At Legatics, we’re committed to providing effective and timely support to resolve your issues. Our support process is designed to address most problems quickly while ensuring complex issues receive the necessary attention. This article explains each stage of our support process, so you know what to expect and how to help us help you.

When you contact our support team, your request is received and triaged by our first-line team. Most issues are resolved at this stage, as many are common and can be addressed using our knowledge base resources. For example, you can review troubleshooting common issues for solutions to frequent problems.

Out of office hours requests

Our support team operates during business hours, but we also provide 24/7 phone support for urgent matters. See this article to learn how out of office phone support is provided.

If your issue requires additional details, our team will follow up with you to gather the necessary information. In most cases, this will information from our article what to include in error support requests.

If the first-line team is unable to resolve your issue, it will be escalated to our engineering team. Before escalating, we ensure all necessary information has been gathered to help the engineers investigate efficiently. You can refer to what to include in error support requests for guidance.

The engineering team will investigate the issue based on the information you've provided. The time required to investigate depends on several factors, such as:

Once the investigation is complete, we’ll communicate the findings and next steps with you.

If the issue requires a fix, it will be reviewed and prioritized based on its impact and severity:

We’ll keep you informed about the status of any fixes and when they are likely to be implemented.