AT&T Support

Escalation intervals are based on ticket creation time.

Critical

20 or more devices affected, or Public Safety.

Major

5-19 devices affected.

Minor

1-4 devices affected.

Customer’s Request

Trusted Professional

ACC/M2MAP:  1-866-516-9473

First Escalation

Critical Ticket:  +2 hrs.

Major Ticket:  +6 hrs.

Minor Ticket:  +48 hrs.

Trusted Professional

ACC/M2MAP:  1-866-516-9473

Second Escalation

Critical Ticket:  +4 hrs.

Major Ticket:  +10 hrs.

Minor Ticket:  72 hrs.

Manager

SPOC Line

24x7

**866-210-5983

Third Escalation

Critical Ticket:  +5 hrs.

Major Ticket:  +16 hrs.

Minor Ticket:  +96 hrs.

Area Managers

Area Manager Hotline

**866-241-6573

Fourth Escalation

Director

Chuck Dunleavy

732-885-7580 (Office)

732-310-4162 (Cell)