LightReach Support is a centralized hub to connect with the LightReach Underwriting, Operations and Compliance teams across various stages of the sales/installation process.
Chat: via palmetto.finance portal.
Dedicated in-portal chat support with our Product Operations team & underwriters.
Ideal for all partners, especially operations.
Text "INSTALLER" to 888-531-3327 for Certified Installer support.
Same great support from our Product Operations team, available on the go.
Ideal for members in the field.
Knowledge Base & Newsfeed:
Bookmark help.palmetto.finance for full resource guides.
Bookmark news.golightreach.com for program updates & announcements.
Current hours EST:
9AM-12AM Monday-Friday
11AM-8PM Saturday
11AM-5PM Sunday
LightReach support will be briefly offline 1-2 times per week for department meetings. These meetings are brief, infrequent, and help us maintain our best in chat support
Chat Support Options
Disclaimer: Published queue review times are medians only (business days) and may vary based on the unique circumstance of the account.
View current Milestone (M0,M1,M2) median review Times | To view current Milestone (M0,M1,M2) median review timelines, you can select the "View Current Queue Review Times" option to provide you with the most recent dataset.
Click for Visual |
Sales and Underwriting Support (M0) | The Sales and Underwriting Support (M0) support Queue is ideal selection for Pre NTP questions, general LightReach product questions and sales support.
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Installation (M1) and Activation (M2) Milestones submissions | For questions relating to the Installation (M1) and Activation (M2) Milestones submissions and rejections, please select Ops Support to connect with our operations technicians
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Installer Organization Settings | For Authorized Installer Personnel (Leadership/Administrators): Anything and everything related to your organization's settings such as licensing, markets, etc. Requests cannot be actioned without all of the necessary information requested
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Communication & Announcements
Where we communicate: All announcements, policy changes, and upcoming releases are communicated to our partners via a number of media:
News.GoLightReach.com - Central newsfeed for all LightReach news
In Portal - Various in-portal announcements, posts, and messages
Via Email - We send a monthly email to all active users on our platform
When we communicate: Additionally, we communicate news to partners in 3 key phases. When in doubt, partners can always contact us to clarify news or policy changes.
Advanced Preview - An early heads up communication
Go Live - We typically make releases on Mondays
ICYMI - Recaps of recent releases
Principles and Timing: Depending on the scope and impact of the news, LightReach will take appropriate steps to ensure that reasonable notice and information are provided ahead of releases. In general, we categorize news as either:
'Housekeeping': Generally low impact or minor items. We'll post these at news.golightreach.com and update any relevant information at help.palmetto.finance. We'll provide reasonable advanced notice as necessary.
'Make Sure You Know This': Generally moderate news/changes. We'll take additional steps to ensure these are messaged prominently in the portal, and provide reasonable advance notice (typically 7+ days) whenever possible.
'Major Release': Generally large, impactful news/changes. We'll put announcements in just about every place we can-- so many places that you might feel like we're aggressively shoving it in your face (that's the goal!). Major releases are communicated well in advance, with high level previews starting weeks or even months in advance.
It's important to bear in mind that some news or changes, such as government policy changes or major industry events, may not always be foreseeable. LightReach will commit to communicating as actively as possible in all instances--while partners should be cognizant that some things may evolve quickly.
FAQ
1 | What are LightReach's Support Hours? | See Section A, "Overview" for a breakdown of our current support hours |
2 | Who is Sunny? | Sunny is the LightReach artificial intelligence agent. Sunny can help with any general questions surrounding the LightReach product or processes.
For definitive guidance, the knowledge base will serve as the source of truth. In the event of any ambiguity, please contact human support by selecting the "Talk to a Person" option. |
3 | How do I contact LightReach Support? | Chat: via palmetto.finance portal.
Text* "INSTALLER" to 888-531-3327 for Certified Installer support.
*Our installer support number (888-531-3327) is text only- not a physical phone line. We do not have the ability to field phone calls. |
4 | What if I have questions regarding funding? | The Chat support team does not have visibility over specific funding details and payouts, please contact your LightReach Relationship Manager for funding related questions. |
5 | I submitted a document for underwriting verification and it's pending review? | ID, Title, and ACH documents are automatically added to a queue that our underwriting team is working in real time. All underwriting documents are typically reviewed in minutes. |
6 | When will my customers Install Package be reviewed? | You can view published median timelines for M0, M1 & M2 reviews by selecting the "View Current Queue Review Times" option |