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
Email the Support team at [email protected].
📞 Phone
Call 0207 123 8421.
ℹ️ Help Centre
Browse articles and guidance at help.legl.com.
⏱️ Support hours:
Monday to Friday, 09:00–18:00 (UK time), 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
During support hours, the Support team typically responds quickly and works to resolve most queries within the same working day.
Platform status and incidents
Legl aims to maintain 99.9% platform uptime.
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
You can view real-time platform availability and updates at status.legl.com.
In the event of a major or minor incident, Legl’s Engineering and Support teams carry out a post-incident review to identify root causes and prevent recurrence.
Important information
Important:
Live Chat is the fastest way to get help, especially for issues that may require screen viewing.
Support availability is limited to business hours (UK time).