IBM Support

QRadar: Third-party applications and support policies

Question & Answer


Question

In certain instances, QRadar support might receive cases to investigate third-party applications developed by IBM Business Partners. This document outlines out-of-scope work for third-party application cases and the responsibilities of the QRadar administrator. 

Answer

Responsibilities for Third-party application issues

All apps available on the IBM App exchange that IBM did not develop are considered IBM Business Partner or third-party applications. An example of a third-party app would be the Qualys® app for QRadar. Third-party applications on the IBM X-Force App Exchange are reviewed and security tested by IBM, but are not developed or directly supported by QRadar Support teams. IBM's application validation process and security review process confirms that all apps can be installed without causing functional issues on the QRadar Console or App Host appliance. 

Support type Description Responsibility
Supported third-party application issues
QRadar technical support teams can assist administrators with errors, questions, and issues for third-party apps on the following topics:
  1. Verifying third-party applications that are downloaded from the IBM App Exchange can install successfully.
  2. Ensure the application framework running on the QRadar Console or App Host appliance is in a healthy state to allow apps to install successfully.
  3. Confirm installed third-party application tabs load properly and display in the QRadar user interface.
  4. Provide instruction on how to connect to a specific app’s docker container to run commands.
  5. Identify the preferred contact method for the third-party support teams on the IBM X-Force App Exchange. Documentation and support contact information for IBM Business Partner apps is displayed in the sidebar for each individual application.
  6. Identify the correct logs the administrators must provide to the third-party vendor for troubleshooting support.
    Note: For QRadar on Cloud (QRoC) instances, support gathers app logs on the customer's behalf to forward to the third-party vendor.
  7. Validating connection issues on the QRadar appliance that might prevent a third-party application from accessing any required external resources.
  8. Review for errors or known issues (APARs) for QRadar that can prevent the third-party application from functioning as expected.
  9. Questions related to third-party application vulnerabilities you discover can be reported to IBM in a QRadar Support case. Administrators must start with the support contact for the application, but IBM can act as an intermediary, if required, to contact an IBM Business Partner.
 QRadar technical support

To open a case or report a third-party application issue, 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. Installing third-party apps that do not exist on the IBM X-Force App Exchange. Support does not take cases for early access applications, betas, or applications provided on websites or GitHub projects.
  2. Walkthroughs or complete step-by-step configurations for third-party applications. Instructions on how to configure the third-party app are provided by the IBM Business Partner and are available in the sidebar for the application on the X-Force App Exchange.
  3. Tuning of third-party apps to customer-specific environment needs.
  4. Advising administrators on best practices for third-party applications.
  5. Reviewing or explaining error messages for third-party applications.
  6. Editing configuration files or scripts within third-party applications.
  7. Applying workarounds to address bugs and defects within third-party apps that are unrelated to QRadar.
  8. Updating configuration documentation for third-party applications.
  9. Provide information about running services within a third-party app or explain how the app is supposed to communicate with QRadar, outside of what is documented.
  10. Installing legacy versions of IBM Business Partner apps or rolling back installations to older third-party application versions.
Review the Support section for your applications to understand what teams support applications for QRadar. The sidebar for every application posted to the IBM® App Exchange®  provides vendor contact information.
  • Administrators

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Document Information

Modified date:
07 January 2022

UID

ibm16427813

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