Thunderbird/Support/Thunderbird3/SupportPlan

DRAFT

Schedule

• Be ready with Knowledge Base, Get Satisfaction and possibly support.mozillamessaging.com for Thunderbird 3, RC1 - November 1, 2009

Knowledge Base

1. Evaluation of SUMO - September 21, 2009 - in progress at Thunderbird/Support/SUMOEvaluationForThunderbird3
2. implementation of SUMO as KB (or use backup solutioni e.g. wiki.mozilla.org if SUMO not ready)
3. based on TB2 and TB3 issues, define top 10 customer issues for KB (text plus possibly screenshots and videos) e.g. cannot send email, cannot receive email - September 18, 2009
4. based on TB3 new features define top 5 for KB e.g. compact header, auto config db - September 25, 2009
5. document in English up to 10 top customer and top 5 new features in KB - November 1, 2009
6. pre Thunderbird 3 support meeting with non English and other Support communities - early November 2009

Get Satisfaction Forums

1. Define Metrics - September 21, 2009
2. Collect automatically - September 30, 2009
3. outreach to other support folks and non English speaking folks - October 1, 2009

MoMo Web Presence

this includes mozillamessaging.com and a possible new support.mozillamessaging.com as well as MoCo web presence that links to Thunderbird

1. Move all support collateral off MoCo and onto MoMo - September 18, 2009
2. Change all links for support to point to GS
3. GetSatisfaction widgets on MoMo - October 1, 2009 (gated by Silver Orange, need 1-2 hours of CSS tweaks)
4. Revamped MoMo Support page
5. Doublecheck Support Page is invoked by Thunderbird 3 App

Post Thunderbird 3 Plans

1. Localization of KB for most popular languages