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Contact

There are various ways to get in touch, depending on your needs:

  • Mattermost channel "Auth & SSO" is a place for informal, technical exchange with the community and with the service managers.

  • If you want to receive a notification for upcoming interventions related to the service, you can subscribe to the group single-sign-on-and-account-management-services-ssb. All members of this mailing list will receive an email whenever a relevant SSB entry is added in Service Now. Subscription to this e-group is open and does not require approval.

  • For other questions and requests, please open a support ticket.

Service Support Scope

Support tickets will be escalated to our small team of Service Supporters. Although we endeaver to respond to all user requests, the number of applications connected to Single Sign-On (approximately 10,000) means that we are unable to provide custom help when integrating applications.

Before requesting help, please ensure that:

  • You have followed the documentation, which includes examples, frequently asked questions and configuration instructions
  • You have got as far as possible and have a well defined issue that needs expert input

Although we check that any forseen changes are well tested and communicated, the Authentication team is not responsible for ensuring that your application remains compatible with CERN Single Sign-On. We recommend:

  • Choosing an administrator group that contains people with suitable technical knowledge to intervene in case of an incident in your application (for example, your SAML certificate has expired or you have lost your OIDC client secret)
  • Integrating your QA infrastructure with our QA SSO to preview any upcoming changes