[Marketing-Public]informal support proposal

Sean Kerner marketing-public at mozilla.org
Wed, 31 Mar 2004 17:04:38 -0500


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Hi all,

Not to beat this issue much further but...are there interested individuals
on this list that would like to come together - to form a support
organization for Mozilla - that meets Bart's RFP criteria?

Perhaps we could take that discussion offline rather than to continue to
fill this list - if you're interested pls email me directly at:
 mozillasupportrfp@resultsoverhead.com - this is a temp email that will
expire in 72 hours -
we can then set up a time on IRC to chat and put together a solid business
proposition.


Sean


-----Original Message-----
From: marketing-public-admin@mozilla.org
[mailto:marketing-public-admin@mozilla.org]On Behalf Of Robert J.
Accettura
Sent: March 30, 2004 2:00 PM
To: marketing-public@mozilla.org
Subject: Re: [Marketing-Public]informal support proposal


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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