Opening a Support Case

To open a Support Case:

1. Log in to the Customer Portal.

2. Click ? Support at the top right corner of the page and select Open a Support Case.

   

   Or, if you are already on the Support Center page, click Open a support case.

   

3. Select the product or service you need support for. See Products and Services for descriptions.

4. Complete the form presented, based on the product or service you selected.

5. Add attachments if desired.

6. Click Submit.

Products and Services

Below are all the products and services you can open a support case for.

IBX Data Centers	Environment	Search and open a support case for environmental issues in your space.
Hardware	Search and open a support case for hardware issues in your space.
Smart View	Search and open a support case concerning Smart View services.
Power	Search and open a support case for power issues in your space.
Security	Search and open a support case for security issues.
IBX Support	IBX facility inquiries can be made here.
Customer Questionnaire Support	Self-serve option to submit a customer questionnaire form via the support portal. Case type options include: Site Specific Questions, Due Diligence, or Vendor Form / Supplier Onboarding.
Cross Connect		Search and open a support case for cross connect issues.
Equinix Fabric	Ports	Search existing ports or open a support case for a new port.
Connections	Search and open a support case for your new or existing connections.
Networks	Search and open a support case for your new or existing connections.
Other Technical Issues	Any miscellaneous Fabric issues report here.
Network Edge	Virtual Device	Receive assistance with an existing device, or get help creating a new one. Note: For customers with Cisco devices, see Opening a Cisco TAC Case to open a case directly with Cisco.
Connections	Get assistance with layer 2 or 3 connections.
Device Link	Receive help with network location and pricing.
Other Technical Issues	All other Network Edge related issues can be opened here.
Equinix Connect		Search and open a support case for issues with Equinix Connect.
Equinix Internet Access		Search and open a support case for issues with Equinix Internet Access.
Internet Exchange		Search and open a support case for issues with Internet Exchange.
Metro Connect		Search and open a support case for issues with Metro Connect.
Precision Time	Services	Use search functions to find your service ID or inquire about your new service order.
Other Technical Issues	Get consumer and network locations, as well as pricing.
Billing Support		Get billing help and assistance with uploading invoices.
Others	Account Support	Contact my Account Team.
General Inquiry	Any admin case issues can be presented here.
Order Support	Modify existing orders and get help with any ordering issues.
Portal Support	Receive assistance with resetting your password and all other portal-related questions.
Turn Up Call Request	IBX technicians will check end-to-end connections and Network team will test virtual configurations.
API Support	Receive technical assistance with API inquiries or issues.
Interconnection Migration Request	Provide necessary information to Equinix to facilitate an existing live interconnection service migration.
Contact My Customer Success Team		Use this option to open a support case with the Customer Success Team (available only to select customers at this time).

Opening a Cisco TAC Case

For customers with Cisco devices, you can open a TAC case directly with Cisco.

1. When opening a Support Case and selecting Products and Services, select Network Edge > Virtual Device.

2. Select Existing Device, then enter the UUID, Virtual, or Cluster Device Name of the device you need assistance with.

3. Under Case Type, select Open Cisco TAC Case to troubleshoot issue directly with Cisco.

4. Complete the form displayed at right and click Request Cisco TAC Case.