Support/AppsSupportQ1

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Support Android Aurora launch and Firefox OS Marketplace

SUMO needs to support the projected launch of Firefox Aurora Marketplace for Android and make the necessary progress to hit the goals related to the Firefox OS Marketplace later in Q2.

This goals is about completing everything is needed to properly market these 2 products.

Problem statement

• Firefox Apps and Marketplace for Android will receive a push in Q1 and support for these users is required.
• Firefox OS Apps and Marketplace is about to be launched in Q2 and the support program needs to be in place in a timely manner.

Desired outcome

This program is about ensuring that when the the Apps program is marketed, the end users have the ability to be supported the same way as other Mozilla and Firefox users are supported today.

This includes, support content for the most prominent features, support forums and feedback mechanism. It also includes the prework to set up a help-desk that will support paid apps. In the case that paid apps launch in Q1, this project will include email support for such apps.

Success metric

• Article Visits
• Article Helpfulness
• # Support Questions

Scope

This project is dependent of the Apps and Marketplace programs. If the program delays this project will be delayed too.

Project plan / Timeline

At a high level, describe what steps we need to take to get to the completion of this project. In some cases, it might be mostly unclear, in which at a bare minimum it should be clear what the next steps are. In other cases we may already have a pretty clear idea of all steps needed.

The project plan should be a "living" part of the document and should be updated frequently to remain accurate. Again, it doesn't have to be super detailed, but it should contain enough info that you should be able to scan it and assess the overall status and health of the project.

Remember that by writing a plan or next steps down, you also help yourself to get a better sense of the work to be done. Writing should not be seen as non-work or a waste of time, especially not if it also helps stakeholders and other interested parties to stay informed with the project.

The project plan could be something as simple as a bulleted list with action items, owners, and deadlines:

• Initial kick-off meeting on July 27 w/ stakeholders (David)
• Delivery item #1 completed on week of Aug 13 (Rosana)
• Delivery item #2 completed the week after item #1 (Cheng)
• Present results at board meeting (David) on Aug 30
• Implementation of solution X (David & Michael) Sept 5