Responsibility for resolving SD-WAN issues depends on the nature of the issue. Some issues are the responsibility of Equinix, while other issues require you to contact your device vendor.
This table lists common SD-WAN issues and indicates the responsible party.
| Issue Type | Your Responsibility | Equinix TAC Responsibility |
|---|---|---|
| CSP & BYOL Connectivity through Equinix Fabric | Equinix will triage and troubleshoot the issue. | |
| Equinix Connect (Internet) Connectivity | Equinix will triage and troubleshoot the issue. | |
| Network Edge Device Life Cycle | Equinix will triage and troubleshoot the issue. | |
| BYOL Licensing | You handle license-related issues | |
| Controller Log in & Password Issues | You contact SD-WAN vendor | |
| Device Discovery in Controller | Vendor and Equinix work together to troubleshoot | |
| Controller Version Upgrade | You contact SD-WAN vendor | |
| Controller Usability and Feature Related Questions | You contact SD-WAN vendor | |
| Device Upgrade from Controller | You contact SD-WAN vendor | |
| Device Configuration and Management using Controller | You contact SD-WAN vendor | |
| Controller Programmability & API Related Issues | You contact SD-WAN vendor | |
| Administration and Managing the Controller | You contact SD-WAN vendor |
