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changes.mady.by.user Tom Barton

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changes.mady.by.user Terry Smith

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TitleFocus on R&S adoption
DescriptionWhat is needed to jump start R&S programs in more national Feds? Produce recommendations, possibly including training, template processes and communication materials, live exchanges between Feds with established practices and others getting ready to dig into it.
ProposerAnn West (communicated by Tom Barton, as version history will attest)
Resource requirementsWorking Group with representation from a couple of national Feds already doing R&S with a couple not quite there yet. Maybe 6 conference calls and list support. Could lead to a further event programming activity.
+1's 
TitleEduGAIN Global incident handling/support framework
Description

As national federations continue to join eduGAIN the problem of supporting users across federation boundaries will increase. When a user has an issue attempting to access services provided in another federation how it will be resolved in this global federation of federations. Issues the end user may experience include;

  • Understanding where the cause of the problem is;
  • Language barriers;
  • Service providers unaware that their services is available in other federations;
  • Services providers unwilling to provide support to users in other federations;
  • Global scale and time zone difference challenges

The development of a global incident handling/support framework. This framework would build on each federation’s user support strategies and seek ongoing support of the framework from federation through a memorandum of understanding.

ProposerTerry Smith (AAF) and Sat Mandri (Tuakiri)
Resource requirements

1) Development of a service oriented approach eduGAIN Global Support Framework to provide seamless user experience, including:

i. Capability to log support request from anywhere (eduGAIN Support Zendesk)

ii. Incident Management process for National Federation on eduGAIN

iii. Incident Management process for Service Providers (Institutional, National, and International SPs)

2) A program of work to ingest (1) above into all national federations participating in eduGAIN.

Development and documentation of the framework Markting of the framework and buy in for federations

Risk and Issues

eduGAIN to publish a register for participating members to log and manage Risk and Issues

+1'sHeath Marks (AAF)