Customer Support Closing Dates for Christmas 2014

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Joined: Tue Jun 13, 2006 11:23 pm
Platform: Mac
Location: Truro, Cornwall

Wed Dec 17, 2014 5:44 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 what should be a big 2015 for us. Besides, technical support is a little tricky when you're balancing a Cockburn's port and mince pie in one hand while trying to hide the remote control with the other so that the kids can't turn over to the Disney channel before you get to see Arnold Schwarzenegger beat Sinbad to getting the last Turbo Man in New York.

Thus, Literature & Latte's customer support will be closed from Saturday, 20th December through to Sunday, 4th January.

We will be re-opening our virtual doors on Monday, 5th 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:
  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.

As for 2015, I'll just quote what I said at the end of 2013:

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.

Just substitute "2015" for "2014" and add, "honest, I mean it this time!"... In all seriousness, after many unexpected delays, we are now in the final stages of iOS development before starting internal beta-testing (I hope... don't quote me on that... and other caveats). So you won't hear anything about it for a little while - until we are really happy with the beta-testing - but it is slowly making its way out to the world. And we really *do* have some exciting things planned for the Mac and Windows versions, too.

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

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