The eduGAIN Support Team provide reactive support and proactive support. Reactive support is typically answering requests sent to support@edugain.org, which we aim to answer within 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. There is no timescale for resolution of proactive support. It ; it is done when needed or when deemed necessary or helpful.
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