Smart Hands Order vs. Trouble Ticket

When you need help from Equinix, use this diagram to decide which type of ticket to create: a Smart Hands ticket or a trouble ticket.

Note: If the cause of a trouble ticket is determined to be on the customer side (i.e., not related to Equinix facilities/processes), the Smart Hands hourly rate is charged for the troubleshooting time spent, plus the cost of any parts used. However, no Expedite fees are charged.