More users = More support requests

Ben Bucksch ben.bucksch at
Fri Mar 24 23:03:46 UTC 2017

Jörg, while you are right that nobody is entitled to support for free 
and you are right that developers cannot participate in end user support 
(that's not your role, indeed)...

please thank Bruce and others who tireless spend their own free time to 
help others. I think that's something great and beautiful.

Thank you, SUMO team!


Jörg Knobloch wrote on 23.03.2017 09:39:
> On 23/03/2017 08:11, Onno Ekker wrote:
>> Bugzilla is good for filing bugs or enhancement requests, but it is 
>> not meant for support. I see a lot of bugs lately being closed with 
>> the remark that it's not intended for support and the reporter is 
>> being directed to sumo.
> Correct. I am doing a lot of this. I try my best to give some hints on 
> BMO, but we don't have resources to give support there. We don't even 
> have enough resources to triage bugs for that matter.
> If I get a bug like:
>  1. Can't receive e-mail
>  2. Can't receive e-mail after upgrade to new version
> all I can really do is close this bug and refer it back to SUMO. 
> That's better than ignoring it.
> While I understand that it would be nice that all users receive free, 
> competent support with the options for supports to escalate questions, 
> I don't really quite agree with the concept.
> Sure, the software is free of charge, but does that mean that all 
> services related to that software need to be free of charge? Maybe I'm 
> mistaken, but where do I find free Android support for example? Or 
> just because I have free access to the beach and the sea, am I 
> suddenly entitled to free swimming or diving lessons or do I get free 
> support when my spade breaks when building a sand castle?
> There are soooo many small businesses using Thunderbird, I see it 
> daily on BMO. Do we need to provide free software and free services to 
> those businesses so they can make money?
> I think the user co-op model that Kent keeps suggesting tirelessly 
> makes a whole lot of sense. The software is free to use for everyone, 
> and we strive to keep it easy-to-use and error free, but extra 
> services can't be free since they need to be tailored to the 
> individual case. Yes, users donate, but those donations, currently at 
> least, go towards securing the existence of Thunderbird. Sure, if one 
> day we were to turn over millions, we should certainly beef-up our 
> support effort.
> Jörg.
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