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 describes what support the eduGAIN Support Team can provide.

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)