About Smart Hands

Equinix Smart Hands is an around-the-clock, on-site operational support service for the management, installation, and troubleshooting of your data center equipment. Smart Hands technicians can perform tasks on your behalf within your cage or cabinet.

Video – Smart Hands Spotlight

Smart Hands is an on-site tech support service at the Equinix IBX data centers. Through Smart Hands, our technical personnel can assist you with installation, maintenance, and troubleshooting of your equipment at the IBX.

With Smart Hands, you have access to our trained IBX technicians, who can:

  • Provide on-site technical assistance and troubleshooting.

  • Perform equipment installations.

  • Remove and install interface cards.

  • Test carrier circuits.

  • Take inventory of equipment, take digital photos, and record serial numbers.

  • Perform a power cycle on a router, server, or switch; soft-boot a server.

  • Move equipment within your space and cabinets.

  • Install ladder racking, pre-wire patch panels and equipment.

  • Assemble, install, and maintain cabling.

  • Verify cable integrity on installed media.

  • Provide visual verifications.

  • Install, replace, or remove equipment (router, switch card, disk drive, memory, etc.).

  • Assist with conference room and AV equipment setup.

  • Add, remove, or verify a demarcation.

  • Assist with unboxing of equipment or shipment of equipment.

  • Extend patch cables from the patch panel to the equipment.

Note: Service requests can be:

  • submitted on an ad hoc basis, or scheduled in advance

  • set to occur one time, or on a recurring schedule

Tip: For a full list of services, see Smart Hands Order Types.

The turnaround time for Smart Hands services varies based on the following factors:

  • The operating hours of the IBX.

  • The current workload and operating status of the IBX.

  • Whether you elect to expedite your order.

  • The complexity of your order.

For more details, see Turnaround Times.

  • You can communicate directly with the on-site technician, via video conferencing (if available at your IBX) or via messaging.

  • You can view various reports about your equipment (cage access logs, order history, maintenance notifications, and more).

  • Support plans are available, to help you save money over ad hoc services.