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Le 2010-10-23 07:24, jonathon a écrit :
# no "drilling" into the site

My suggestion would be to have the following categories on the page
labelled "Support":

Free support:  This support is most suitable for individuals.

Paid Level 1 support: This support level is suitable for individuals,
SOHO, and organizations that want per incident support;

Paid Level 2 support: This support level is most suitable for small and
medium business;

Paid Level 3 support: This support level is most suitable for medium to
large businesses.

Paid Level 4 support: This support is most suitable for large
businesses. This level of support provides customization of the program,
to the specific business requirements.

Paid Migration support:  This support is for individuals or
organizations that are migrating to LibreOffice from either no software,
or any other software.

Something that would be nice to have, would be a public wiki that covers
virtually everything that Level 1 and Level 2 support would need to
know.  Something that was designed so that the end user that knows
nothing about the program, could find an answer, without having to make
a phone call, email a question.


One thing that has to be clear on the website: apart from IT specialists and maybe a few administrators in large corporations, most people don't know anything about those levels. Maybe the levels 3 and 4 could remained defined that way, but the more basic levels should be defined in terms human beings understand. Likewise, seeing the word "incident" doesn't work with a piece of software that should not be so intimidating. So why not define support in terms like:
- installing LibreOffice on computers that use different platforms;
- converting documents from other formats into odf format;
- basic training on advanced functions like stylesheets and macros.

For the more advanced users, we need a list of bugs and workarounds in plain English. And please, don't put the list of improvement suggestions within the list of bugs as is the case for OpenOffice and Mozilla. Neither of those softwares have a list of bugs that is understandable by humans... unless they are programmers.

Michel Gagnon
Montréal (Québec, Canada) --

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