Overview
This article explains how law firms and end clients can contact Legl Support, the channels available, and when to use each option.
How to contact Legl support
You can contact the Legl Support team using the following channels:
💬 Live Chat | Available directly within the Legl platform via the blue chat bubble.
For the quickest help, we recommend using Live Chat on a computer or laptop. This allows screen viewing (with your permission) to resolve issues faster. |
Email the Support team at [email protected]. | |
📞 Phone | Call 0207 123 8421 |
ℹ️ Help Centre | Browse articles and guidance at help.legl.com |
Support availability
Lex, our AI Assistant, is available 24/7 via Live Chat and Phone.
Our human Support team is available Monday to Friday, 09:00–18:00 GMT (19:00–04:00 AEST), excluding bank holidays.
Support response times
Our Support team aims to provide fast, effective help. Typical performance metrics are:
⏱️ First Response: usually within minutes during support hours
✅ Time to Resolution: most queries are closed within the same working day
💬 Replies to Resolve: on average, just a couple of replies are needed
🌟 Customer Satisfaction (CSAT): consistently above industry benchmarks
Platform status and incidents
Legl aims to maintain 99.9% platform uptime. You can view real-time platform availability and updates at status.legl.com.
Incident types
Major incident: the entire platform is unavailable
Minor incident: some areas or features of the platform are unavailable
Post-incident review
After every major or minor incident, our Engineering and Support teams conduct a joint review to:
Analyse the root cause
Identify lessons learned
Implement improvements to prevent recurrence
Important information
Live Chat is the fastest way to get help, especially for issues that may require screen viewing.
Human support is available Monday to Friday, 09:00–18:00 GMT (19:00–04:00 AEST) only. Queries received outside these hours will be picked up on the next working day.
For real-time platform status and incident updates outside of support hours, visit status.legl.com.