IBM Support

QRadar: Firmware issues and support policies

Question & Answer


Question

This article informs administrators about QRadar® Support policies. QRadar Support assists administrators to investigate and correct firmware issues, such as error messages, documentation questions, or troubleshooting. This document outlines out-of-scope work for firmware cases and the responsibilities of the QRadar administrator. 

Answer

Responsibilities for firmware cases

Firmware updates for IBM xSeries appliances are validated by QRadar development teams and released to Fix Central. The software is tested to ensure the firmware does not affect QRadar software and properly update hardware components. Typically, firmware releases include bios updates, remote management, uEFI, raid controllers, drive updates, and resolutions for security issues. This article provides guidance to users on what support can assist with if you experience firmware issues on IBM xSeries appliances.

Support type Description Responsibility
Firmware assistance and error support
Administrators can use QRadar technical support to assist with firmware errors or software issues. For example, QRadar Support can:
 
  • Troubleshoot installation errors for firmware bundles published to IBM Fix Central.
  • Troubleshoot boot issues for appliances.
  • Assist with Integrated Management Module (IMM) connection errors or questions related to remote management.
  • Answer questions related to firmware changes or procedures in firmware installation documentation. 
  • Confirm firmware download issues for customers experiencing issues with IBM Fix Central.
  • Answer questions related to Feature on Demand (FoD) keys for IBM xSeries appliances.
 QRadar technical support

To open a case or report a firmware issue, contact QRadar technical support
Out-of-scope for QRadar Support
The following activities are considered out-of-scope for technical support. QRadar Support reserves the right to close cases related to the following issues:
  1. Requests to update firmware for administrators. Administrators are responsible for completing firmware updates for their appliances.
  2. Recommendations for firmware updates on unsupported hardware. Firmware updates for QRadar software installs are available from your appliance manufacturer.
  3. IBM Support cannot make recommendations or provide security guidance for firmware updates provided by other manufacturers. 

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Document Information

Modified date:
17 November 2021

UID

ibm16497159

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