Remote Console Access Requests

You can request Smart Hands support in order to remotely access your equipment at the IBX.

Important: Remote console access is a non-standard request. When you request remote access to your system, you agree to the Equinix Remote Console Access Requests Smart Hands Product Policy.

Remote console access requests can be conducted two ways:

  • (Recommended) On an Equinix-owned device, available globally in all data centers.

    or

  • On your own laptop (or other capable device) that you provide to the IBX.

Equinix-owned devices are configured with InfoSec monitoring and imaging software, Zoom, WebEx, Chrome, Wireshark, and PuTTY. You are not permitted to install additional software during your remote session. If you need other software installed, you must provide your own device to the IBX.

Important: When you request remote access to your system, you agree to the Equinix Remote Console Access Requests Smart Hands Product Policy.

To submit your request for a live remote access session (via your device or an Equinix-owned device):

  1. Create a meeting invitation in your selected remote access application, with a suggested date and time for the remote session. Equinix Operations will use this meeting to log in and enable remote console access for you. (You'll provide the meeting details in the request you create in the Customer Portal.)

    Note: For remote sessions via an Equinix-owned device, you must use WebEx or Zoom to create the meeting invitation. These are the only remote access applications we support on Equinix laptops.

  2. From the Orders and Tickets menu in the Customer Portal, select the appropriate request type for your situation:

    • For a service-impacting issue, choose Trouble Ticket.

      or

    • For an issue that doesn't involve an interruption of service, choose Smart Hands. Then select Smart Hands: Other from the Smart Hands Catalog.

    Tip: If you're not sure which type to submit, see Smart Hands Order vs. Trouble Ticket.

  3. Enter the IBX, cage/suite, and all other relevant details.

  4. Include the following information in your request.

    Note:

    • For trouble tickets, use the Additional Details text box.

    • For Smart Hands orders, use the text box under Scope of Work.

    1. Include one of the following messages (or similar text, as appropriate):

      • For an IBX where you've provided your own laptop/device, include the message:

        Requesting assistance for remote access to our system. Use device we provided to the IBX.

      • For an IBX where you haven't provided a laptop/device, include the message:

        Requesting assistance for remote access to our system. Need assistance using Equinix-owned device.

    2. Copy/paste the details from the meeting invitation you created.

    3. Suggest an alternate date/time for the meeting (in case your requested meeting time is not available).

    4. Describe the work needed during the remote session.

    5. Specify the connection(s) needed.

    6. If the technician will use a device you provided to the IBX, include any details they'll need to identify and use your device.

    Example:

  5. Click Upload File(s) to add any relevant attachments.

  6. (For Smart Hands orders only) Under Scheduling, select Scheduled to ensure that your request for live support can be accommodated. Select a start date and time from the calendar. Scheduled orders are reviewed by the IBX within 6 business hours.

    Note: If you request a Scheduled start time within the next 24 hours (for a 24/7 IBX) or within the next 3 business days (for a non-24/7 IBX), it is considered an expedited order, and an Expedite fee is added to your order.

  7. Complete any remaining required fields, then click Submit.

Tip: For more details about these steps, see Submit a Trouble Ticket or Submit a Smart Hands Order.

If your suggested meeting time is approved, your meeting invitation will be accepted. (Or Equinix might suggest an alternate meeting time, if necessary.)

Important: When it's time for you to connect to the session with the technician, Equinix highly recommends using your own secure out-of-band access. Equinix is not responsible for the use of open/unsecure Wi-Fi connections.

If you don't want your remote console access sessions to be conducted on an Equinix-owned device, you can provide a laptop (or other capable device) to the IBX. The Smart Hands technician will then use this device to initiate and perform your request.

To use your own device, you must provide:

  • the hardware (laptop or other capable device, and power cord/cables)

  • all software (including security software)

  • instructions to support laptop/device usage

  • login credentials (generic or customer-created)

Important: Customer is responsible for all security software and device-related security measures (intrusion detection and monitoring, firewalls, anti-virus protection software, etc.).

Note: Most IBX data centers provide unconditioned convenience power outlets with common regional single-phase voltage for temporary use. (Voltage varies by region.)

  • Standard ethernet or serial ports.

    Important: If standard ports are not available, provide appropriate adapter (USB, USB-C, Thunderbolt, etc.) to enable connectivity.

  • Wired or wireless connectivity (Wi-Fi, broadband, cellular).

The device must have web conferencing or remote connectivity software installed. Equinix recommends WebEx or Zoom:

You must provide guest access or a generic login. Equinix will not support the creation of accounts with Equinix information or Equinix employee information on your device.

Before you ship (or carry) your laptop or device to the IBX:

  1. Open an Inbound Shipment order in Smart Hands. For details, see Inbound Shipments to an IBX. In the details of the order, include the login credentials for the device you're providing.

  2. To protect your data, make sure the device does not contain any confidential, personal, or proprietary data.

Important: Be sure to include the power charger/cord and console cable. For security purposes, do NOT include the login credentials in the shipping package.

During a remote session with your device:

  • The technician logs into your device using the login credentials you provided.

  • The technician connects with you using the meeting invitation you provided in your order.

  • The technician connects the device to the serial port of your system at the IBX.

  • The technician grants you remote control of the desktop.

  • The technician monitors the device for the full duration of the work.

  • Before the session ends, you are asked to confirm that the needed work was completed.

  • The technician ends the session and properly shuts down the laptop/device.

  • The technician adds the appropriate resolution details to your order, and the order is closed. You can view the details in the Customer Portal.

  • If you will need recurring remote sessions at multiple data centers, Equinix recommends that you provide a separate device to each IBX.

  • If you only need occasional remote sessions, you can choose to use a single device, and ship it from one IBX to another (as needed).

After a remote console session at the IBX, you can:

  • Store your device at the IBX in your locked cage/cabinet (to be used for future remote sessions).

    Note: Per the Equinix Global IBX Policies on flammable materials, you cannot store your device inside a cardboard box in your cage/cabinet.

  • Have your device shipped back to you, or to another IBX.

    Note: When having your device shipped, you must also open an Outbound Shipment order in Smart Hands. For details, see Outbound Shipments from an IBX.

Yes, you must provide all necessary cables for connectivity.

Optionally, you can use Smart Hands to request an IBX technician to perform basic maintenance on your device (software updates, virus scans, etc.).

Otherwise, Equinix does not provide specific guidance on the maintenance of your device. Consult with your IT/InfoSec departments.