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Legion provides prompt, high-quality support 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:
- Phone: +44 (0) 20 7793 0200
- Email: support@legion.com
- The 'Report Defect' feature on our software's Help menu
Legion’s support team logs the call in its issue-tracking system and will email the customer with an issue reference number to track the matter.
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 prioritize 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 welcome suggestions for improvements and new features and encourage our customers to clearly designate these as 'Enhancement Requests' and send them by separate email to support@legion.com
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