Support
Stuck? Write to us.
One human reads every email. We don't have a phone line because we'd rather give you a real answer than a queue position.
What to tell us
The faster path to a useful answer:
- Your registered email — so we can pull up your account.
- The module or page you're on — e.g. "Module 9, the chmod lab."
- What you typed and what you saw — copy-paste the command and the error if there's one.
- What you expected to happen — useful when the issue is "the module says X but the screen does Y".
- A screenshot, if there's something visual we wouldn't see from our end.
Don't worry about formatting it nicely or apologising for the question. Send what you have. We'll ask if we need more.
What we can help with
- Lessons — a section that doesn't make sense, a command that errors, a lab that won't accept a correct answer.
- Access — can't log in, lost your access link, changed email and need to migrate, signed up but didn't receive the confirmation.
- Payment and refunds — invoice copies, VAT receipts, refund requests within the 14-day window. See the refund policy.
- Certificate — name typos, regenerate after a name change, B2B/enterprise certificate questions.
- Enterprise / Qualiopi questions — manager portal access, redeem codes, convention de formation, OPCO subrogation. See enterprise.html.
- Anything else — including "I think this whole thing is wrong, and here's why." Honest feedback is the most valuable email we get.
What we can't help with
- Specialist sysadmin advice for your production server — the course teaches general Linux fundamentals. For a production incident, talk to your sysadmin or a paid consultant.
- Real-time chat or phone — we're a small team. Email lets us think before answering, and gives you a written record.
- Hardware support — if Ubuntu won't install on your specific laptop, that's a question for the Ubuntu community forums or your hardware vendor.
Complaints procedure
If something has gone wrong with the course, an invoice, or how we treated you, email support@win2linux.org with "Complaint" in the subject. We acknowledge every complaint within 2 working days and give you a written answer within 10 working days. If you are not satisfied with the answer, say so and it is escalated to the course director, who replies within a further 10 working days. Every complaint and its outcome is logged; the log feeds our quarterly course review.
Accessibility and reasonable adjustments
The course is designed to be usable with a keyboard and a screen reader, offers text-to-speech on every module, and respects your reduced-motion setting. If you need an adjustment — extra time on the final assessment, an alternative format, or anything else — contact our disability and accessibility contact (référent handicap) at support@win2linux.org. We answer within 2 working days and put the adjustment in place before you start, at no cost.
Languages
You can write in French or English. We reply in whichever language you wrote in. The course canonical is French; the English version is provided for non-French speakers.
Why we publish the SLA
Distance training in France must demonstrate effective pedagogical support — a named referent with a defined response time. This page IS that. If you ever feel you've waited longer than 48 working hours, reply to your original email; the thread gets bumped to the top of the queue.
If we ever fail this promise materially (e.g. silence for a week), that's a complaint and we want to know. Our complaints procedure is in the works as part of our Qualiopi preparation. For now: just reply to your thread with the word "complaint" in the subject and one of us will escalate it personally.