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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.

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.

Benefits​

Smart Hands support plans offer several operational and financial advantages:

  • Discounted rates: Receive up to 40% off standard Smart Hands hourly rates.
  • Customizable plans: Choose the exact number of support hours to include in your plan, either monthly or annually.
  • Cost planning: Budget for recurring maintenance and scheduled activities.
  • Simplified approvals: Avoid delays caused by internal purchase approvals, especially during urgent requests.
  • Flexible usage: Apply plan hours across multiple IBX locations or restrict usage to a specific site.
  • Expense separation: Distinguish between financial expenses (plan purchase) and day-to-day 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​

Equinix offers three types of Smart Hands support plans. Each plan includes a set 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.
tip

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​

  • 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​

  • 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. The following fixed-price services are eligible for use with support plan hours and are billed under part numbers PS00040 or PS00041.

  • IBX Access Activity Report (formerly known as the Cage Access Log)
  • IBX Access Permissions Report (formerly known as the Access Enrollment Report)
  • Power Consumption Report—non-BCM
  • Power Consumption Report BCM
  • Loaded Cabinet Move
  • Service Delivery Report – SLA
  • Service Delivery Report – IBX Service Summary
  • Service Delivery Report – Customized