Skip to main content

Customer Support

Equinix Customer Support provides centralized access to technical assistance, case management, and account services through a centralized portal. Customers can now self-serve many tasks that previously required manual support. Use the sections below or the search function to find the information you need.

Global Support Menu​

In the Customer Portal, select Support from the main navigation to view available support resources.

From the support menu, you can access the following resources:

  • Knowledge Base – Search for help articles, policies, certifications, and technical documentation.
  • Start a Live Chat – Connect with Equinix Support via 24/7 live chat (English only).
  • Open a Support Case – Submit a case for product or service-related issues, including IBX data centers.
  • Track your Support Case – View the status of current and past support cases.
  • Request a Callback – Leave your contact details and someone from Equinix Support will call you.
  • My Equinix Contacts – Displays a page of your assigned Equinix contacts and their contact information.
  • Visit Support Center – Access information on support cases, the help center, product documentation, and the Equinix customer guide.

Accessing the Support Center​

There are two ways to access the Support Center:

  • Option 1: Select Support from the main navigation, then choose Visit Support Center from the menu.

  • Option 2: From the main navigation menu, click Support Center directly.

The Support Center​

The Overview tab of the Support Center shows a dashboard of your support cases, grouped by status:

  • Action Required – Cases that need your input or follow-up
  • Open – Active cases currently being worked on
  • Closed – Resolved or completed cases

The Support Cases tab displays a full list of your cases:

  • Select the Support Cases tab or click View all cases.

  • Select a specific case to view its status.

For details on managing cases, refer to Managing Support Cases.

Select Open a support case to create a case. For more information, go to Opening a Support Case.

Use the Knowledge Base search bar to find topics on products, services offered, certifications and compliance, product policies, and more.