administrators with their reports when there is an error or the report is not working as documented in the administrator's guide. For example, QRadar Support can:
  • Investigate whether a report is working as designed.
  • Explain or verify documentation on reports.
  • Verify that QRadar mail service is working as designed.
  • Troubleshoot and resolve errors.
  • Confirm and resolve if there is an issue with an aggregated data view.
  • Take cases to confirm and resolve report errors caused by defects.
  • Take cases to confirm or explain errors in QRadar logs.
 QRadar technical support

To open a case or address a report error, contact QRadar technical support
Out-of-scope for QRadar Support
Administrators are responsible for their report configurations. QRadar Support reserves the right to close cases where report issues are out of scope for support:
  1. Create or modify reports.
  2. Create searches that generate the report.
  3. Re-create missing aggregate data for a scheduled search.
  4. Configure users to receive reports.
  5. Resolve network issues that prevent reports from being emailed, such as
    • Firewall issues
    • Router issues
    • Cables issues
    • Latency issues
    • Email server
  6. Assist administrators tuning Reports.
  7. Cleaning up errors caused by loading too many aggregate data views.
Resources:

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Document Information

Modified date:
14 December 2021

UID

ibm16491917

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