Support Plans

Business infrastructure requires maintenance and support 24x7x365. Our experienced IBX technicians can manage your IBX data center infrastructure for you, so your internal IT personnel are free to concentrate on your mission-critical tasks. And with a pre-paid Smart Hands support plan, you can save money, time, and hassle.

Benefits of a Smart Hands Support Plan

  • You can use Smart Hands services at a discounted cost (up to 40%).

  • You can customize your support plan by choosing the exact number of support hours to include in your plan (per month or per year).

  • You can accurately budget future costs for regular scheduled maintenance.

  • If you have an emergency and need assistance with your equipment immediately, you don't have to go through your company’s purchase approval process first.

  • You can use your plan hours in any IBX in the country for which the plan was purchased, or choose to restrict the plan hours to a single IBX.

  • You can reduce red tape by eliminating the need for individual internal approvals for support costs.

  • You can better reconcile your budgets by separating a financial expense (plan purchase) from day-to-day operational expenses (operations or support).

  • You can roll over unused monthly plan hours for 1 month (if you choose the Rollover plan).

  • You can choose from two payment schedules for your support plan: monthly or yearly.

Monthly Smart Hands Support Plan

  • This plan provides on-site technical assistance for the number of prepaid hours stated on the contract.

  • After the Initial Term, the plan automatically renews for the Renewal Period stipulated in the contract.

  • Any unused prepaid hours remaining at the end of the applicable period will expire; they will not be refunded or roll over to the following period.

Monthly Smart Hands Support Plan With 1 Month Rollover

  • This plan provides on-site technical assistance for the number of prepaid hours stated on the contract.

  • After the Initial Term, the plan automatically renews for the Renewal Period stipulated in the contract.

  • Any unused prepaid hours remaining at the end of the applicable period will roll over for one additional 30-day period (“1 Month Rollover”). Hours from the current period are consumed first, followed by any rollover hours. Any rollover hours that remain unused at the end of the 1 Month Rollover will expire; they will not be refunded or roll over to the following period.

Prepaid Smart Hands Hours Plan

  • This plan provides on-site technical assistance for the number of prepaid hours stated on the contract.

  • This plan is a one-time purchase of prepaid Smart Hands hours with a 12-month Initial Term. After the Initial Term, the plan does not auto-renew.

  • Any unused prepaid hours remaining at the end of the applicable period will expire; they will not be refunded or roll over to the following period.

Tip: With the purchase of any Smart Hands Support Plan, you can choose to restrict the use of prepaid hours and rollover hours to only the specific IBX data center for which the plan was purchased. If you do not select this option, the hours can be used at any IBX data center in the country for which the plan was purchased.

From the Operations menu in ECP, select Smart Hands Support Plans to see your purchased support plans:

Tip: You can use the filter and search options to refine the list.

Except as listed below, Smart Hands Support Plans only include “time and material” Smart Hands support, and do not include any fixed-price Smart Hands services. The following fixed-price Smart Hands services (delineated as Part Number PS00040 or PS00041) are the only ones eligible to be included in the Smart Hands Support Plans:

  • Cross Connect Report (PDF or XLS)

  • IBX Access Activity Report (formerly known as the Cage Access Log)

  • IBX Access Permissions Report (formerly known as the Access Enrollment Report)

  • IBX Maintenance Notifications Report

  • Install Base Report / Power Circuit Report

  • Occupied Ports Report

  • Order Notification Report / Smart Hands Report

  • Orders Report

  • Power Consumption Report—non-BCM

  • Power Consumption Report BCM

  • User Audit Report

  • User Details Report

  • Loaded Cabinet Move

  • The discounted fees are based on the number of prepaid Smart Hands Support Plan hours purchased prior to the beginning of the applicable billing period.

  • Equinix measures the Smart Hands Support Plan usage in 30-minute increments.

  • Pre-paid Smart Hands hours can be used at any IBX data centers within the country specified in the contract, unless otherwise specified by the user's selected Smart Hands Support Plan.

  • Any additional Smart Hands hours used over the prepaid amount are charged at the then-current hourly rate.

  • As of the Effective Date set forth on the contract, users must pay the plan fees applicable for the Smart Hands Support Plan, at the rates listed therein.

  • The Equinix Smart Hands Support Plan Policy supplements and sets forth terms and conditions governing the use of the Equinix Smart Hands Support Plan by users. Any undefined terms have their meanings given in the contract or the MCA.

  • By request, and for an additional fee, Equinix may (upon availability) expedite a user’s Smart Hands Support request.

  • Equinix reserves the right to reject a user’s Smart Hands request if such rejection is reasonable, or if such service is not offered as part of Smart Hands.

  • Equinix reserves the right to require that a user’s Smart Hands instructions be given in additional detail and in writing (which may be by electronic mail).

  • Equinix reserves the right to perform Smart Hands services at the user’s expense if the user fails to act in a timely manner in regard to IBX policies (for example, regarding suite cleanliness, shipping and receiving, etc.).

  • The Smart Hands service is limited to visual and physical support of IBX hardware (for example, no application support), unless otherwise instructed by user’s IT personnel.

  • An authorized user representative must always be available when services are performed (via telephone, during an agreed-upon window of time).

  • Equinix Professional Services teams are available for management of data center components and issues not covered by the Smart Hands service.

  • Monthly or Prepaid hours do not roll over and are forfeited if not used:

    • Monthly hours must be used within the 30-day plan period.

    • Prepaid hours must be used within a 12-month period.

  • For the Rollover plan:

    • Usage will first consume hours from the current month, then from the rolled over hours from the previous month.

    • Monthly hours on Rollover Plans must be used within 60 days (30-day initial plan period plus 30-day rollover).

  • Once a plan is purchased:

    • Hour additions are allowed during the contract term.

    • Hour reductions are not permitted during the contract term.

  • Prepaid Plan usage beyond the purchased allotted amount is billed at regular Smart Hands service rates, unless a plan upgrade is requested.

Note: For more details about our global policies, see IBX Policies.