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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/kb/meet-team a detailed list and contact info for our staff members]. | ||
== Overview == | == Overview == | ||
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== 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/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/ | * [https://support.mozilla.org/kb/answering-questions-support-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. | ||
* 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. | * [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 | * 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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* For over five years, we used our own open source platform ([https://github.com/mozilla/kitsune/ Kitsune]) for support. | * 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 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 | * 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. | ||
* Lithium is not open source and there are no longer software developers employed by Mozilla to work on any aspects of support.mozilla.org. | * 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: | * 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 | ** If you are comfortable with Bugzilla - file a bug or feature request (product: "support.mozilla.org") OR | ||
** If you are NOT comfortable with Bugzilla or unsure in any way, [https://support.mozilla.org | ** If you are NOT comfortable with Bugzilla or unsure in any way, [https://support.mozilla.org/forums/contributors please add a thread to the Contributor Forum] about your bug or feature request. | ||
** | ** 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. | ** 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. | ||
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== 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 | * Thursdays 09:00 PST (new as of 6/30/2016) [https://wiki.mozilla.org/Support/New_Platform_Meetings SUMO Platform Meetings] | ||
== Where you can find us == | == Where you can find us == | ||