[Marketing-Public]informal support proposal

Bart Decrem marketing-public at mozilla.org
Mon, 29 Mar 2004 17:15:19 -0800

One of the reasons we floated the RFP for support offerings on 
Mozillazine (http://www.mozillazine.org/talkback.html?article=4529) was 
to follow up on the discussion on this list last week.  We are looking 
for scalable, self-sustaining, high quality support options for all of 
our users, ideally including a range of both free and paying support 
options.  If a group of people on this list wants to work together in 
putting together a proposal, we'd be happy to work with you. 


Simon Males wrote:

> Consider this brain food- a techie proposal, but a system that may do 
> the job. I heard on another dicussion list of companies using bugzilla 
> as a email ticketing system.
> One top of that, have a team who sort the email and assign them to the
> appropriate modules to which the appropriate module owners/teams are
> experience in that part of Mozilla and will respectivly respond to the
> query.
> Providing an archiving system for responded to queries. Using Super
> review flags as a form of escalation management. A QA team reviewing the
> email before being checked in (sent), regularly at first for new
> supporters then random unannounced live reviewing before being sent.
> Chew on that.

Bart Decrem
Mozilla Foundation
p: 650.387.0625
f: 707.982.1479