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

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

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

From LEAP Mobile:

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

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.

The Support team is dedicated to providing our clients with optimal and fair customer service, the team operates a chronological queue-based system.

There are two ways you can contact our Support Team:

1. Start a Chat with our Chat Support team.

2. Email our Support Team at support@leaplegalsoftware.co.nz. Our Support Team will log a support case for you.

After a support case has been logged by you or one of our LEAP Support team members, you'll receive a confirmation email letting you know that our LEAP Support team is investigating your issue. If you wish to add more information to an existing support case, respond to the confirmation email.

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 minimise 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 organise 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 Australia and New Zealand 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 customisation, 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

For additional training, LEAP offers free courses through LEAP University, our on-demand, online training portal that allows you to undertake training courses and tutorials that will help you to successfully optimise the way that you use LEAP.

From new user training to advanced user training, LEAP University has tailored courses for all levels of expertise to ensure that you’re able to make the most out of LEAP.

After you have successfully completed the New User Training series, you’ll receive a Certificate of Completion. Click on an arrow next to a person icon on the top right-hand side and go to My profile to view your certificates in LEAP university.

Link to LEAP University: https://university.leaplegalsoftware.co.nz/

If LEAP University doesn’t meet your needs, our LEAP Certified Consultants are available for in-person or Zoom training sessions. For more advanced or personalised support, you can book a session with a Certified Consultant who will assist you with customised training, either online or on-site for a fee.

To sign up for the LEAP Legal Software Newsletter, please fill in the sign up form on the following page: https://www.leaplegalsoftware.co.nz/updates/

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