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Support/Enterprise: Difference between revisions
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=Strategy= | =Strategy= | ||
Launch the support channel in two separate phases, where phase 2 will only be implemented on an as-needed basis. | Launch the support channel in two separate phases, where phase 2 will only be implemented on an as-needed basis. | ||
==Target website: support.mozilla.org (SUMO)== | |||
We believe the best place to host the new ESR support channel is SUMO. It offers the following benefits: | |||
*ESR articles can be tagged and isolated from other content on the wiki -- on wiki.m.o, it's a completely flat hierarchy | |||
*Search would actually work (i.e. be capable of searching through ESR articles only) -- on wiki.m.o, you'd search the entire wiki | |||
*l10n support is built right into the system, complete with notification systems -- no support for l10n on wiki.m.o | |||
*Common software instructions like paths, keyboard shortcuts, and menu paths have their dedicated markup and style | |||
*We already have an active support community on SUMO and there is a chance for participation and help from it | |||
*SUMO was built from scratch as a customer support wiki platform -- ongoing investments in the platform mean ESR support would benefit from future improvements to the infrastructure, such as better navigation/taxonomy, search, forum integration, etc | |||
==Phase 1: Self-service documentation in Knowledge Base== | ==Phase 1: Self-service documentation in Knowledge Base== | ||