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    Response SLA to JIRA tickets from Linux foundation support team

    Posts: 1
    in LFD259 Class Forum

    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.

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    Comments

    • Posts: 490

      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

    • Posts: 1

      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.

    • Posts: 2,258

      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

    • Posts: 4

      Same here. I raised a ticket on 12th Jan and since then the ticket shows waiting for response. I couldn't complete my exam due to technical issue which took 2 hours to resolve. I need help with rescheduling the exam. My job is dependent on that. Please help as soon as possible.

    • Posts: 1

      Its been 3 days for my ticket TCCS-129174 .. Still not received a response. Any help would be appreciated.

    • Posts: 490

      Hi @mdparthi,

      We apologize for the inconvenience. Have you heard from the Customer Service team?

      Best,
      Magda

    • Posts: 1

      Hello Team,
      I have raised a Jira ticket, and it has already been three days. I need immediate assistance on this.
      Ticket NO: TCCS-131479

    • Posts: 490

      Hi @bandhavya,

      Tickets are handled in the order they come in, and it may take several business days (excluding weekends and holidays) to process your request. Our Customer Support team will get back to you as soon as it's your turn in the queue.

      Best regards,
      Magda

    • Posts: 1

      Dear Linux Foundation Team,

      I hope this message finds you well. I am reaching out with an urgent issue regarding my PCA exam scheduled for 20 Feb at 6 PM.

      When attempting to start the exam by clicking on the "Launch" button, the PSI Secure Browser is not starting, preventing me from beginning the exam. I have ensured that my system meets all technical requirements and followed the instructions provided, but the issue persists.

      Given that my exam is scheduled to start soon, I kindly request immediate assistance in resolving this issue. Your prompt support will be greatly appreciated, as I am eager to take the exam as planned.

      Thank you for your urgent attention to this matter, and I look forward to your swift response.

      Ticket - TCCS-132248

      Regards,
      Nikhil Maheshwari

    • Posts: 2,258

      Hi @nikhilbagdi

      We apologize for the inconvenience this issue is causing. Please note that response time can take up to several business days (weekends and holidays are not included), as each ticket is addressed in the order they are received. Rest assured that once your ticket is assigned, the Customer Support team will assist you in rescheduling your exam at a later date.

      Please note that forums are meant to be used exclusively for course content related questions and are not monitored by the Customer Support team.

      Regards,
      Flavia
      Linux Foundation Education

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