Submit a Trouble Ticket

Video – Opening Trouble Tickets

If you have a service-impacting issue, this topic explains how to create a trouble ticket in the Equinix Customer Portal.

Important: For issues that don't involve an interruption of service, Submit a Smart Hands Order. If you're not sure which type to submit, see Smart Hands Order vs. Trouble Ticket.

Trouble tickets can be submitted by anyone with ordering privileges. Use trouble tickets for issues that require immediate response, based on a loss or interruption of service.

Note: If the loss or interruption of service was caused by Equinix, the ticket will not incur any charges. However, if the issue was customer-caused, the ticket will incur Smart Hands charges.