Mozilla Support rules and guidelines

This page includes rules and guidelines for using the Mozilla Support forums. See also the Mozilla Community Participation Guidelines and our Legal Notices. We assume good faith when dealing with violations; we will only warn or ban users who repeatedly or blatantly violate the rules.

Administrators have the final say in modifying, interpreting, and enforcing these rules.

Subjects covered in the support forum

Posts in the support forum must be either questions about the use of products listed on the Mozilla Support home page (Firefox, Firefox for Android, Firefox for iOS, Firefox OS, Firefox Focus, Firefox Rocket, Firefox for Fire TV, Thunderbird and Webmaker) or else answers to those questions. Users who post about subjects that are not support requests for those Mozilla products will be directed to an alternative discussion forum or to another resource, if appropriate, and the question will be tagged "offtopic". (Contributors: see Off-topic questions.)

Posting support requests

Create one thread and only one thread for each subject you need help with.

Do not re-use existing threads started by others, even if they are seemingly on the same subject. Ask a new question instead.

Spam

Users who post forum spam will have their posts removed. If a post that is otherwise appropriate includes links considered to be spam, those links will be removed.

Images and other media

You can add images, such as a "screenshot" of your computer screen. Added images or other media must help explain a Firefox problem or solution. Inappropriate media will be removed. Note: Basic instructions for creating a screenshot are given in How do I create a screenshot of my problem?.

Sensitive information

Don't post any sensitive information. Moderators will remove personal information from posts to protect your privacy.

Links

Link to content rather than posting it in its entirety, unless you are the copyright holder or have permission from the copyright holder.

Do not post direct links to executable files. Moderators may remove these links to protect users from potentially malicious downloads. (You can post a link to the webpage that contains the file download but it may also be removed if a Moderator finds that the web page content could be harmful or if the web page link is spam.)

Language and conduct

Do not use obscene, lewd, lascivious, filthy, or excessively violent language.

Do not harass, insult, taunt, provoke, demean, or personally attack other forum members. Be friendly even if others are not.

Do not excessively "bump" a thread (post simply to get a thread to the top of the list).

Please do not engage in this behavior if you see it, please report it to a moderator with the "Report Abuse" on the bottom right or find a community manager and contact them. meet the team

Multiple Accounts

We see contributing to SUMO anonymously as a right to transparency and openness on the web and this should be protected just as a user’s privacy and identity is protected by their choosing. However, we have some guidelines for when this is ok and when it is not on this forum and on any other Mozilla Support Domain.

When it is ok

1. User testing sites, and posts, that can later be removed or moved to “Lost Threads” or “test”
2. Community members with multiple roles in SUMO like Moderators who want an account to just participate, Reviewers to view the forum with different permissions, and #Community Locale Leads, as well as users that just want to ask a question or have different professional accounts.
3. Anonymity for personal privacy
4. A user who is having trouble signing in to their account might create a new one.

When it is not ok

1. Trolls, Spammers and Phishing for private information
2. Accounts used by the same user to make a point seem more significant

For contributors participating in the Contributor Quality Training click here for Chapter 5