Phone, email, or online ticket
Emailing support@heritagetel.com opens a ticket in the same approved support system as the online form. Routine changes and access questions belong in these normal-hours paths.
Why Heritage · Support
Support starts with the customer’s actual configuration.
The useful first question is not simply which product failed. It is which site, number, call path, device, connection, or assigned service is affected.
Verified access
Use the path that matches the urgency.
Routine support is available by phone, email, or the online ticket form during normal hours. Normal hours are Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern.
The emergency path begins by phone
After hours, call and select the emergency-support option in the automated menu. The on-call agent will make contact within 30 minutes. That is an initial-contact commitment, not a resolution-time guarantee.
Call 616-465-5001Published boundary
What counts as an after-hours emergency.
The approved definition is limited to the outage conditions listed here. It does not turn routine requests into emergency work or establish a resolution service level.
- 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
Useful context
Help identify the affected part of the system.
When safe to share, a request can identify the location, users or numbers affected, when the behavior began, whether it continues, and what happened. Do not send passwords, API keys, tokens, or sensitive customer information.
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