content of support page needs to change for beta

[Jane Silber]

Currently https://ubuntuone.com/support/ directs people to file a bug and to use answers. The bug part is correct, but I thought that for beta we were using a mailing list for discussion rather than LP Answers (because LP Answers can't be private at the moment).

If that's still the plan, then this support page should direct people to
a) file bugs, or
b) join the mailing list and discuss things there.

Part (b) may also mean that the mailing list needs to be set up.

Also, at some appropriate place (either on this page or when joining the mailing list), we should add a note that says that initially the list will be available only to invited beta members, but that in time the list (and past archives) will be made public (i.e., they should treat this as a public list, not post any private info, etc).

[Matt Griffin (mattgriffin)]

Here are the support options to list for the beta period:
1. Launchpad Bugs
2. IRC: #ubuntuone on freenode
3. Email discussion list (Ubuntu One discussion)

The content on the page should also describe the following:
- Beta users will need to subscribe themselves to use the discussion list.
- We will use a restricted team for now so new users (from shares) will need to request to join the list.

Note that the account assistance form is not complete yet so it should be added to the support options at the beginning of May 2009.

[Matt Griffin (mattgriffin)]

Here's the email discussion list link: https://launchpad.net/~ubuntuone-users

[Rick McBride (rmcbride)]

not sure if you, Phil, or jdo would be more likely to handle this.

Definitely needs fixed prior to Beta1

[Joshua Blount (jblount)]

This is for me, but I have a few clarifying questions & comments:

1. Do we care about Answers on LP being public after Beta1 ? The front end of the website will be public, so I'm unclear about why this would matter.

2. We should totally put emphasis / mention of the mailing list, and irc

3. Does LP provide a way of sending a welcome message when a user signs up? If not we'll have to clarify on the support pages about it being private / only for invited beta users.

Thanks!

[Joshua Blount (jblount)]

In reference to #1 from above ( https://bugs.edge.launchpad.net/ubuntuone-client/+bug/368464/comments/4 ):

When we go to Beta1, on May 11 (the monday after code freeze on May 7th), the front page of ubuntuone.com will be publicly accessible. This means that the features and information that is currently built into Ubuntu One will be available to anyone with a web browser and the domain name.

Since this information will suddenly become publicly available, it seems strange that we would want bugs, answers, or anything else on LP that is for the public to be private during beta. Why not just have this information public as it will be someday when we are at 1.0 / not requiring invitations?

[Elliot Murphy (statik)]

jblount, agreed. one of the reasons we are getting so many duplicate bug reports is because the duplicate searching code doesn't work across private bugs. after we go to beta, I'll be changing the settings so that bugs filed on ubuntuone-client default to public.

The new bugfiling box on the bottom of each page is good, but I am mildly worried that people won't be able to find the salesforce form to ask billing questions, maybe in the explanatory text have a link to the form for billing questions?

[Joshua Blount (jblount)]

statik: Actually, this is a feature, not a bug (re not being able to find the salesforce form at https://ubuntuone.com/support/account-assistance/ )

silbs wanted this to be a last resort for users, and for us to minimize it's use because it's going to cost more (money, time, etc) for users to use this form. My thinking was that we'll put it in the navigation for the /support/ section, but really focus on having the support team (or us in the time being) link to the form when it's appropriate.

What do we think about that? I'm happy to change this, but I think it follows silbs brain pattern about this form. (silbs: feel free to correct me ;) )

[Elliot Murphy (statik)]

On 04/28/2009 02:19 PM, Joshua Blount wrote:
> What do we think about that? I'm happy to change this, but I think it
> follows silbs brain pattern about this form. (silbs: feel free to
> correct me ;) )
>

Thats ok with me.

--
Elliot Murphy | https://launchpad.net/~statik/