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Support

331 bytes removed, 18:57, 28 June 2017
added/updated links; removed some Lithium info.
SUMO ([https://support.mozilla.org/ SUpport.MOzilla.org]) is a global gathering of many enthusiastic and dedicated people whose passion is to help all users of Mozilla's software and products. SUMO operates on the same principle that Mozilla does: a core of staff coordinating the operations and an army of contributors powering them.
You can find [https://support.mozilla.org/t5kb/Documentsmeet-Archive/Meet-the-Team/ta-p/21357 team a detailed list and contact info for our staff members].
== Overview ==
== Contribution areas ==
* [https://support.mozilla.org/kb/write-articles-knowledge-base Write Help Articles for the Knowledge Base ] - The KB is the main point of contact for our users that receives 30+ million views a month. Base articles are created in English.* [https://support.mozilla.org/t5kb/Supportanswering-Questions/ctquestions-p/Supportsupport-Forums forum Answer Questions in the Support Forum] - The forums are our User to User help channel manned by our amazing contributors. Users add 150-200 questions a day.* [https://support.mozilla.org/kb/translating-an-article Translate Articles to your languages ] - Our articles are localized into numerous different languages. Nearly 60% of our visitors read the site in languages other than English.
* Help users in Social Channels
** [[Support/Social|Social Media Support]] - Social media helps Firefox better understand its users. There are about 14,000 questions/comments on Firefox social media platforms every month. More often than not, when people experience issues with Firefox, they tend to share them on Twitter and Facebook before submitting bugs or seeking out solutions from SUMO. We're here to help, share our knowledge and build relationships that will empower our users to get the most out of their Firefox. (We used to do this with the Army of Awesome, we now use a 3rd party social support solution).
* For over five years, we used our own open source platform ([https://github.com/mozilla/kitsune/ Kitsune]) for support.
* In February 2017 we switched from Kitsune to the [https://www.lithium.com/ Lithium software as a service support platform]. The Kitsune to Lithium transition [https://blog.mozilla.org/sumo/2016/08/04/whats-up-with-sumo-4th-august/ was announced in August 2016].
* In April 2017, we temporarily rolled back to Kitsune in order to fix bugs around Firefox in-product url redirects, L10n, and showfor. As of this writing, we don't have an ETA for when we will switch back to Lithium but switching back to Lithium is going to happen :-).
* Lithium is not open source and there are no longer software developers employed by Mozilla to work on any aspects of support.mozilla.org.
* The following is a summary of how SUMO uses bugzilla. Full details at [[Support/How SUMO uses bugzilla with Lithium]]. If you have a '''bugs''' or '''feature requests''' please:
** If you are comfortable with Bugzilla - file a bug or feature request (product: "support.mozilla.org - Lithium") OR** If you are NOT comfortable with Bugzilla or unsure in any way, [https://support.mozilla.org/t5/forums/postpage/board-id/contributors please add a thread to the Contributor Forum ] about your bug or feature request].** SUMO staff will work with Lithium on feature requests and bugs; the Lithium platform is quite flexible and many things can be done using Lithium's UI; if a Lithium coding task or a customization task requires software development, SUMO staff will work with Lithium to come up with a project plan to get this work done. If you need something urgently, please contact or needinfo [https://mozillians.org/en-US/u/Madasan/ Madalina Ana] (based in Berlin) or [https://mozillians.org/en-US/u/rolandtanglao/ Roland Tanglao] (based in Vancouver, Canada).
** Please don't send us private messages or emails about bugs or feature requests. It is counterproductive and does not help in timely resolution of incoming requests.
== Meeting schedule ==
* Wednesdays 09:00 PST [[Support/Weekly_Meetings| Weekly SUMO Community Meetings]]
* Thursdays 09:00 PST (new as of 6/30/2016) [https://wiki.mozilla.org/Support/New_Platform_Meetings SUMO on Lithium Platform Meetings]
== Where you can find us ==
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