IBM Support

QRadar: Hardware issues with QRadar appliances

Question & Answer


Question

How do I resolve a  hardware problem with a QRadar appliance? What are my responsibilities?

Answer

When you purchase an IBM appliance, you receive a 1-year warranty including standard support. You may have the option to purchase 4 additional years of Appliance support. Standard Support includes the ability to submit support requests 24/7 electronically or by phone. Requests defined as Critical will be responded to within 2 hours 24/7, whereas non-Critical requests will be responded to within 2 business hours. Hardware support associated with the appliance is available during local business hours only. If you require hardware support outside normal business hours, consider purchasing Business Critical Support, which includes remote support 24 hours a day, 7 days a week. Since IBM support requires all failing parts replaced by IBM, to be returned to IBM. You may want to consider purchasing the optional Hard Drive Retention offering. This allows you to keep the failing hard drive that is replaced by IBM.

Appliance Hardware Support: When a hardware issue is suspected, it is your responsibility to provide a DSA (Dynamic System Analysis) for Lenovo manufactured appliances or the information requested by IBM QRadar Support for Dell appliances. You also need to supply this information to receive parts or remote service.

  • Appliance 4-digit Machine
    Type (4280,4531,4412)
  • Serial Number of the Appliance

(7-digits usually starting with 78_____)

  • Customer Contact Name
  • Customer Phone Number
  • Customer Email Address
  • Impact on business
  • Machine Location Information Street Address
  • Building Number, Floor Office
  • City
  • County/Province
  • Postal Code
  • Local Machine Contact Name if Different from Customer Name
  • Local Machine Contact phone #
  • Local Machine Contact email address


When working a hardware case, it is preferred to have a remote management module such as an IMM or iDRAC available. The remote management module allows access to the system should a reboot be required.

Determining Business Impact

image-20180627172625-1

image-20180627172634-2

To determine the Appliance Manufacturer, Model and serial number to give to support, please follow this guide.
How to determine if an appliance is Lenovo X-series or Dell

To learn more about your appliance follow the flash notices, APARs, notifications, Technotes, Appliance service bulletins, and the Forums. You can also find supported versions of firmware for Lenovo appliances on this technote. QRadar Master Firmware Version List.
The Fix Central Download for your Type Lenovo appliance is provided in the links within the section Installation Instructions of the Master Firmware technote.

image-20180628113231-1

For Dell Firmware refer to Updating Firmware and Drivers on Dell EMC PowerEdge Servers .
 

Using your own hardware: If you are using your own hardware, you must purchase a QRadar license and an RHEL license. Please follow the recommended hardware specifications for each type of Appliance. When using your own hardware please contact your vendor for any updates or hardware issues.
QRadar Software Configuration.

For more information on appliances please refer to the IBM Appliance Support Handbook
IBM Appliance Support Handbook.


Where do you find more information?



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Document Information

Modified date:
25 February 2019

UID

swg22016404