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Request an Interconnection Service Migration

Migration refers to a physical move of one end of an existing live interconnection service, which requires scheduled maintenance. This process involves relocating either the A-side or Z-side of the service from one cage or cabinet to another within the same metro. Migration requests apply to all interconnection services.

Live Circuit Handling​

To migrate a live interconnection service, you must submit a scheduled maintenance request which includes the following:

  • Details of the physical connection
  • Source and destination cage or cabinet information
  • Tentative maintenance schedule

Send this information to your region’s migration team.

Non-Live Circuit Handling​

If the circuit is not live, use the Customer Portal to submit the following:

  • A de-install order for the existing connection
  • An install order for the new demarcation point

There is no need to contact the migration team.

If internal patching is required, use the Customer Portal to create a Smart Hands order, and choose the Move Cables order type.

Creating a Migration Request​

  1. Go to the Customer Portal.
  2. Select Support from the main navigation, then click Open a Support Case.
  3. Under Products and Services, select Others from the dropdown, then choose Interconnection Migration Request .
tip

Learn more about how to Open a Support Case.

What to expect from the migration team​

The migration team is your single point of contact during the migration request and will ensure successful completion. The team manages the end-to-end flow of all migration requests for interconnection services that require scheduled maintenance (hot cut).

Steps in the migration workflow:

  1. Once a valid request is received, it is assigned to a Customer Project Manager (CPM).
  2. The CPM schedules a call with the customer representative to discuss and confirm the scope of work (SoW).
  3. If applicable, the customer representative must provide a Letter of Authorization (LOA).
  4. The team submits the necessary orders for de-install, install, and/or Smart Hands (for maintenance).
  5. If the request is for Z-side cross connect migration, the team coordinates with the A-side customer.
  6. Upon successful completion, the team updates the new circuit IDs/serial number and closes the project.

Send Migration Request to Your Region's Migration Team​

An alternate way to create a migration request is to send the required information to your region's migration team directly.

Provide the necessary information:

  • Customer account name and account number.
  • Current cage details (system name).
  • New cage demarcation details (system name, patch panel serial numbers and ports).
  • List of cross connect serial numbers to be migrated (other details if available).
  • Date and time of maintenance (tentative schedule), in the local IBX time zone.
  • Contact details for the customer representative who is authorized to place orders (include their name, phone, and email).

Send the information to the respective region’s migration team (only if it is a confirmed migration request):

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