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InCommon enables service providers and identity providers to share the support burden. Recognizing this shared responsibility to coordinate with your identity-providing partners will greatly improve your users' experience, as well as decreasing the effort required of you to support those users. The following are examples of that sharing.

In order to avoid user confusion, responsibility for user support must be clearly delineated. Bear in mind that identity providing organizations will not have deep (or even shallow) knowledge of your service, unless you have made specific arrangements with them. In general, those who operate IdPs will expect only to be responsible for the user interactions required to complete authentication, as well as a correct implementation of the SAML protocol in their IdP. For that reason, make sure that information is provided to end users (e.g., within your service's login flow) about who to contact. Also ensure that help desk personnel can route support issues appropriately to avoid forcing your end-users to understand the support relationship.

Finally, federation trust is between the organizations that participate in InCommon; technology provides only a platform upon which that trust can be layered. The following are non-technical actions your organization should take. 

See the Sharing the Burden section of the Cloud Services Cookbook for more information.


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