8.2.2 Provide Clear Paths to Support and Assistance

RPs and IdPs need to clearly communicate how and where to acquire technical assistance. For example, provide users with a link to an online self-service feature, chat sessions, or a phone number for help desk support. Avoid redirecting users back and forth among transacting parties (e.g., RPs, IdPs, proxies) to receive technical assistance.

Further, coordination between participating entities is critical for successful customer experiences. The IdP and RP support teams need to know how to appropriately redirect users to address their concerns in the event they are sent to the incorrect party. For example, if a user were to call an IdP help desk trying to understand why an RP website function is failing, the IdP support staff needs to be able to direct the user to information or an RP-side support capability to help resolve their concerns. This distributed responsibility in a federated model creates interaction points for users that are highly likely to result in frustration and confusion if not addressed in design, usability, operational, and continuous improvement plans.

This guideline establishes normative requirements for IdPs and RPs to mitigate commonly experienced customer friction. However, normative requirements are unlikely to anticipate all potential customer experience problems, which will vary for different applications. Accordingly, IdPs and RPs need to provide mechanisms for subscribers to report issues or challenges and to advise them on potential alternative authentication and access strategies.

1. Przegląd

1.1 Odwołania

1.2 Zidentyfikowane wymagania

1.3 Powiązane regulacje

2. Zidentyfikowane wymagania

3. Powiązane regulacje

• NIST -

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