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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. | 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/ | You can find [https://support.mozilla.org/t5/Documents-Archive/Meet-the-Team/ta-p/21357 a detailed list and contact info for our staff members]. | ||
== Overview == | == Overview == | ||
With over 30 million visits a month, we help users around the world by providing tips and answering questions in the form of knowledge base articles, question and answer forums, and social media support. | With over 30 million visits a month, we help users around the world by providing tips and answering questions in the form of knowledge base articles, question and answer forums, and social media support. | ||
With content in | With content in multiple languages, SUMO has global reach. Almost 60% of our visitors seek answers in languages other than English. | ||
SUMO has one of the largest contributor bases at Mozilla, with over 100 core contributors | SUMO has one of the largest contributor bases at Mozilla, with over 100 core contributors and many members joining each week. | ||
For more detailed information about SUMO, see this [https://docs.google.com/presentation/d/1IIT0fD8FKVpw7zUVb7uBp2iRcs3uNJH2wJnHkzYSX4Y/edit?usp=sharing presentation]. | For more detailed information about SUMO, see this [https://docs.google.com/presentation/d/1IIT0fD8FKVpw7zUVb7uBp2iRcs3uNJH2wJnHkzYSX4Y/edit?usp=sharing presentation] (from 2015). | ||
===What's New=== | ===What's New=== | ||
[https://blog.mozilla.org/sumo/ SUMO community blog] | |||
Get the latest scoop on what's going on with SUMO - including special posts by our contributors! | |||
== Contribution areas == | == Contribution areas == | ||
* | * 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/t5/Support-Questions/ct-p/Support-Forums 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/t5/Support-Questions/ct-p/Support-Forums 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. | ||
* | * 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 | * 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). | ** [[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). | ||
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== Development: Bugs and Feature Requests == | == Development: Bugs and Feature Requests == | ||
* For over five years, we used our own open source platform | * For over five years, we used our own open source platform ([https://github.com/mozilla/kitsune/ Kitsune]) for support. | ||
* In February 2017 | * 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]. | ||
* Lithium is not open source and there are no longer software developers employed by Mozilla to work on | * Lithium is not open source and there are no longer software developers employed by Mozilla to work on any aspects of support.mozilla.org. | ||
* If you have a bugs or feature requests | * If you have a '''bugs''' or '''feature requests''' please: | ||
** If you are comfortable with | ** If you are comfortable with Bugzilla - file a bug or feature request (product: "support.mozilla.org - Lithium") OR | ||
** If you are NOT comfortable with | ** 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). | ** 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. | ** 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 == | == Meeting schedule == | ||
*Wednesdays 09:00 PST [[Support/Weekly_Meetings| Weekly SUMO Community Meetings]] | * 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 | * 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 == | == Where you can find us == | ||
If you have a specific question about supporting users or want to learn more about how to help support Firefox users, you are strongly encouraged to reach out to SUMO volunteers and staff. We have two channels for this: | If you have a specific question about supporting users or want to learn more about how to help support Firefox users, you are strongly encouraged to reach out to SUMO volunteers and staff. We have two channels for this: | ||
* If you have a quick question, you can find us on IRC at irc.mozilla.org in [ | * If you have a quick question, you can find us on IRC at irc.mozilla.org in [https://kiwiirc.com/client/irc.mozilla.org/sumo #sumo]. This is for live discussion but not for decisions since it is time zone challenged :-) and not everybody uses IRC. | ||
* All other discussion and questions about helping to support users, should be posted to the [https://support.mozilla.org/ | * All other discussion and questions about helping to support users, should be posted to the [https://support.mozilla.org/t5/Contributor-Forums/ct-p/contributors SUMO contributor forum]. This is where longer form discussion takes place and decisions are documented. | ||
== Obsolete docs == | == Obsolete docs == | ||