[Marketing-Public]informal support proposal

Robert J. Accettura marketing-public at mozilla.org
Tue, 30 Mar 2004 14:00:09 -0500


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For those who still don't believe it's at all a problem in it's current 
state:
http://www.mercurynews.com/mld/mercurynews/business/8246846.htm

Yet again. 

Hopefully someone in the media will pick up Mozilla.org's quest to improve.


Bart Decrem wrote:

> 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.
> /bd
>
>
> 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.
>>
>
>

-- 
Robert J. Accettura
robert@accettura.com


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