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Cross Connects FAQs

What is the availability or performance SLA for Cross Connects?​

The SLA for Cross Connect availability “up-time” is 99.99% or above.

What are some of the key use cases for Cross Connects?​

Equinix customers can use Cross Connects for a variety of purposes, including:

  • Private peering
  • Delivering services
  • Connecting to private WANs
  • Connecting to the central switching fabric

Where are Cross Connects available?​

Cross Connects are available in most IBX locations globally. To view IBX data centers in an interactive map, go to the Equinix Marketplace Dashboard and click the Locations & Connectivity card. Within the map, refer to the IBX Specifications sheets for Cross Connect product availability at each IBX.

What are the Cross Connects product media specifications?​

Cross Connects product media specifications include:

Media TypeConnector Type
POTSRJ11
UTPRJ45
COAXBNC
Single-mode fiber*SC, ST, FC, and LC
Multi-mode fiberSC, ST, and LC

* Single-mode fiber (SMF) is the only media type available in IBX data centers globally, effective March 31, 2024.

What type of Cross Connects are available at new IBX data centers?​

Single-mode fiber (SMF) is the only media type available for cross connects at all IBXs.

How do I order a cross connect?​

Customers can order Cross Connects without a signed quote. Service orders and quotes are typically used only for first installs of new customers, or when a customer purchases Cross Connects that deviate from list and customer-specific pricing.

Customers can order Cross Connects directly through the Equinix Customer Portal. This results in the fastest turnaround with the highest accuracy, because the customer is familiar with the configuration and can enter the information directly. The order books automatically.

Customers can also to order Cross Connects by contacting the Equinix Global Service Desk (GSD) by email or by phone (email orders result in higher accuracy). GSD orders are processed manually, which results in a longer delay before the order is booked. In addition, a GSD agent might need to contact the customer for missing information or to clarify requirements.

How long does it take to provision a Cross Connects connection?​

The provisioning SLA is 24 hours for up to 3 cross connects. The provisioning time SLA increases with increased order quantities. For example, the SLA for 4-6 Cross Connects requires 36 hours.

See Cross Connects Provisioning Interval by IBX for more information.

If I request the removal of a cross connect, when will my request be completed?​

After you submit the removal request, Equinix removes the cross connect on or after your Requested Removal Date, depending on operational availability. The cross connect is invoiced through the actual removal date, which is no less than 30 days from the date you submitted the removal request. The Equinix Customer Cabling and Cross Connect De-Installation Product Policy applies to all de-installation requests. See Remove a Cross Connect for more information.

How do I use the asset search box in the Cross Connect Removal form?​

Enter the asset or serial number of the A-side for the cross connect that you want to remove. If the cross connect asset is found, the IBX, Cage or Suite, and Cabinet fields are automatically populated, and all the associated assets are listed in the Service Details For Cross Connect Removal section. Select the cross connect that you want to remove. See Remove a Cross Connect for more information.

I submitted a Cross Connect Removal Request that includes a Smart Hands order to remove a patch cable. When will the patch cable removed?​

During the cross connect removal process, you can select the option to Create a Smart Hands order to remove if there is a patch cable in place. This option automatically creates a separate Smart Hands order to remove the cable. The Smart Hands order will be scheduled to be completed by your Requested Removal Date.

How are Cross Connects Trouble Tickets managed?​

When a ticket is placed for Cross Connects, Equinix tests the circuit from the user's A-side demarcation point to their Z-side demarcation point. If the physical circuit works correctly:

  • Equinix notifies the user that their circuit problem isn't an Equinix issue.
  • Equinix charges a Smart Hands fee.
  • The user can contact their carrier or their network to resolve the issue.
  • The user can place a Smart Hands order for Equinix to test or fix the circuit in the user's A-side cage.

Can a live interconnection service be physically moved from one cage or cabinet to another? How do I request this migration service?​

Physically moving one end of any live interconnection service is referred to as migration. This involves moving the A-side or Z-side of the service from one cage or cabinet to another within the metro.

To migrate an interconnection service, you must submit a request for scheduled maintenance. Gather details about the physical connection, the cages, and the maintenance schedule. Send this information to the region’s migration team. For details about submitting information to the migration team, and an overview of the workflow, see Request an Interconnection Service Migration.

  • If the circuit is not live, you can use the Equinix Customer Portal to submit a de-install order and an install order with the new demarcation required. 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.