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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 in a yearly service check by eduroam Managed IdP Service Managerperiodically. |
End-User
End-User L1 support
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A. Decision by the IdP - if yes, use UI to prolong access and add new tokens - if no, absorb user's response.
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End users are not directly receiving any L2/L3 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.
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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
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support
NROs are invited to contact eduroam Operations Team with their questions directly.