From LEAP Desktop, click  at the top-right corner and select:

• Help for this Window: To access the LEAP Help Center for the specific window or tab you're on, or
• LEAP Community - Help, Support & Feedback: To go to the LEAP Help Center's home page.

From LEAP Web, click  at the top-right corner and select Support Community. The LEAP Help Center will open in a new window.

From LEAP Mobile:

• iPhone: tap  > Help & Support > Visit LEAP Help Center.
• iPad: tap  Visit LEAP Help Center.
• Android: tap Settings > Help & Support > Visit LEAP Help Center.

Collaborate with other LEAP users as well as LEAP staff in Community Discussions and Feedback.

If you can’t find the answer to your query, or receive the message, "Please log a support call online", you can raise a ticket with LEAP Support. Our Support team are available to assist you with any issues or questions you may have with the LEAP Software applications.

Our Support team is dedicated to providing timely and effective support to meet your technical needs. Please see below for our current support hours and contact options.

Standard Support Hours

• Phone Support: 9:00 AM – 6:00 PM (Eastern Time)
• Chat Support: 9:00 AM – 8:00 PM (Eastern Time)
• Weekends and Holidays: Closed

Note: Availability may vary during observed holidays. Announcements will be posted on the community main page regarding availability a week in advance.

Contact Methods

After a support case has been logged by you or one of our LEAP Support team members, you'll receive a confirmation email notifying you of the case lodgment details. If you want to add more information to the existing support case, you can reply to the email or select the case in the My Cases portal from the LEAP Community.

The team will attempt contact you via your chosen method of communication, please provide your preferred telephone number when submitting your Support Case to the team.

If the LEAP Support team is unable to get in touch with you by phone, they will follow up with an email, you should reply directly to this email when you become available and let the team know if there is an alternative number to contact you on.

There may be occasions when the LEAP Support team are unable to resolve your issue immediately and may require additional set of eyes to work through the cause of your issue. At this point the case will be escalated to our 2nd Level LEAP Support.

The 2nd Level team will acknowledge receipt of your case that it has been escalated to their queue. Please note that cases escalated may take time to investigate, the team will try to minimize the time spent on your device and often will schedule a mutually convenient time with you to reconvene the investigation. If assistance by the Development and 3rd Level teams are required, we will organize to remote access of your device after standard business hours as to reduce any disruptions to your work duties.

To provide the Support Services, LEAP may be required to connect remotely to your device to resolve a technical issue, we use live remote assistance tool to view your desktop and share control of your mouse and keyboard. To use the remote assistance tool:

The LEAP Status Page uses real time data sourced from monitoring systems to tell you if LEAP services are working normally or if LEAP is experiencing issues. Details of upcoming events and scheduled maintenance can also be found here.

From LEAP Desktop or LEAP Web, click  at the top-right corner and select LEAP Status Alerts.

The LEAP United States System Status Page will open in a new window.

The LEAP Support team maybe required to obtain a user’s LEAP credentials for investigation and replication of issues occurring as an isolated incident. This will not affect your ability to continue to use your LEAP software. Your login credentials will be treated confidentially and only used by the LEAP Support team. The team will only obtain your LEAP Credentials via telephone, we will never request login credentials via email or chat. Our support software is configured to automatically destroy the credential information on completion of the case.

LEAP Legal Software provides support services to assist in product inquires and resolving product errors. Support services do not include: (a) troubleshooting hardware components on your system, including but not limited to computers, hard disks, network, printers, scanners, accessories, or any software associated with such hardware devices; (b) troubleshooting and setups of third party software or services, including but not limited to operating systems, Microsoft Office products, accounting applications, or antivirus software; (c) any professional services, including but not limited to customization, training and data transition.

LEAP Legal Software providing support services are conditioned on you meeting the following obligations:

1. timely payment of LEAP service fees
2. your devices must comply with the LEAP System Requirements
3. downloading, installing and updating any LEAP applications upgrades
4. provide unlimited access to a technical representative to all LEAP software and hardware, if required by remote connection
5. if requested or required, customer or representative must be available to communicate with a LEAP Support technician during support hours
6. maintain proper network connection

To sign up for the LEAP Legal Software Newsletter, please fill in the sign up form on the following page: https://leap.us/resources/newsletter/

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