For outages, billing emergencies, or security concerns, follow these escalation steps to reach a senior support resource.
1. Emergency Email
Send a detailed email to [email protected] with “URGENT” in the subject.
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.
See also