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Opening a Support Case

To open a Support Case:

  1. Log in to the Customer Portal.

  2. Click ? Support at the top right corner of the page and select Open a Support Case.

    Or, if you are already on the Support Center page, click Open a support case.

  3. Select the product or service you need support for. See Products and Services for descriptions.

  4. Complete the form presented, based on the product or service you selected.

  5. Add attachments if desired.

  6. Click Submit.

Products and Services​

Below are all the products and services you can open a support case for.

Trouble Ticket (Colocation)​

  • Cross Connect - Search and open a support case for cross connect issues.

  • IBX Data Centers

    • Environment - Search and open a support case for environmental issues in your space.
    • Hardware - Search and open a support case for hardware issues in your space.
    • Power - Search and open a support case for power issues in your space.
    • Security - Search and open a support case for security issues.
    • IBX Support - For IBX facility inquiries.
    • Customer Questionnaire Support - Self-serve option to submit a customer questionnaire form via the support portal. Case type options include: Site Specific Questions, Due Diligence, or Vendor Form / Supplier Onboarding.

  • Smart View - Search and open a support case concerning Smart View services.

Support Case​

  • Equinix Fabric

    • Ports - Search existing ports or open a support case for a new port.
    • Connections - Search and open a support case for your new or existing connections.
    • Networks - Search and open a support case for your new or existing connections.
    • Other Technical Issues - Report any miscellaneous Fabric issues.

  • Network Edge

    • Virtual Device - Receive assistance with an existing device, or get help creating a new one. Note: For customers with Cisco devices, see Opening a Cisco TAC Case to open a case directly with Cisco.
    • Connections - Get assistance with layer 2 or 3 connections.
    • Device Link - Receive help with network location and pricing.
    • Other Technical Issues - All other Network Edge-related issues.

  • Equinix Connect - Search and open a support case for issues with Equinix Connect.

  • Equinix Internet Access - Search and open a support case for issues with Equinix Internet Access.

  • Internet Exchange - Search and open a support case for issues with Internet Exchange.

  • Metro Connect - Search and open a support case for issues with Metro Connect.

  • Precision Time

    • Services - Use search functions to find your service ID or inquire about your new service order.
    • Other Technical Issues - Get consumer and network locations, as well as pricing.

  • Account Support

    • Contact My Account Team
    • IAM (Identity and Access Management)
    • Full Account Termination
    • Full Deployment Termination
    • Products/Services De-install

  • Billing Support - Get billing help and assistance with invoices, accounts, purchase orders, and other finance inquiries.

  • Order Support - Modify existing orders and get help with any ordering issues.

  • Portal Support - Receive assistance with resetting your password and all other portal-related questions.

  • Others

    • General Inquiry
    • Turn Up Call Request - IBX technicians will check end-to-end connections and Network team will test virtual configurations.
    • API Support - Receive technical assistance with API inquiries or issues.
    • Interconnection Migration Request - Provide necessary information to Equinix to facilitate an existing live interconnection service migration.

  • Contact My Customer Success Team - Use this option to open a support case with the Customer Success Team (available only to select customers at this time).