Support:About

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Mozilla L10n Main | About | Join SUMO | Meet the team | Meetings | Blog | Resources


About SUMO

Who are we

SUMO (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 a detailed list and contact info for our staff members.

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 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 and many members joining each week.

For more detailed information about SUMO, see this presentation (from 2015).

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. There are two channels for this:

  • If you have a quick question or want to discuss with other SUMO volunteers, you can join us on SUMO Matrix channel. This is for live discussion but not for decisions since it is time zone challenged :-). If you are new to Matrix, read our guide.
  • All other discussion and questions about helping to support users, should be posted to the SUMO contributor forum. This is where longer form discussion takes place and decisions are documented.

To learn more about our communication channels, see here.

Platform

  • For over five years, we used our own open source platform (Kitsune) for support.
  • In February 2017 we switched from Kitsune to the Lithium software as a service support platform. The Kitsune to Lithium transition 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.
  • In June 2017 we decided to stay with Kitsune (i.e. Lithium will not be our SUMO platform) and are currently trying to find developer resources to keep Kitsune working and improving Kitsune going forward in the short term as well as considering Kitsune replacements in the long term.
  • The following is a summary of how SUMO uses bugzilla. Full details at SUMO Bug triage Google Doc. 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") OR
    • If you are NOT comfortable with Bugzilla or unsure in any way, please add a thread to the Contributor Forum about your bug or feature request.
    • If you need something urgently, please contact or needinfo Kiki (based in Jakarta, Indonesia) or JR Johnson (based in Texas, US).
    • 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.

Kitsune

You can learn more about Kitsune here and check out Kitsune release notes in our Discourse page.

Be aware of scam!

We don't offer phone support and please be aware of Tech Support scams

Mozilla Support scales support through community translated help articles, online forums and community sites and twitter support. With a small team and a huge community, phone support can not be offered. Please be careful if you are ever offered phone support for any Mozilla products Read more on how to avoid Mozilla Tech Support Scams.

SUMO Sprint

Learn more about how you can help Firefox release by getting involved on the SUMO Sprint.

Archived pages

There are tons of SUMO wiki pages that are obsoletes. You can see the full list here (please let us know if there's anything worth resurrection).