The eduGAIN support work consist of reactive support and proactive support. Reactive support is typically answering requests sent to support@edugain.org, and responses are sent in a specified timescale. Proactive support is work that improves the eduGAIN service as a whole by pointing federation operators to issues with their metadata or their entities. It has less time constraints, i.e. it can be done when needed or when deemed necessary or helpful.
This page contains description about how the support is provided, and is a reference point for the support staff. It contains details about: describes what support the eduGAIN Support Team can provide.
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Reactive Support
Please check whether your issue is answered in the knowledge base, below. If not, please raise a ticket with the eduGAIN Support Team by sending an email to support@edugain.org.
eduGAIN Support Knowledge Database
TODO: decide what should be in here.
Proactive Support
eduGAIN Support can and should also do pro-active support to keep eduGAIN metadata free of errors and pinpoint federation operators to real or potential problems with their entities. This helps ensuring that IdPs and SPs in eduGAIN are configured and operated properly. Therefore, this benefits the overall service quality of eduGAIN as a whole infrastructure (even though eduGAIN basically is very much depending on the service quality of its member federations and their entities ).
TODO: list the tools we use & describe them (essentially the first two columns of the original)This involves answering to support requests/tickets on the eduGAIN Support Ticketing queue. When a ticket is created, a confirmation is sent automatically by the system and then a reaction is needed from the person on rota. An initial human answer to the requestor should be sent within one business day (max, preferably 4 business hours if possible) by the eduGAIN support person on rota. Any news and actions regarding the ticket are reported back to the requestor with subsequent updates usually every 2-3 business days. If the ticket has been forwarded to a service owner or some other responsible person and there has been no answer, a status request should be sent to them at least once a week.