Smart Hands vs. Custom Orders

When you need assistance from Equinix, use this topic to determine whether to submit a Smart Hands order or a custom order.

Most post-installation services can be requested via a Smart Hands ticket. But large requests, complex requests, or requests that require a firm quote should be requested as a Custom Sales Order.

Common Request Types

This table shows the recommended order types for commonly submitted requests:

Request Type	Smart Hands Order	Custom Order
Pre-loaded cabinet move	Moving fewer than 20 cabinets and within the same IBX data center. Tip: Select Smart Hands Type Other	Moving cabinets from one IBX to another, or moving 20+ cabinets.
Empty cabinet move	Moving empty cabinets from cage to cage or from loading dock to cage. Tip: Select Smart Hands Type Move/Replace Equipment.	N/A
Wire managers	If Wire Manager is available to purchase under Equinix Accessory List. Tip: Select Smart Hands Type Install Equipment. If you are unsure of placement of wire managers or if it will fit with your current implementation, contact your SE and proceed with a custom order.	When specific part is required and not listed under Accessory List.
Cage modifications and accessories (door, mesh, camera, etc.)	N/A	Custom Sales Order is required.
Camera	Customer-provided camera: Contact your Customer Success Manager (CSM) to enter a feasibility review. If approved, this will turn into a Smart Hands request.	Equinix-provided camera: Submit request via Custom Sales Order.
Private patch panel (Meet Me Room)	N/A	Standard Equinix Patch Panels should be submitted via a regular Sales Order. Non-standard patch panels should be entered via a Custom Sales Order.
Pre-wire	Small scope of work (under 24 pair - 48 strands) and using standard parts with wire schematic. Note: IBX standard 24 hour SLO is not applicable for pre-wire. Customers will receive notification of an alternative resolution date (ARD) once the technician has reviewed the request. Tip: Select Smart Hands Type Install Cables.	Any pre-wire builds greater than 24 pair (48 strands) are considered a custom order and not a large order.
Fiber tray	Simple add-on to an existing build (less than 6 ft.). Tip: Select Smart Hands Type Install Equipment.	New installs or add-ons more than 6 ft.
Power Distribution Units (PDUs)	N/A	Custom Sales Order is required.
Copper tray	Simple installs to an existing build (less than 10 ft.) or adding accessories to an existing build. Tip: Select Smart Hands Type Install Equipment.	New installs or add-ons more than 10 ft.
Cabinet	N/A	Custom cabinets.
Cabinet accessories	If the parts are listed in the Smart Hands accessory list, order through Smart Hands Accessories.	If the parts are not listed in Smart Hands, a Custom Sales Order is required.
Equinix camera	Work with your Equinix Sales Representative and go through the standard ordering process.
Patch cables	Patch cables listed in accessory list. Tip: Select Smart Hands Type Install Cables.	Patch cables not listed in accessory list, or for bundled pricing.
Rack and stack	Small builds up to 100 RU in total equipment size can be completed via Smart Hands. Tip: Select Smart Hands Type Install Equipment. Note: IBX standard 24 hour SLO is not applicable for Rack and Stack. Customers will receive notification of an alternative resolution date (ARD) once the technician has reviewed the request.	Rack and stack builds greater than 100RU in total equipment size.
Security systems	N/A	Custom Sales Order is required for all security system orders and changes.
Innerduct	N/A	If Equinix is responsible for installing/supplying the cable. Important: Innerduct install order is required in addition to custom order.
Audit	Tip: Select Smart Hands Type Physical Audit.	N/A
In-mesh demarcation panels	N/A	Custom Sales Order is required.
Dedicated racks and panels for intra-customer Cross Connects (ICCCs)	N/A	Custom Sales Order is required.
Flex-space demarcation (Equinix Flex Space)	N/A	Custom Sales Order is required.