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 contains description about how the support is provided, and is a reference point for the support staff. It contains details about: 

Reactive Support

This involves answering to support requests/tickets on the eduGAIN Support Ticketing queue. When a ticket is created, a confirmation is sent automatically by the system and then a reaction is needed from the person on rota. An initial human answer to the requestor should be sent within one business day (max, preferably 4 business hours if possible) by the eduGAIN support person on rota. Any news and actions regarding the ticket are reported back to the requestor with subsequent updates usually every 2-3 business days. If the ticket has been forwarded to a service owner or some other responsible person and there has been no answer, a status request should be sent to them at least once a week.