IBM QRadar

IBM QRadar

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  • 1.  Silver Tier Partnership Entitlement For Case Support

    Posted Thu August 31, 2023 12:05 AM

    Hi Community,

    I have encountered a situation where even IBM support is not able to solve the issue with a solid answer after months. So here I am trying to gather more information. 

    Background

    IBM Partner Plus Benefits - Partner Plus

    We are currently a silver partner. We used to open support cases for our clients (who bought IBM products) with their accounts with no issue.  

    How To Open A Non-Production Dev Test Support Case - IBM MediaCenter

    We have found that a non-production dev test support case could be opened without using our client's accounts. 

    Issue

    We have tried to open a countless number of non-production dev test support cases for one of the products QRadar SIEM. All failed. The reason was we do not have the entitlement for it. 

    The answer we received was "field serviceable product which include Software and Hardware maintenance support, the partner plus is not support this type of product, it only support pure software product". 

    We then asked for the document that lists what products our silver partner account is entitled to open a support case with. There is no clear answer. 

    Question

    Is there anyone out there successfully opened a support case using the method (non-production dev test) above? Any experience to share? Or any knowledge is welcome! 

    Thank you!



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    Philip Ng
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  • 2.  RE: Silver Tier Partnership Entitlement For Case Support

    Posted Fri September 01, 2023 08:36 AM

    Hi Philip

    thx for sharing your information. Basically we share your experience being a silver partner for many years ourselves.

    Regarding Test system. Some of our customers use test systems running test license. Opening cases using customer maintenance id is not an issue. We are using same procedure as for production systems. Response time can be slower.

    Regarding our own test system running partner license. No tickets at all as support is not allowed to accept. If the case can be recreated on a customer system running same release we open the case there.

    Anything else goes in here!

    Regards

    Karl



    ------------------------------
    [Karl] [Jaeger] [Business Partner]
    [QRadar Specialist]
    [pro4bizz]
    [Karlsruhe] [Germany]
    [4972190981722]
    ------------------------------

    Original Message


  • 3.  RE: Silver Tier Partnership Entitlement For Case Support

    Posted Sun September 03, 2023 10:29 PM

    Hi Karl,

    Thanks for the response. 

    Does it mean you usually type your customer's account in the reference number when you open a support case? 

    We are trying to open a case WITHOUT our customer's account. Not successful so far. 

    "Regarding our own test system running partner license. No tickets at all as support is not allowed to accept."

    I assume you meant silver tier is not eligible to receive QRadar SIEM support, unless I could provide a customer number (who bought the product of QRadar SIEM)? 

    Thank you!



    ------------------------------
    Philip Ng
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    Original Message