[AT&T Business.]
AT&T Managed Internet Service Customer Care.

Welcome to AT&T MIS

We thank you for choosing the MIS/PNT Service. Our website is located at https://mis-att.bus.att.com/mis-cc. You will need to submit for a user name and password. We recommend you obtain access now to be able to perform some self-serve tasks, including ticket creation and updating, escalation on active issues, or viewing your ticket history (up to 13 months).

Below is some helpful information regarding the contact information for this service. Please bookmark this page or make note of these numbers and email addresses.

MIS Request

Contact

By Using

What You Need To Provide

Immediate Service Support

MIS Technical Support (Agents available 24 x 7)

1-888-613-6330 (or 732-885-2581) prompts 2, 1. Customers can submit tickets through Business Direct https://www.businessdirect.att.com/portal/index.jsp

Circuit ID or IP Address for affected circuit.  The call must be placed by an authorized Technical or Alternate Technical Contact.

AVOICS - AT&T Voice Over IP Connect Service

AVOICS Technical Support

1-877-ATT-VDNA (877-288-8362) then follow the prompts for AVOICS

Circuit ID or IP Address for affected circuit. The call must be placed by an authorized Technical Contact or Alternate Technical Contact.

Non-Contract affecting changes:            Route Changes / Protocol Changes /  Authorized Contact Changes

MIS LifeCycle Team (Agents available M-F 8 - 8 ET)

RM-awmis@ems.att.com
1-888-613-6330 (or 732-885-2581) prompts 3 & 2

Circuit ID or IP Address specific to the circuit.  Request must originate from an authorized Technical Contact or Alternate's email address

DNS Changes

MIS DNS Team (Agents available M-F 8 - 7 ET)

RM-dnschanges@ems.att.com
1-888-613-6330 (or 732-885-2581) prompts 3 & 1. Customer can make their own changes using the DPT Tool https://www.businessdirect.att.com/portal/index.jsp

Circuit ID or IP Address specific to the circuit and Domain name.  Request must originate from an authorized Technical Contact or Alternate's email address
AT&T Scheduled Maintenance Agents Available 8am-5pm Inquires about Planned Maintenance should be directed to RM-awmis@ems.att.com  
Customer Scheduled Power Outage or Scheduled Maintenance MIS Technical Support (7 x 24) https://www.businessdirect.att.com/portal/index.jsp RM-awmis@ems.att.com
1-888-613-6330 (or 732-885-2581) prompts 2 & 1
Circuit ID or IP Address specific to the circuit.  Notification regarding a customer planned outage must originate from an Authorized Technical Contact or Alternate's email address.
Business Direct Agents Available 8-5pm 1-800-221-0000 (password resets) https://www.businessdirect.att.com/portal/index.jsp Customer support website IP Services Usage Reports, DNS administration, scheduled maintenances and impairment postings.  If you do not already have a BusinessDirect Login ID and would like access to the BusinessDirect service, please contact the MIS LifeCycle Team at RM-awmis@ems.att.com to have your Login ID set up. 
Provisioning Agents Available 8-8pm 1-888-613-6330 Prompt 4
(or 732-885-2581)
Provision new circuits and any contract affecting change requests.
Billing Agents Available 8-5pm 1-800-235-7524 dispresolution@rdsmail.ims.att.com Billing Issues or SLA Credit Requests.

MIS/PNT Customers Escalation Contact List
Technical Support Escalation Path
24x7 Support

Escalation Level

Contact

Phone Number

Escalation Interval

Severity 0 ticket
(AT&T Network Access Router Outage Catastrophic Failure)

Severity 1 & 2 Tickets
(Single Site Down or Service Degradation of Multiple Sites)

Severity 3 Tickets
(Service Degradation of Single Site)

1st level

Rotation

1-888-613-6330 Prompt 2, 1
(732-885-2581)

Customer escalations are not needed. These outages are escalated immediately.

Minimum 2 hrs after ticket creation

Minimum 4 hrs after ticket creation

2nd Level

Rotation

1-888-613-6330 Prompt 2,1
(732-885-2581)

Minimum 1 hr after previous escalation

Minimum 2 hrs after previous escalation

3rd level and higher

Rotation

1-888-613-6499
(732-885-7512

Minimum 1 hr after previous escalation

Minimum 4 hr after previous escalation

Note: As well as calling into the work center, BusinessDirect may be used to both view the status of a ticket as well as request an update.
 

Lifecycle Support Escalation Path
M-F 8am-8pm ET

Escalation Level

Contact

Phone Number

Cell Number

1st level

Rotation

1-888-613-6330 Prompt 3, 2 (or 732-885-2581)

na

2nd level

Alpesh Patel

732-844-5765

732-208-7884

3rd level and higher

Rotation

1-888-613-6499 (or 732-885-7512)

na

DNS Support Escalation Path
M-F 8am-7pm ET

Escalation Level

Contact

Phone Number

Cell Number

2nd Level Manager

Dan Haile

314-572-3120

732-371-4205

2nd Level Manager

Darrell Dechant

314-572-3122

na

Schedule Maintenances Escalation Path
M-F 8am-5pm ET

Escalation Level

Contact

Phone Number

Cell Number

1st level

Peter Elorriaga

732-844-5653

na

2nd level and above

Peter Wilson

732-885-7642

732-371-2608

 

Terms and Conditions. Privacy Policy. Contact AT&T.
Copyright © 2012 AT&T. All rights reserved.