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
Who can the eduGAIN support team help?
Our remit is to help federation operators and technical service owners. If you have an issue with your home organization's login, or are having problems accessing services in eduGAIN, you should contact your home organization first. If you do not know your home organization, please contact your federation operator. Contact details for federation operators can be found on the eduGAIN members page
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
| Tool | Contact email |
|---|---|
| eduGAIN Metadata Distribution Service | edugain-ot@lists.geant.org |
| Other eduGAIN core infrastructure | edugain-ot@lists.geant.org |
| eduGAIN Connectivity Check (ECCS) | 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 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.