<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8">
</head>
<body>
<div class="moz-cite-prefix">On 10-Jan-20 1:14 AM, Patrick Cloke
wrote:<br>
</div>
<blockquote type="cite"
cite="mid:0072ccb1-6d23-1036-8f9b-90429beb9ed0@cloke.us"><br>
* Ryan discussed what a paid support program might look like and
how we could get started.
</blockquote>
<i>Interesting, how would it look? Given the project currently has
no support forum or documentation on it's own servers it will
certainly be starting with a greenfields site. I doubt Mozilla
would be amenable to using their infrastructure for paid support.
If the plan is to move support. Just remember the Mozilla
disaster that was Lithium. After months everything went back to
Kitsune because no one could make in app links work without
kitsune to do the localization and URL resolution. Any move will
need significant development effort and a lot of planning. Simply
DNS changes to reroute traffic will not be possible.<br>
<br>
Would the paid support extend to fixing the bugs that folks want
fixed so their experience can continue as it used to? Redhat style
"</i><i>Our support team works hand in hand with the best
engineers in the industry to quickly turn customer feedback into
product improvements." or something else?<br>
<br>
Finally for support of any sort to work, including what we have
now, there has to be a mechanism that communicates major software
changes to the trenches. In a fully formed manner, not the 10
words that appears in release notes without any way to dig into
what the change actually does. I find it difficult to just locate
the bugs that should be mentioned in the release notes. So I am
no longer even attempting to write whats new articles.<br>
<br>
Personally I think a feedback location is needed more at this time
that a new support mechanism. Users expect to be able to tell the
organization and the developers "they suck" I am tired of
fielding them in support. A feedback link on the opening page
would do it nicely, or we could copy the Firefox help menu entry.
But telling the developers that not warning them all their add-ons
would be disabled is not a support issue. It is a direct result of
a decision made. Not fixing the bug that results in add-ons not
being updated long with the version update is also a hot property
with users. Again, not a support issue. The support forum is
full of people who have lost their profile in the upgrade process.
Profile per install is really a rolling disaster. Users want to
feed that back up the development tree.<br>
<br>
<br>
<br>
Matt<br>
</i>
</body>
</html>