{"id":4180,"date":"2025-05-30T09:19:21","date_gmt":"2025-05-30T16:19:21","guid":{"rendered":"https:\/\/blog.mozilla.org\/sumo\/?p=4180"},"modified":"2025-05-30T09:25:33","modified_gmt":"2025-05-30T16:25:33","slug":"decommissioning-of-the-social-support-and-mobile-store-support-programs","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/sumo\/2025\/05\/30\/decommissioning-of-the-social-support-and-mobile-store-support-programs\/","title":{"rendered":"Decommissioning of the Social Support and Mobile Store Support programs"},"content":{"rendered":"

Hi everyone,<\/p>\n

After much thoughtful consideration and evaluation, we\u2019ve made the difficult decision to officially decommission the Social Support and Mobile Store Support programs. This wasn\u2019t a decision made lightly. We recognize the immense dedication, time, and care, that so many of you have poured into these programs over the years. We\u2019re truly grateful for everything you\u2019ve done to support users and represent Mozilla in these spaces that have made users feel heard, supported, and connected to our mission.<\/p>\n

The primary reason behind this decision is our team\u2019s choice to discontinue activity on the X platform (formerly known as Twitter). While we value the interaction and connections we\u2019ve had on this channel in the past, the social media landscape has evolved, and we\u2019ve seen a steady decline in the impact of our interactions in this channel.<\/p>\n

While we are stepping back from the platform, we have intentionally chosen to maintain ownership of our existing accounts (including @FirefoSupport<\/a> and @SUMO_Mozilla<\/a>). This allows us to protect our identity, prevent impersonation and maintain a minimal presence in case an emergency situation arises.<\/p>\n

This change also reflects a shift in our overall support strategy, as we\u2019ll be focusing our limited resources on the Mozilla Support Community Forums as our primary support channel. Over the past year, we\u2019ve seen a notable increase in forum activity, but our ability to respond hasn\u2019t been able to keep up with the volume. For comparison, our Q1 2025 total volume increased for almost 120% (exclude those that marked as spam) compared to the same period last year. There\u2019s a growing need and clear opportunity for us to do more here, and your continued involvement will be more valuable than ever.<\/p>\n

Although these programs are winding down, the impact you\u2019ve had has been meaningful and deeply appreciated. And to honor your contributions, we\u2019ve issued a set of special SUMO badges to recognize those of you who supported these efforts over the years.<\/p>\n

Due to the limited data retention policy from the third-party tool that we’re using, we were only able to retrieve contributor data going back to 2023. Based on this, we\u2019ve issued a total of seven badges:<\/p>\n