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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 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. 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 raise a ticket by sending an email to support@edugain.org.

eduGAIN Support Knowledge Database

TODO: decide what should be in here.

Proactive Support

The quality of eduGAIN as an infrastructure depends strongly on the service quality of its member federations. The eduGAIN Support Team provides pro-active support to keep eduGAIN metadata free of errors and notify federation operators about real or potential problems with their entities. This helps ensure that IdPs and SPs in eduGAIN are configured and operated properly, which benefits the overall service quality of eduGAIN.

Here are some of the tools we use:

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