The eduGAIN Support Team provide reactive support and proactive support. Reactive support is typically answering requests sent to support@edugain.org, and we aim to answer 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 is done when needed or when deemed necessary or helpful.

This page describes what support the eduGAIN Support Team can provide.

Reactive Support

We provide a Knowledge Database, below, which lists sources of help for specific issues and which contains answers to frequently asked questions. 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 send an email to support@edugain.org to raise a ticket with the eduGAIN Support Team.

eduGAIN Support Knowledge Database

TODO: decide what should be in here.

Proactive Support

The eduGAIN Support Team provides 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. 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)