User talk:Rtanglao/Roland Product Guidelines for SUMO support and dropping support

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your thoughts:


[vesper] Thank you for putting this together Roland! Some suggested tweaks/additions below:

What languages do I need for user documentation? If all you need is English, then you don't need SUMO KB articles (you could use github pages or a static site if you are English only). Once you start requiring more than one language e.g. English plus German, the SUMO platform is the only multilingual platform at Mozilla offering push-button content editing and publishing for long form content. For example, SUMO creates Firefox Desktop and Firefox for Android SUMO KB articles in English which are localized* to multiple languages every 6-8 weeks. Nobody else in Mozilla can do this constant iterative multi-lingual consumer oriented longer form content creation (other Mozilla teams do short form snippets or strings but their process is slower).

*REMINDER: Like in most parts of Mozilla, 99.9% of content localization happens thanks to the time and energy of our international community of volunteer contributors. If your content is time-sensitive, please consider using external agencies.


  • Full Support is for "tier 1" Mozilla products. It consists of writing the SUMO Knowledge Base articles, their localization by our volunteer contributor community and full support for Forums in English via the Ask A Question flow (AAQ), as well as and answering Twitter questions in English. Currently the only tier 1 Mozilla products are Fennec (Firefox for Android) and Desktop (Firefox for Mac, Windows and Linux). Currently only English is really supported for Social and Forums.


  • This includes i) Writing KB articles in English and ii) working with our volunteer contributor community on their localization, but doesn't include Forum support (Level 2 could have a forum but SUMO team doesn't really have time to report on that forum or help out in that forum) or anything else (like Android Play Store Review replying)
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