1932217 - Alert Notification banner for VPN Incident

Status: NEW

(support.mozilla.org :: Knowledge Base Content, task, P1)

Description

[JR Johnson]

Did you check out the steps and FAQs for submitting requests to the CX content team? (yes or no)? [REQUIRED]

**Note: Learn more at https://mozilla-hub.atlassian.net/wiki/spaces/MSS/pages/21430745/Mozilla+Support+Content **

IMPORTANT NOTICE: FOR TIMELY PUBLICATION, CONTENT REQUESTS MUST BE SUBMITTED AT LEAST 14 DAYS BEFORE THE RELEASE DATE, ENABLING THE SUMO TEAM TO MAKE THEM LIVE WITHIN 48 HOURS POST-RELEASE. PLEASE ENSURE THAT ALL SUBMITTED INFORMATION, INCLUDING FEATURE DETAILS AND VISUAL ASSETS, IS FINAL. IN THE EVENT OF ANY UNFORESEEN CHANGES OR DELAYS NECESSITATING A PUSH TO A SUBSEQUENT RELEASE, PROMPTLY INFORM US TO PREVENT PUBLISHING AS PER THE ORIGINAL SCHEDULE.

Content access restriction: Is the content restricted to staff or under embargo (yes or no)? [REQUIRED]

Note: If yes, ensure ‘Advanced Fields’ are visible by selecting ‘Show Advanced Field’ at the top right, then scroll to ‘Security’ and check ‘Confidential Mozilla Employee Bug (non-security)’.

Attention: Any content not marked as confidential will be accessible to both NDAd and non-NDAd contributors with a Bugzilla account. Drafts for non-confidential content will also follow the same access policy, being open to comments for anyone with the link. Non-confidential Bugzillas can benefit from contributions by community contributors, while confidential Bugzillas will be handled exclusively by staff.

Product (ensure to select only one product for each ticket. If your request involves multiple products, file an individual Bugzilla for each)

Choose one below and delete others. [REQUIRED]

Mozilla VPN

Select the type of request.

Choose one or more below and delete others. [REQUIRED]
“warning” type, yellow, top of page

Please summarize the request, emphasizing any user-facing changes. Include historical context or background information if it helps users understand the new features or changes. [REQUIRED]

Add an alert banner the SUMO landing page or VPN product page that alerts users of an Incident that is active on 11/19/2024.

Banner Content Suggestion:
We’re currently aware of an issue where some subscribers aren’t being recognized by the Mozilla VPN app. To resolve this, we've rolled back a recent update. Please try signing in again and let us know if it works for you? If the problem persists, please submit a ticket, and we'll be happy to assist further. Thank you for your patience!

##Are the user-facing changes mentioned above for the production release, or is the feature/change experimental/ beta? (Production, Experimental or Beta) [REQUIRED]
**Note: Specify if the user-facing changes mentioned above are final, experimental, or in beta. This information is crucial for determining the appropriate support and documentation level needed. Please note that SUMO KB articles only support the production version for Firefox.

VPN Production

Are the new features or changes region-specific? Are they going to be released in a gradual rollout? [REQUIRED]

**Note: Please confirm if these features or changes are limited to specific geographic regions and if they will be implemented gradually. Knowing this helps us tailor our documentation and support resources appropriately.

N/A

Please indicate if this is an on- or off-train release [REQUIRED]

**Note: If applicable, add the product version number to the end of the Summary field using the format: Summary [Product V123]. If this is an off-train release, please use the format: Summary [Product off-train].

Off Train

What is the anticipated release date? [REQUIRED]

Note: Content is typically published at, or within, 48 hours of the release.

ASAP

Does the content need to be published prior to the release date? If so, when? [REQUIRED]

Note: If you don’t let us know if this date changes, it will be published on this date

ASAP

Does the content need to be localized in any languages outside of EN-US? If yes, please indicate which languages. [REQUIRED]

Note: A minimum of 10 days is required for translation requests.

En-US for now

Please include any related JIRA/Github/Bugzilla tickets, documentation, demos or practical use cases. [REQUIRED]

Please include links to any design assets, visuals, figma files, etc. [REQUIRED]

Note: Ensure to submit only final visual assets relevant to the Production release, excluding Nightly or Beta images, and favor 'Light mode' UI screenshots over 'Dark mode'
N/A

Please add instructions for testing that will enable us to replicate the expected product behavior. [REQUIRED]

N/A

Does the content need approval before publishing? If yes, identify the one approver responsible for this task.

Note: Minor changes such as string updates are directly handled in SUMO, and will not lead to the generation of a pre-publishing draft. [REQUIRED]

Joe C

Comment 1

[JR Johnson]

we can redirect to the vpn status page though I don't think it is updated just yet with this current issue. https://status.services.mozilla.com/

Comment 2

[JR Johnson]

we should add content to the banner to redirect users to the status page to check for updates if their continue to see issues.

Comment 3

[Smith]

Lucas provided me with this:

Mozilla VPN is currently experiencing an outage. Our team is actively working to resolve the issue. Please check the status page for real-time updates. Thank you for your patience.

This is now live.

Comment 4

[Lucas Siebert]

Just checking, did we remove the banner now that the VPN issue has been fixed? If so, please let me know so I can close the ticket.

https://status.services.mozilla.com/
VPN Issue
Resolved - This issue should now be resolved for the majority of customers. If you are still experiencing issues, please contact Mozilla Support for assistance.
Nov 19, 23:22 UTC