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Escalation Paths for Urgent Issues

Get prioritized assistance for critical problems.

Brandon Austin avatar
Written by Brandon Austin
Updated over 2 months ago

For outages, billing emergencies, or security concerns, follow these escalation steps to reach a senior support resource.

1. Emergency Email

2. In‑App Chat Escalation

  • Initiate a live chat and type “Escalate” to be routed to a Tier 2 agent.

3. Phone Support

  • If provided on your plan, call our support hotline: 1‑800‑HERITAGE (Mon–Fri, 9 AM–5 PM ET).

4. Follow the SLA

  • Our SLA guarantees a response within 1 hour for urgent tickets.

Visual: Flowchart showing escalation: Chat → Urgent Email → Phone.


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