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. There is no timescale for resolution of proactive support. It is done when needed or when deemed necessary or helpful.

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

Reactive Support

We are building a Knowledge Database containing answers to frequently asked questions, and we list sources of help for specific issues. 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.

Issues and questions about eduGAIN services or tools

Proactive Support

The quality of eduGAIN as an infrastructure depends strongly on the service quality of its member federations. The eduGAIN Support Team provides proactive support to reduce errors in eduGAIN metadata, 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.

We use several analytic and survey tools, in addition to the checking tools listed above.