Escalation Procedures

Your first point of contact for resolving issues with the LEAF Service is our Customer Support team, which can be reached via e-mail at [email protected] or at (800) 645-5323.

For issues that cannot be resolved immediately, LEAF will make use of reasonable efforts to provide you with an expectation of when the issue can be resolved.

For any issue which requires escalation to other departments or third-parties, your support ticket will remain open until the you have received notification of the resolution or outcome.

After you have received this notification, if the issue has not been resolved to your satisfaction, you may request that this issue be escalated to a manager in the department which handled your issue. Our Customer Service team will relay the results of any escalated investigation, where appropriate.

When a service ticket is escalated, we will endeavor to provide a timely response before close of business of the next business day. Consequently, our response time may exceed 24 hours on weekends and holidays.

The LEAF service relies on both internal and external service providers. While best efforts are always made to set reasonable expectations, circumstances beyond our control may affect the estimated time of resolution and the final outcome.

The LEAF Customer Support team will strive to provide you with excellent service and will make use of reasonable efforts to resolve issues in a timely manner.