If I could offer one bit of help as an instruction manual writer - who's reviewed a variety of Mozilla's support answers under Sessions and Bookmarks recovery over the years, (where support answers are less than optimal in their "how to", "why" and "conditions of applicability"). And that idea would be for one of your senior technical writers to prepare an advanced downloadable Sessions and Bookmarks instruction manual containing a list of every possible problem for each version (which I imagine are under 30 scenarios for each version series). that could also include additional scenarios when users have added Session and Bookmark "add-ons" which generate session and bookmark backup files that may or many not have file type conflicts that can be renamed,, so when Mozilla support team members want to answer a familiar question, they can refer to the specific page and section of the manual, or they can decide to copy and paste from the manual while also providing the user with a website containing the manual. Trust me, there would be a lot less confusion, mistakes, losses and certainly aggravation and repetition from both user and support team members in trying to answer these issues. Perhaps you'd like to run some ideas by me on structure. Thanks for listening.