Response SLA to JIRA tickets from Linux foundation support team

vijaysanka89

Hello LF Training & Certification Team,

By now you already know, but the unknown wait time on response to a JIRA ticket continues to be disappointing.

Many of your forums mention, LF support takes several business days (no holidays, no weekends) to respond to a ticket, but what is the exact response SLA to your customers?

LF exams cost a hefty amount and customers paying that definitely should be provided better visibility on what goes behind the scene, once a ticket has been submitted.

Many customers end up raising LF ticket, after spending hours troubleshooting with PSI support team , not ending up having a resolution (which adds up the disappointment).

I am a sailor on same boat, PSI failed to launch my CKAD exam, PSI support has no control in solving issues and LF support does not respond.

Why should the customers paying for certification exam, be a part of this waiting game, just to hear that you're experiencing higher than normal reports of issues ?

Instead why not carry an approach to resolve the recurring issues for good, provide a stable, reliable, responsive, customer friendly platform.

mstepien

Hi @vijaysanka89,

We're very sorry to hear about your experience. The Linux Foundation's aim is to ensure a smooth examination process for everyone, but unfortunately, challenges can sometimes arise despite our best efforts.

Please understand that the Training team, which oversees this forum, does not have immediate access to information regarding the Support team’s response timelines. Due to fluctuating ticket volumes, these response times can vary.

Rest assured, our Support team is committed to providing timely assistance to all our students. They are diligently working to manage and resolve each inquiry with care and efficiency. Thank you for your patience and understanding during this time.

Best regards,
Magda
The Linux Foundation Training Team

purush09

I am in the same boat, please let us know the sla on the ticket raised.
I have a name mis-match issue. and i have raised a ticket (TCCS-108152) as i used correct name in Linux Foundation while doing the "Certified Kubernetes Administrator (CKA)" exam booking and it verified the name as well in the booking. But on the booking it used a different name.
Now on the exam day ..Exam Proctor says there is a mismatch.
What shall i do?

Can you please let me know, the SLA on my ticket.

fcioanca

Hi @purush09

Response time varies depending on a number of factors; it can take several business days for the Linux Foundation Customer Support team to address your ticket, as each ticket is processed in the order it's received.

Forums are used for course content related questions and monitored by the Training Team. We do not have any insight into the support queue. Rest assured that once your ticket is assigned, they will assist you.

Regards,
Flavia
Linux Foundation Training Team