Support
Legion is proud of the prompt, high-quality support we provide to our customers. Technical Support (including the provision of Enhancement Packs) is provided on a per-workstation basis and is dependent on the Licence Type(s) purchased, as set out in the Legion Software Licence Agreement and Order Schedule.
Our customers can contact us through three channels:
If the issue is one which the support team is familiar with, the customer is informed and given modelling advice, a work around and/or an estimate of when the problem will be resolved. In cases where the issue has not been encountered before, it is assigned to an appropriate member of staff and assigned a service level according to the customer’s SLA. The service levels are designed to help our customers and support team to correctly prioritise and manage support calls.
Each service level has distinct response, resolution and fix times which Legion aims to meet. Typical targets for the most severe problems (where a Legion software product has stopped working and progress on a business critical project has ceased) are:
Our customers can contact us through three channels:
- Phone: +44 (0) 20 7793 0200
- Email: support@legion.com
- The 'Report Defect' feature on our software's Help menu
If the issue is one which the support team is familiar with, the customer is informed and given modelling advice, a work around and/or an estimate of when the problem will be resolved. In cases where the issue has not been encountered before, it is assigned to an appropriate member of staff and assigned a service level according to the customer’s SLA. The service levels are designed to help our customers and support team to correctly prioritise and manage support calls.
Each service level has distinct response, resolution and fix times which Legion aims to meet. Typical targets for the most severe problems (where a Legion software product has stopped working and progress on a business critical project has ceased) are:
- Response – two business hours
- Resolution – one business day
- Permanent Fix – five business days
"We have been using Legion Studio for some time now as part of our ongoing involvement with the modelling of the proposed World Trade Center Memorial site for the Lower Manhattan Development Corporation and the World Trade Center Memorial Foundation. Throughout this process, Legion has been very responsive in supporting Berger's innovative approaches to developing this large and complex model. They included software patches, modelling workarounds, and alternative approaches when needed. In the course of the project, we have required expert modelling advice and occasionally experienced technical issues caused by the size and complexity of the model that Legion was able to work us through. Most importantly, Legion is cognizant of our clients' deadlines and has always been very quick to address unanticipated software issues." – Michael Monteleone, Manager of Transportation Planning, The Louis Berger Group