T3
TECHNICAL
SUPPORT

After-Hours Emergency Support

T3 Technical Support is available Monday through Friday, 8AM to 5PM EST. If you require EMERGENCY support for a DOWN SYSTEM, fill out this form and the on-call engineer will be notified. You must be on site or have remote access to the system, and have all required IP addresses, usernames, and passwords to obtain after-hours support.

If your issue is not an emergency, you can return to this page during regular working hours to open a T3 support case. If you submit an after-hours case and it is NOT a completely down system, you will be BANNED from submitting any further after-hours cases.

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You have selected severity 1 as the priority for your case. Your issue must be a total system outage. You must be on site with access to the equipment ready to work with an engineer. If your issue does not meet the requirements for a priority 1 issue it will be downgraded and put back into queue.

IF YOUR ISSUE IS AN IPFLEX OR SIP TRUNK ISSUE, RESTART THE EDGE ROUTER OR IP FLEX EQUIPMENT BEFORE OPENING A CASE WITH US.
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You have selected severity 2 as the priority for your case. Your issue must be a malfunction where the sytem loses call processing functionality or has a major degradation of services and is affecting 25% or more of the total users. You must be on site with access to the equipment ready to work with an engineer. If your issue does not meet the requirements for a priority 2 issue it will be downgraded and put back into queue.

IF YOUR ISSUE IS AN IPFLEX OR SIP TRUNK ISSUE, RESTART THE EDGE ROUTER OR IP FLEX EQUIPMENT BEFORE OPENING A CASE WITH US.

I acknowledge the issue I'm reporting is a down system. I'm on site with access to the equipment. I understand that I will be BANNED from opening cases on this site if the issues I'm reporting is not a down system I acknowledge the issue I'm reporting is a loss of call processing functionality or has a major degradation of services that is affecting 25% or more of the total users. I'm on site with access to the equipment.
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You must be on-site and ready to start troubleshooting the IP Office problem you are reporting. IP Office maintenance cases are worked the order they come in. Your case will be closed if you are not ready to work on the issue when the engineer contacts you.

AT&T personnel requesting assistance with IP Office are required to remain engaged with the T3 engineer for the duration of the trouble, regardless of skillset, ability, or training. Requests for T3 engineers to contact customers directly will be denied. As the contact for this case you must provide remote access to the customer's system via Webex or MS Teams

I acknowledge I'm the contact for this case and will work directly with the T3 engineer. I am ready to work on the issue I am reporting. I will obtain any and all information from the customer that the T3 engineer requests.

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It appears that some of the wording in your description may be related to an installation, upgrade, move, add, or change, not a maintenance break/fix issue. This form is for mainenance issues only. Maintenance issues are problems where a service or feature was working, and now it's not. Open a case on the installation form.For support with issues that are not maintenance problems. Cases opened on this form that are not maintenance related will be closed without notice and you will be BANNED from opening cases in the future.

I acknowledge the issue I'm reporting is a maintenance break/fix issue and not an installation, uprgade, move, add, or change. I acknowledge that I will be BANNED from opening futher cases if my issue is not a break/fix maintenance issue.









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