The eduGAIN Support Team provide reactive support and proactive support. Reactive support is typically answering requests sent to support@edugain.org, which 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
I cannot log in with eduGAIN
It is likely that you have login problems, for example a lost password, so you should contact your Home Organisation's IdP operator in the first instance. If you do not know this, please contact support@edugain.org and we can help find the details.
How can my Service Provider join eduGAIN?
Please see the page about How to Join eduGAIN as Service Provider.
Is there a problem with the eduGAIN core infrastructure?
The eduGAIN Metadata Distribution Service and other core infrastructure services are managed by the eduGAIN Operations Team. The eduGAIN Operations Team can be contacted via email at edugain-ot@lists.geant.org.
Is there a problem with one of the eduGAIN tools or services?
| Tool | Support Contact |
|---|---|
eduGAIN Connectivity Check | support@edugain.org |
| eduGAIN isFederated Check | support@edugain.org |
| eduGAIN Access Check | support@edugain.org |
| eduGAIN Attribute Release Check | support@edugain.org |
| eduGAIN Code of Conduct Monitor | support@edugain.org |
| DSX Discovery Service | support@edugain.org |
| Federation as a Service (FaaS) | faas@lists.geant.org |
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:
- eduGAIN Connectivity Check identifies potentially misconfigured eduGAIN IdPs that have a generic problem (not reachable, certificate issues) or that don't load eduGAIN metadata
- eduGAIN Logo Check checks all the logos in eduGAIN metadata
- eduGAIN Compliance Issues check checks that the eduGAIN member federations are compliant with current policies and profiles