The eduGAIN Support Team provide reactive support and proactive support. Reactive support is typically answering requests sent to support@edugain.org, and we aim to answer in 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.
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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 send please raise a ticket by sending an email to support@edugain.org to raise a ticket with the eduGAIN Support Team.
eduGAIN Support Knowledge Database
TODO: decide what should be in here.
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 pinpoint notify federation operators to about real or potential problems with their entities. This helps ensuring ensure that IdPs and SPs in eduGAIN are configured and operated properly. This , which benefits the overall service quality of eduGAIN as a whole infrastructure (even though eduGAIN basically is very much depending on the service quality of its member federations and their entities ).TODO: list the tools we use & describe them (essentially the first two columns of the original).
Here are some of the tools we use:
- The UK federation Import Filter Log shows why the UK federation filters out some entities before importing eduGAIN metadata
- The InCommon eduGAIN Import Filter Log shows why InCommon filters out some entities before importing eduGAIN metadata
- 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