1. Solutions Management Center (SMC) Contact and Escalation List
Notification
Level
1st Level
2nd Level
3rd Level
4th Level
Support
7x day
Solutions Management Center
CYBERA ( )
Sam Williams
Team Lead
cybera.net
Danny Sorensen
Morris Caen
Director of SMC
Gary Plott
VP of Customer Care
Single Site Outage
Immediate
If no response within
1 hour of reported outage
contact Team Lead
4 Hours
8 Hours
Network-Wide Outage
1 Hour
2 Hours
* Please note that the Team Leads rotate on-call duties and the SMC can provide this information