Opening a Support Case
Submit support cases for technical issues, service requests, or account-related inquiries.
Depending on your permissions, access to creating different case types may be limited.
How to open a Support Case
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Go to the Customer Portal.
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Select Support from the main navigation, then select Open a Support Case.
Alternatively, from the Support Center, click Open a support case.
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Select the appropriate category from the dropdown menu. Refer to Products and Services for descriptions.
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Complete the form by filling in the required details based on the product or service selected. Each form may vary in its required fields, which can include:
- Case type
- Service ID or asset reference
- Issue description
- Attachments and any supporting documents
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Submit the case and monitor its status. Refer to Managing Support Cases to learn how.
Products and Services
You can open support cases for the following categories:
Trouble Ticket (Colocation)
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Cross Connect - Get help with your cross connect setup
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IBX Data Centers
- Environment - Temperature, humidity, or air quality issues in your space
- Hardware - SeEquipment-related issues
- Power - Power supply or circuit issues
- Security - Access or badge-related issues
- IBX Support - General IBX facility inquiries
- Customer Questionnaire Support - Self-service option to submit forms related to site-specific questions, due diligence, or vendor onboarding.
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Smart View - Issues related to Smart View monitoring and analytics services
Support Case
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Equinix Fabric
- Ports - Issues with existing or new port connections
- Connections - Issues with existing or new connections
- Networks - Issues with existing or new networks
- Other Technical Issues - Miscellaneous Fabric issues
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Network Edge
- Virtual Device - Get help with an existing device or setting up a new one
noteFor customers with Cisco devices, see Opening a Cisco TAC Case to open a case directly with Cisco.
- Connections - Get help with layer 2 or 3 connections
- Device Link - Get help with network location and pricing
- Other Technical Issues - All other Network Edge-related issues
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Equinix Connect - Routing or connectivity issues
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Equinix Internet Access - Performance, configuration, or availability concerns.
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Internet Exchange - Peering or traffic issues
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Metro Connect - Service disruptions, provisioning delays, or configuration changes
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Precision Time
- Services - Use search functions to find your service ID or inquire about your new service order
- Other Technical Issues - Find locations and pricing for consumer and network services
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Account Support
- Contact Account Team
- Reseller setup
- IAM (Identity and Access Management)
- Full Account Termination
- Full Deployment Termination
- Products/Services De-install
- Billing Account Creation
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Billing Support - Get billing help and assistance with invoices, accounts, purchase orders, and other finance inquiries.
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Order Support - Modify existing orders and get help with ordering issues
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Portal Support - Get help with password resets, locating colocation assets, generating reports, or managing user access.
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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.
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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).