NOC Escalation

First Contact:
Network Operations Center
Repairs & Maintenance
877.340.2555

Level 1 Escalation:
Call 877.340.2555 and request a First Level Escalation.

Level 2 Escalation:
Call 877.340.2155 and request a Second Level Escalation to a NOC Team Lead.

Level 3 Escalation: NOC Manager
Monday – Friday 8 a.m. – 5 p.m.
Call 866.780.0704 and request a Third Level Escalation from a Manager on duty.

After-Hours & Weekends
Call 866.432.0662 and request a Third Level Escalation from the on call Manager.

Level 4 Escalation: Director
Shawn Nichols
585.340.2521 Office
866.432.9662 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Jason White
704.319.8850 Office
866.594.4838 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Level 5 Escalation: Vice President
Jim Manetta
585.340.2632 Office
877.500.5920 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Level 6 Escalation: Executive Vice President
Sharon LaMantia
585.340.2975 Office
866.780.0702 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Customer Care Escalation

Please use this to contact our Customer Care management team regarding any billing or order related issues that
are not being addressed to your satisfaction. Feel free to contact us at any time with comments or suggestions to help
us serve you better. If you are having issues or concerns related to a trouble ticket please contact the management
team on the NOC Escalation List.

First Contact:
Customer Care Team
Account & Billing Inquiries
1.877.340.2600
Mon-Fri 8 a.m. – 8 p.m. ET
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
To e-mail the Customer Care management team, please use:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Level 1 Escalation:
Katie Korndoerfer
Customer Care Supervisor
585.413.2426 Office
888.528.4355 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Lonnie Williams
Customer Care Supervisor
585.340.8479 Office
888.356.6643 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Brendan Hurley
Customer Care Supervisor
585.413.2232 Office
877.270.9456 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Level 2 Escalation:
Laura Silivestro
Customer Care Manager
585.340.3094 Office
877.645.2872 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Level 3 Escalation:
Trish Dow
Vice President - Customer Care
585.340.2670 Office
866.249.5820 Cell
This e-mail address is being protected from spambots. You need JavaScript enabled to view it