The eduGAIN support work consist of Support Team provide reactive support and proactive support. Our remit is to help federation operators and service owners. Reactive support is typically through our knowledge database and answering requests sent to support@edugain.org, and responses are sent in a specified timescale. Proactive support is work that improves the quality of 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 describes what support the eduGAIN Support Team can provide.

If you have an issue with your home organization's login, or are having problems accessing services in eduGAIN, you should contact your home organization. If you do not know your home organization, please contact your federation operator. Contact details for federation operators can be found on the eduGAIN members page

Reactive Support

Please check whether your issue is answered in the knowledge base, below. If We are building a Knowledge Database containing answers to frequently asked questions, and we list sources of help for specific issues. Before you raise a ticket directly with the eduGAIN Support Team, please check whether the knowledge database contains the information you need. If it does 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

How can my Service Provider join eduGAIN?

If your Service Provider is not registered with a federation, please see our How to Join eduGAIN as Service Provider page.

If your Service Provider is already registered in a federation that is a member of eduGAIN, you should contact your federation operator. The details are different for every federation, although the basic process is:

1. Load your federation's eduGAIN metadata feed (your federation may make eduGAIN metadata available through its production metadata feed)
2. Ensure your SP's metadata is exported to eduGAIN
3. Adapt your discovery service to display IdPs from outside your home federation
4. Define requested attributes in your SP's metadata

More information on this process are also available on the How to Join eduGAIN as Service Provider page.

Issues and questions about eduGAIN services or tools

Please email support@edugain.org. We will usually be able to answer your question directly. Occasionally we will signpost you to the appropriate contact. The services and tools include:

• eduGAIN Metadata Distribution Service and core infrastructure
• Connectivity Check (ECCS)
• isFederated Check
• Access Check
• Attribute Release Check
• Code of Conduct Monitor
• F-Ticks

Proactive Support

The quality of eduGAIN as an infrastructure depends strongly on the service quality of its member federations. The eduGAIN Support Team provides proactive support to reduce errors in eduGAIN metadata, and notify federation operators about 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 ensure that IdPs and SPs in eduGAIN are configured and operated properly. Therefore, this benefits which improves 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 work is done in close collaboration with the eduGAIN Operations Team and service owners.

The checking tools we use are listed above. We also monitor other checking frameworks, such as the eduGAIN import filters run by InCommon and the UK federation.

The following table lists entities which have been flagged by the UK federation eduGAIN import checker and where the entity owners have not been able to resolve the issue or their federation policy differs from the UK federation's.