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Thunderbird/Support/GetSatisfaction/BoilerPlate: Difference between revisions
Thunderbird/Support/GetSatisfaction/BoilerPlate (view source)
Revision as of 19:25, 30 May 2011
, 30 May 2011→No Email or Telephone Support or Support Response Time
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Hi X: | Hi X: | ||
'''Thunderbird is a free and open source project:''' | |||
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 :-). | 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! | ||
'''Support is done by volunteers who are often overloaded:''' | |||
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. | 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. | This means that sometimes bugs, support requests and documentation requests are missed. | ||
'''Try Searching first:'' | |||
Please help out the community in the future: | Please help out the community in the future: | ||
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** http://getsatisfaction.com/mozilla_messaging/ (type in the search box in the top right) | ** 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''' | * '''by giving as much detail in your support requests as possible''' | ||
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. | |||
'''Possible solutions to your specific problem:''' | |||
Perhaps this will help: | Perhaps this will help: | ||
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2. support forums | 2. support forums | ||
http://getsatisfaction.com/mozilla_messaging | http://getsatisfaction.com/mozilla_messaging | ||
'''Still not working? We welcome your community support request:''' | |||
If the above doesn't help, '''in order for the community to help you and to help others with the same problem''', please create a new community | If the above doesn't help, '''in order for the community to help you and to help others with the same problem''', please create a new community | ||