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The eduGAIN Support Team provide reactive support and proactive support. Our remit is to help federation operators and service owners. Reactive support is through our knowledge database and answering requests sent to support@edugain.org. Proactive support improves the quality of the eduGAIN service as a whole by pointing federation operators to issues with their metadata or their entities.

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. 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

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

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

Please email support@edugain.org. We will usually be able to answer your question directly. Occasionally we will signpost you to the appropriate contact. The services and tools include:

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 improves the overall service quality of eduGAIN. This work is done in close collaboration with the eduGAIN Operations Team and service owners.

We use the checking tools listed above, and we monitor other checking frameworks, such as the UK federation's metadata import filter.




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