Technician Messaging

To enable the Messaging option when you add a new order in the Customer Portal:

1. Under Scope of Work, select Enable messaging with technician when work is in progress:

   

2. Under Contact Info, select at least one Technical Contact:

   

3. For the chosen Technical Contact(s), select Include mobile phone number.

4. Click the pencil () and specify the mobile phone number, country code, and the hours of contact availability.

5. Continue with the ordering process. For more information, see Submit a Smart Hands Order.

When work begins on your order (that is, when the Status is In Progress), an automated SMS message is sent to all Technical Contacts on the order (excluding any Unlisted contacts). The message contains a link for you to reply to the technician via the Customer Portal.

1. To send a message to the Equinix technician while work is being done on your order, there are several ways to access the messaging option:

   Note: The order status must be In Progress.

   • Click the link in the SMS message you received.

     or

   • On the Orders and Tickets History screen, move your cursor to the In Progress status of your order until it changes to a button, then click Send Message:

     

     or

   • On the Orders and Tickets History screen, click your order number to view the Activity Timeline.

2. Enter your message for the technician:

   

3. Click Upload File(s) to add attachments.

4. Click Submit.

For orders with the Text (SMS) technical contact option enabled, Equinix might initiate messaging with you when your order is in progress. If the technician sends you a message, you’ll see an orange message icon () in the Status column of the Orders and Tickets History screen:

Hover over it and click View New Message to read the message in the Activity Timeline (and send a reply, if required).