This page is holding information about L1, L2 and L3 user support, the way it is set up, who is providing each level of support and relating documentation. RESPONSIBLE: Information provided here is initially populated by the development team (during the transition phase), and revised based on the need or periodically. |
End-User
End-User L1 support
Part of the IdP signup process is that the IdP mandatorily has to provide a support email address. This address is displayed on the end user download pages. IdP administrators are supposed to take all questions by their end users first, and answering all questions related to account management.
Questions which can ONLY be conclusively answered by the IdP admin and which are consequently NOT to be escalated by the IdP admin
Q: Can I get an account please?
A: Decision by the IdP - if yes, use UI to add user and tokens - if no, absorb user's response.
Q: I have more devices, and need more activation tokens.
A: Decision by the IdP - if yes, use UI to add tokens - if no, absorb user's response.
Q: My account is expiring soon or has expired, I need a new one.
A. Decision by the IdP - if yes, use UI to prolong access and add new tokens - if no, absorb user's response.
Q: Why was my access revoked?
A: IdP admin to explain.
Q: I revoked my own credential by mistake, can I get a new one?
A. Decision by the IdP - if yes, use UI to add tokens - if no, absorb user's response.
Questions possibly needing escalation
Q: My account doesn't work.
IdP to verify account status.
A1: If expired or revoked, explain to user and remediate if desired, do not escalate.
A2: if account should be working, escalate to Managed IdP administrator L1 support.
End-User higher levels of support
End users are not directly receiving any L2/L3For all questions which support. If the question is not covered above, users are invited to subscribe and post to cat-users@lists.geant.org.
Managed IdP administrator
Managed IdP administrator L1 support
L1 support performs triage on incoming questions. The questions above which can only be answered by the IdP administrator will be bounced back to the requester with contact info for IdP. All other questions are escalated to higher levels.
Managed IdP administrator higher levels of support
At start of service, all L1 escalation questions are escalated to L3 support (eduroam OT). Should a need arise, a separate L2 function can be defined, with semi-automatic fault finding assistance in the form of scripts to be run on the respective servers.
eduroam NRO personnel
eduroam NRO personnel support
NROs are invited to contact eduroam Operations Team with their questions directly.