Lega Support Policy
At Lega Inc., we are committed to providing reliable and responsive customer support for our software. This support policy outlines the basic level of free support available to all customers, as well as the support hours and communication channels through which we offer assistance.
A. Support Channels
We offer two primary support channels: email and chat.
- Email: To request support by email, please send a message to support@lega.ai.
- Chat: We host a support chat option within your Admin Console. To request support by chat while logged in as an Admin, simply open up the chat window by clicking the icon in the bottom-left-hand corner of your screen and follow the prompts.
B. Support Hours
Our support hours are Monday through Friday from 9:00 AM to 5:00 PM U.S. Eastern Time. Any support requests received outside of these hours will be addressed on the following business day.
C. Support Request Content
When you submit a support request, please include as much detail as you can about the issue you encountered. If possible, please include:
- aspects of Lega that are unavailable or not functioning correctly;
- the issue’s impact on users;
- start time of issue;
- list of steps to reproduce issue;
- relevant log files or data;
- wording of any error message; and
- issue ID# (if we’ve previously provided one).
D. Issue Prioritization
When we receive a support request, we will evaluate it and assign the issue a priority level according to the following framework:
- Priority 1
- Priority 2
- Priority 3
In our initial response to you, we will share the priority level assigned to the issue. (Of course, please let us know if you disagree with the categorization and would like us to consider treating it differently.)
E. Response Times
Despite being a young company, we strive to provide industry-standard response times for all support requests. When we receive a request, it is our goal is to respond to you within the following time frames:
- Priority 1 issues: within 4 business hours;
- Priority 2 issues: within 8 business hours; and
- Priority 3 issues: within 24 business hours.
Please note that these are estimated response times, and actual response times may vary depending on the volume of support requests and the complexity of the issue(s).
F. Scope of Support
Our basic level of free support covers the following areas:
- Troubleshooting: assistance with diagnosing and resolving technical issues related to the use of our software;
- Bug fixes: identification and resolution of software bugs or defects; and
- Guidance: help with understanding and utilizing the features and functionality of our software.
G. Exclusions
Our scope of support does not extend to issues arising from:
- misuse or unauthorized modifications to Lega;
- third-party systems or integrations;
- trials, betas, or limited period of evaluation-only use (unless othewise agreed); or
- professional-services deliverables.
H. Premium Support
Premium support options may be available upon request and are subject to negotiation. If you are interested in premium support, please contact our support leadership using the support@lega.ai email address.
I. Policy Updates and Additional Documentation
We maintain documentation resources [link to], including user guides, FAQs, and tutorials, accessible through Intercom. Customers are encouraged to consult these resources for self-help and to find answers to commonly asked questions.
If you have any questions or concerns about this support policy or would like to request documentation on a specific topic, please feel free to contact us at support@lega.ai.