Routine support
Call or email during normal support hours. Emailing support@heritagetel.com opens a ticket in the approved support system.
Customer Support
Route an operational need to the right place.
Routine support is available Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern. Emergency access is available through the phone system after hours.
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After-hours emergency process
After hours, call and select the emergency-support option in the automated menu. The on-call agent will make contact within 30 minutes. This is an initial-contact commitment, not a resolution-time guarantee.
What qualifies as an emergency
A complete phone-system outage; Phone numbers that are down; An internet outage that causes a phone outage; An outage involving Heritage-provided RabbitRun service.
Routine changes and access
Use the support ticket system for moves, adds, routing updates, administrative changes, and help identifying the correct customer application.