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Thunderbird/Support/GetSatisfaction/BoilerPlate (view source)
Revision as of 19:08, 30 May 2011
, 30 May 2011→No Email or Telephone Support or Support Response Time
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Hi X: | Hi X: | ||
First, thank you for sending us your issue with Thunderbird and I'm sorry that you are experiencing a problem. We do want to help. '''As free software, Thunderbird is supported by a volunteer community and | First, thank you for sending us your issue with Thunderbird and I'm sorry that you are experiencing a problem. We do want to help. '''As free software, Thunderbird is supported by a volunteer community and therefore doesn't provide email or fax or phone support or a service level agreement or any guaranteed support response time'''. This email is an exception :-). | ||
Thunderbird is a free and open source project and support like writing and documenting the code is done by a mostly volunteer community; i.e. community support is the "official" support; there is no other kind of support other than community support! | Thunderbird is a free and open source project and support like writing and documenting the code is done by a mostly volunteer community; i.e. community support is the "official" support; there is no other kind of support other than community support! | ||
The number of users is large but the actual number of contributors i.e. those who help document, support, design and test Thunderbird is much, much smaller. As a result, community contributors are overloaded. This means that sometimes bugs, support requests and documentation requests are missed. Please help out the community in the future by giving as much detail in your support requests as possible and please consider "giving back"/"paying forward" by helping support the Thunderbird community in any way you can including supporting other users, modifying and writing documentation, testing beta builds, etc. | The number of users is large but the actual number of contributors i.e. those who help document, support, design and test Thunderbird is much, much smaller. As a result, community support contributors are overloaded. | ||
This means that sometimes bugs, support requests and documentation requests are missed. | |||
Please help out the community in the future: | |||
* '''by first doing a search for your problem in our support forum and our support knowledge base''' (over 90% of community support requests already have answers in our support forum, support knowledge base or elsewhere on the internet): | |||
** http://support.mozillamessaging.com/en-US/search | |||
** http://getsatisfaction.com/mozilla_messaging/ (type in the search box in the top right) | |||
* '''by giving as much detail in your support requests as possible''' | |||
and please consider "giving back"/"paying forward" by helping support the Thunderbird community in any way you can including supporting other users, modifying and writing documentation, testing beta builds, etc. | |||
Perhaps this will help: | Perhaps this will help: | ||
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with the info requested in our README at: | with the info requested in our README at: | ||
https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/README | https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/README | ||
in particular does Thunderbird work in TB Safe mode: http://support.mozillamessaging.com/en-US/kb/Safe+Mode ? ; firewall and anti-virus software versions if any, Thunderbird version (3.1. | in particular does Thunderbird work in TB Safe mode: http://support.mozillamessaging.com/en-US/kb/Safe+Mode ? ; firewall and anti-virus software versions if any, Thunderbird version (3.1.10?), Operating System (Windows XP?), ISP, mail service provider, incoming settings for POP or IMAP and outgoing SMTP settings (screenshots preferred) | ||
== Removing Replies that contain attacks and/or profanity == | == Removing Replies that contain attacks and/or profanity == | ||