Support Plan Packages
Equinix offers a range of Smart Hands Support Plans to help customers manage data center operations more efficiently. These plans provide access to technical assistance from IBX technicians and are designed to simplify service delivery, improve cost predictability, and reduce administrative overhead.
Benefits
- Discounted rates: Up to 40% off standard Smart Hands hourly rates.
- Customizable plans: Choose the exact number of support hours for monthly or annual plans.
- Cost planning: Budget for recurring maintenance and scheduled activities.
- Simplified approvals: Avoid delays caused by internal purchase approvals, especially during urgent requests.
- Flexible usage: Use plan hours across multiple IBX locations or limit usage to a specific site.
- Expense separation: Separate plan purchase costs from operational expenses.
- Rollover support: Rollover plans allow unused hours to be used for one month.
- Billing options: Choose between monthly or annual billing cycles.
- Extended availability: Use hours during or outside of standard business hours.
Plan Types
Support plans are available in monthly and prepaid formats, with options for rollover, multi-site usage, and tiered discounts based on the number of hours purchased. Equinix offers three plan types, each with a defined number of hours and specific usage terms.
Monthly Smart Hands Support Plan (1 Month Rollover)
- Provides on-site technical assistance for the number of hours stated in the contract.
- Plan auto-renews after the initial term.
- Unused hours roll over for one additional month.
- Hours from the current period are used first, followed by any rollover hours.
- Rollover hours expire if not used within the rollover period, and are not refunded or carried forward.
Monthly Smart Hands Support Plan (No Rollover)
- Provides on-site technical assistance for the number of hours stated in the contract.
- Plan auto-renews after the initial term.
- Unused hours expire at the end of each month, and are not refunded or carried forward.
Prepaid Smart Hands Hours Plan
- Provides on-site technical assistance for the number of hours stated in the contract.
- One-time purchase of support hours is valid for 12 months.
- Plan does not auto-renew.
- Hours can be used at any time during the plan term.
- Unused prepaid hours expire at the end of the plan term, and are not refunded or carried forward.
When you purchase a Smart Hands Support Plan, you can choose to restrict the use of prepaid and rollover hours to the specific IBX data center listed in the contract. If you don’t select this option, the hours can be used at any IBX data center within the same country.
Discounted Hourly Rates
Smart Hands Support Plans offer discounted hourly rates based on the number of hours purchased. Discounts vary by plan type.
Monthly Support Plan
| Plan | Discount |
|---|---|
| 1-10 hours | 15% off |
| 11-15 hours | 20% off |
| 16-25 hours | 25% off |
| 26-120 hours | 30% off |
| 121-500 hours | 35% off |
| 500+ hours | 40% off |
Prepaid Support Plan
| Plan | Discount |
|---|---|
| 1-120 hours | 5% off |
| 121-180 hours | 15% off |
| 181-300 hours | 20% off |
| 301-1440 hours | 25% off |
| 1440+ hours | 30% off |
Included Fixed-Price Smart Hands Services
Smart Hands Support Plans generally apply to time and materials services. However, certain fixed-price services are also eligible and billed under part numbers PS00040 or PS00041. The table below shows which fixed-price services can and cannot be used with Smart Hands Support Plans.
| Fixed Price Service | Included in Smart Hands Support Plan |
|---|---|
| Service Delivery Report - SLA | Yes |
| Service Delivery Report - IBX Service Summary | Yes |
| Service Delivery Report - Customized | Yes |
| Loaded Cabinet Move | Yes |
| Power Consumption Report - non-BCM | Yes |
| IBX Access Activity Report (Previously known as Cage Activity Report) | Yes |
| IBX Access Permissions Report (Previously known as Access Permissions Report) | Yes |
| Energize AC/DC Circuit | No |
| Expedite Fee | No |