Thunderbird/Support/Thunderbird3/SupportPlan

DRAFT

Schedule

• Be ready with Knowledge Base, Get Satisfaction and possibly support.mozillamessaging.com for Thunderbird 3, RC1 - November 1, 2009

Knowledge Base

1. Evaluation of SUMO - September 21, 2009
2. implementation of SUMO as KB (or use backup solutioni e.g. wiki.mozilla.org if SUMO not ready)
3. based on TB2 and TB3 issues, define top 10 customer issues for KB (text plus possibly screenshots and videos) e.g. cannot send email, cannot receive email - September 18, 2009
4. based on TB3 new features define top 5 for KB e.g. compact header, auto config db - September 25, 2009
5. document up top 10 customer and top 5 new features in KB - November 1, 2009

Get Satisfaction Forums

1. Define Metrics - September 21, 2009
2. Collect automatically - September 30, 2009
3. outreach to other support folks and non English speaking folks - October 1, 2009