Sumo @ Mozilla

David Tenser

Firefox is in a unique position in the open source world today, especially with the user support needs, targeting true mainstream users (as opposed to many other open source projects where the difference between users and developers are not as great).

This talk will introduce Mozilla's solution for user support called SUMO (short for support.mozilla.com ): the official, community-powered support website for Firefox. SUMO has been designed based on a number of key requirements:

  • It had to be centered around self-service support
  • It had to lower the barrier of entry for people participating in the Mozilla community
  • It had to scale to meet the demands of 300 million users worldwide

In the talk, I will also demonstrate the many ways people can get involved with the project or how you can make use of our platform in your own.