Customer Support Center

Global Profile Header

Customers can now see and edit their business profile right from the portal. The bell icon will still show notification alerts and the Support Icon will give access to the Support Tray menu. The profile icon is now visible and this icon provides access to user settings. To access these settings do the following steps:

  1. Click the user profile icon at the right corner of the portal. (The icon will display the user's initials.)

  2. Click on User Settings.

  3. The page will land on the Profile tab. There are 8 tabs.

    1. Profile - Edit personal details and various forms of contact.

    2. IBX Security - Edit forms of personal access.

    3. Permissions - Ordering permissions and subscriptions granted.

    4. Crisis Contact Management - Edit contact sources for physical or information security.

    5. Notification Preferences - These are the notifications that will appear on your portal.

    6. Interface Preferences - Edit your name and time appearance on your profile.

    7. Privacy - Set up your privacy preferences.

    8. Share - Set which user profiles are assigned permissions and displayed on the network.

Global Help Tray

Within the portal, click Support in the upper-right corner of the page.

Note: The global help tray is currently being standardized for all portals. However, support is still available for everyone. Some support items might not be available for all users.

Choose an option from the Help Tray:

  • Knowledge Base - Search the knowledge base for policies, certifications, help articles and more.

  • Start a Live Chat – Equinix Live Chat Support is available 24 hours every day in English.
  • Support Case – Open a support case for products and services including IBX data center-related issues.

  • Notification Center – Find updated status on current and past cases.

  • Request a Callback – Leave your contact details and someone from Equinix Support will call you.

  • Support Center – Access information on support cases, the help center, product documentation, and the Equinix customer guide.

Digital Services Support

You can find support for all digital services offered by Equinix. For more information on how open a general support case from the portal, visit the knowledge base Support Case page in Case Management.

Follow the quick steps below to go directly to the digital service you need support with.

  1. At the top-left of the screen, click the menu to access Digital Services.

  2. Select the area in which you need support.

    Example: Under Digital Services choose Network Edge.

  3. Under Case Details select the specific case type.