Trouble Ticket Codes
Each trouble ticket code represents an issue that is described in the table below. The type of primary and secondary asset reference identifiers necessary to locate the affected asset must be provided based on the issue you are facing. The severity of the issue determines how quickly the Equinix Technician will call you or resolve your issue.
| Problem Category | Problem Subcategory | Trouble Ticket Code | Asset Reference Identifiers | Severity | ||
| Category | Subcategory | Required | Optional | |||
| Primary ID | Secondary ID | |||||
| CrossConnect (Layer 1) |
A live Cross Connect circuit stopped working | 0000 | 0000 | Cross Connect or Patch Panel Serial Number | NA | High |
| A live Metro Connect circuit stopped working | 0001 | High | ||||
| A new Cross Connect circuit is not installed successfully | 0002 | Medium | ||||
| Network | ECX Connectivity Issue | 0001 | 0000 | Cage ID | Cabinet ID | High |
| IX Connectivity Issue | 0001 | High | ||||
| NE Connectivity Issue | 0002 | High | ||||
| General Network Connectivity Issue | 0003 | Medium | ||||
| Power | Experiencing a total power outage | 0002 | 0000 | Cage ID | Cabinet ID | High |
| Experiencing a partial power outage | 0001 | High | ||||
| Environment | Experiencing rising temperature | 0003 | 0000 | Cage ID | Cabinet ID | High |
| Experiencing decreasing temperature | 0001 | High | ||||
| There is a water leak | 0002 | High | ||||
| There is a structural damage | 0003 | High | ||||
| Hardware | There is a service impacting issue with my device | 0004 | 0000 | Cage ID | Cabinet ID | High |
| Security | There is a security issue with my cage or cabinet | 0005 | 0000 | Cage ID | Cabinet ID | High |
| Cage door not working | 0001 | Cage ID | NA | Medium | ||
|
As of September 2020, trouble ticket codes starting with '0006' are no longer applicable. |
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| IBX Smartview | IBX Smartview Environmental | 0007 | 0000 | Cage ID | Cabinet ID | Medium |
| IBX Smartview Power Draw | 0001 | Medium | ||||
| IBX Smartview Electrical System | 0002 | Medium | ||||
| IBX Smartview Environmental Sensor | 0003 | Medium | ||||
| IBX Smartview Mechanical System | 0004 | Medium | ||||
| Metro Connect | IBX Technician Support | 0012 | 0000 | Patch panel ID | NA | Medium |
| Service Down | 0001 | High | ||||
| Service Degradation | 0002 | Medium | ||||
| Change Request | 0003 | Medium | ||||
| General Inquiry | 0004 | Low | ||||
| A new connection is not working | 0005 | Medium | ||||
