Customer Support Closing Dates for Christmas 2013

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KB
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Posts: 19198
Joined: Tue Jun 13, 2006 11:23 pm
Platform: Mac
Location: Truro, Cornwall
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Wed Dec 18, 2013 3:33 pm Post

Hello all,

Just to let you know that, as usual, Literature & Latte will be closing over the Christmas holidays. We're a relatively small team and many of us will be away visiting family, and I'm not Scrooge enough to force anyone to work the Christmas break. It's been another busy year, and I hope our customers will not begrudge us a little time off in preparation for a huge 2014. Besides, technical support is very difficult with a sherry in one hand and a remote control in the other as you scour the Christmas schedules for Jingle All The Way, Deck the Halls, and that film where Ben Affleck goes to live with James Gandolfini's family.

Thus, Literature & Latte's customer support will be closed from Saturday, 21st December through to Sunday, 5th January.

We will be re-opening our virtual doors on Monday, 6th January.

This means that if you send us emails during this period, you will most likely receive an auto-reply telling you that we are on holiday and will reply as soon as we get chance in the New Year. Likewise, we won't be around on the forums as much as usual and so some questions may go unanswered until January.

If you have any issues that are genuinely urgent or time-critical over the Christmas holidays, here's what to do:

  1. Visit our knowledge base and see if you can find the answer to your question there: http://help.literatureandlatte.com/help/kb
  2. Search the forums.
  3. Post a question on the forums.
  4. If you are still stuck, email us and place "[URGENT]" in the subject of your email.

Emails with "[URGENT]" in the subject line will be prioritised and we will do our best to reply to them before the New Year. However, we can only reply to genuinely urgent support requests (such as data loss, an inability to open the program and suchlike) - non-urgent requests will be replied to in the New Year even if they have "[URGENT]" in the subject line. :)

The web store will of course remain open, and we will answer all non-urgent emails sent to us over the Christmas period as soon as we possibly can in the New Year (which may take a few days if there is a backlog).

I know a fortnight is a long time, but hey, it's Christmas and we were open for the American Thanksgiving holidays and usually answer emails at weekends all year round.

2014 is going to be a big year. I know I said this about 2013, but 2014 really *is* going to be the year of the iOS version of Scrivener (although it won't be particularly early in the year - sorry!). We also have some cool things planned for the Mac and Windows versions of Scrivener, and updates on the horizon for Scapple.

So, merry Christmas and a happy New Year one and all!

Thanks and all the best,
Keith
"You can't waltz in here, use my toaster, and start spouting universal truths without qualification."