Frequently Asked Questions - Equinix Global Service DeskExpand All
What is the Equinix Global Service Desk
The Equinix Global Service Desk (GSD) is your 24 x 7 support for all customer requests and incidents occurring within our IBX’s.
When will I have access to the Global Service Desk?
You will have access to the GSD on the day of integration. This date will be confirmed to you nearer the time.
What languages does the Global Service Desk support?
Equinix provides support in English, Spanish and Portuguese.
What are the opening hours for the Global Service Desk?
The Global Service Desk is open 24 hours a day, 7 days a week, and 365 days a year.
What is an IBX®?
IBX stands for International Business Exchange. This is the name Equinix gives to our 200+ Data Centers around the world.
I need urgent support in the IBX, what do I do?
After integration, you can contact the GSD 24/7/365 by phone or the Equinix Customer Portal (ECP) via following link: http://www.equinix.com/contact-us/customer-support/
How can I get access to the Equinix Customer Portal?
Your registered administrators will be able to create a profile for you on the ECP and can allocate ordering permissions accordingly.
The Service Desk has informed me that my e-mail address is not registered. How can I be added to the list of authorized users?
Please contact the main administrator of your organisation or your Customer Success Manager.
I have sent an e-mail, but my request is urgent, what can I do?
Please call us on the telephone numbers provided HERE, select your preferred language and select the service you require.
Can I place orders via phone?
The quickest way to place orders is via the ECP. Orders can also be placed via email and you may ask questions about your order over the phone, but we request you confirm your order by email.
What is the difference between Standard, Expedited and Scheduled Smart Hands™?
You can use the Smart Hands™ service when you are unable to attend the site yourself. You can submit a ticket to restart your server, install equipment, lay cables, add accessories and trouble shoot.
Please raise a Smart Hands ticket at least 24 hours in advance for scheduled maintenance requirements. Smart Hands is invoiced in 30 minute increments.
A Standard Smart Hands will start within 24 hours after being submitted. Expedited Smart Hands will be prioritised and completed as soon as reasonably possible. Additional fees may apply.
For Scheduled Smart Hands, customer maintenance will be done at your requested time in the future. Should your time window be within the next 24 hours, additional fees may apply.
Please note that Equinix retains the right to reject Expedite and Scheduled Smart Hands, for example due to high work load. Should this be the case, we will notify you in a timely manner.
My shipment was refused, what can I do?
In order to allocate and keep track of your shipment in a proper manner, Equinix requires an inbound shipment ticket. For this, we ask you to provide us with an expected delivery date and the couriers tracking number. If an inbound shipment ticket is not presented upon delivery, your shipment may be refused. Should this be the case, please submit an inbound shipment ticket via the Equinix Customer Portal, or forward your shipment details to our Service Desk via e-mail. As soon as an inbound shipment ticket is logged, you can instruct your courier to deliver your shipment.
How much notice does Equinix require for Work Visits?
There is no notice period for Work Visits submitted via the ECP. Upon submitting details your visitor can be granted access to our sites immediately. Work Visits submitted via email will be subject to a slight delay as they need to be manually processed by the Service Desk
I have received an email reporting an incident ongoing in a Data Center where my equipment is present. What should I do?
Equinix will notify you of an ongoing situation via e-mail. You will receive the latest updates for the incident until the situation is resolved.
Equinix has informed me about maintenance works that will happen in the future. Is any action required from my side?
The maintenance notification is an alert to advise we will be carrying out work which may affect your service. The details and impact of the work will be described in the body of the email notification, in English, Spanish and Portuguese. Should you require additional information, please contact the GSD.
I have a question about the pricing of the services. Who should I contact?
Your Account Manager is responsible for any questions about pricing.
What are the Service Level Agreements for Trouble Services, Smart Hands™ and Cross Connects?
- Trouble Services: Technicians will begin troubleshooting within 30 minutes of receipt of the trouble ticket
- Smart Hands™: Depending on the complexity of the request, technicians will complete the work within 24 hours
- Cross Connects: Technicians will complete the cross connect within 24 hours of receiving all required configuration details. Please note, this only applies to Network Cable Connections.
I have a complaint. What should I do?
If you have a complaint, please contact your CSM who should be able to take appropriate action. If this is not possible, and you still wish to make a complaint or to leave feedback, please go to https://www.customersat3.com/csc/equinix. Alternatively, for complaints regarding real-time issues, please contact your CSM or our Service Desk 24/7/365 by phone or email. Contact details are provided on the following link: http://www.equinix.com/contact-us/customer-support/.
What is an LOA and when do I need one?
An LOA is a Letter of Authority. LOAs are required in all instances when ordering cross connects that terminate outside of your own cabinets or cages.
How can I place an order?
Please place orders via the ECP https://portal.equinix.com. Orders can also be placed by email, however may be subject to delay as emails require manual processing by the GSD. Contact details are provided on the following link: http://www.equinix.com/contact-us/customer-support/.
- Equinix customers can use Equinix Customer Portal Mobile (available for iOS or Android) to order Equinix products and services, review orders, and communicate directly with Equinix technicians.
- Users can place orders for Smart Hands, Work Visit, Inbound Shipment, Outbound Shipment, Trouble Ticket, IBX Access, and Conference Room Booking.
- Login with current Equinix Customer Portal (ECP) username and password is all that is required to begin using the mobile application.
- Users can also receive mobile push notifications for pending storage items so that timely action can be taken on these notifications. The push notifications can be turned on/ off within app settings.
Which services will I be charged for and which products are free?
Equinix provides the following services free of charge: Patch Panels, Trouble Services, Work Visits, Shipments (Inbound or Outbound) and Site Tours.
- Shipment deliveries: Smart Hands charges will also apply if a request is made to deliver shipments (Inbound or Outbound) to your cage or suite.
- Trouble Tickets: if on-site or off-site technical assistance and troubleshooting is required for customers’ equipment, a Smart Hands charge will apply.
- Patch Panel: if additional Patch Panel work is required but is not connected to an Equinix Interconnection product, e.g. Cross Connects, Metro Connects, then a Smart Hands charge will apply,
Equinix charge fees for the following services: Smart Hands™, Expedited Smart Hands™, Scheduled Maintenances and Cross Connects.
How will these changes impact my business with Equinix outside of Spain and Portugal?
These changes will have no impact on the way you do business and the services you receive from us outside of Spain and Portugal.
Where will I find my Install Base Report?
You will be able to see your assets in our IBX data centers via the ECP and you can download an Install Base Report from here. We recommend you download the report and become familiar with the new Equinix naming conventions, such as the Site References. The Install Base Report is a very important source of information. It will help you conduct business with Equinix and assist in understanding the changes in naming conventions.
If you have a Cross Connect, it is important to note that these Cross Connects have been assigned to a patch panel demarcation point inside your cage or cabinet. (See information on Cross Connects above).
If you have a Secure Cabinet in an open area, this cabinet will have an Equinix cage number assigned to it. This is referred to as a Secured Cabinet.