Support Case

Tip: To request access to the Customer Portal, contact us by chat, phone, or email.

This topic describes how to open a support case through the Customer Portal. It also describes how to track existing support cases, and use filters and searches to find specific cases.

  1. 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 .

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

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

  4. Add attachments if desired.

  5. Click Submit. Or, to cancel the support case, click Cancel.

And here's a brief animation demonstrating how to open a support case.

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

Request account support for:

  • Contact my Account Team

  • IAM (Identity and Access Management)

  • Full Account Termination

  • Full Deployment Termination

  • Products/Services De-install
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).

Note: The Company Administrator user can view all the support cases under a given organization. Other users can only see the cases they created themselves.

To view support case history:

  1. Click Support at the top right corner of the page and select Track Your Support Case. The Support Case History page is displayed, showing open cases. For what each of the status codes mean, see Support Case History Status Codes.

    Click to enlarge

  2. To edit a case, click the blue pencil at right.
  3. To delete a case, click the blue trash can at right.
  4. To customize which columns appear in the table, click the gear icon at right in the table heading row.
  5. To change the sort order (ascending or descending), click the arrow in the Case Number heading cell.
  6. To filter which cases are displayed, see Support Case History Filters and Searches.
  7. To view details for a particular case, click the case number at left. The Support Case History - General Inquiry Page page is displayed.

Note: Items that are unavailable (gray) cannot be edited or deleted. Contact the Service Desk for cases created before November of 2021. Cases that are canceled cannot be reopened.

Pre-configured filters are available across the top of the support case history table.

Click to enlarge

  • Open – View your current open cases and filter by date range.

  • Action Required – Cases that require further action, or additional details by customer.

  • Closed – These are past cases that have been resolved and closed.

  • All – This last option will show all your cases from past to present.

You can also filter the support case history table using the Status drop-down menu. The number of status selections currently selected is shown in a blue circle. See Support Case History Status Codes.

Click to enlarge

Click to enlarge

  • Activity Timeline Tab – Shows the current status of the case.

  • Case Details Tab – Shows the case details such as account name, account number, requestor name, and more.

  • Contacts Tab – Shows the contact information (email, phone) for the case contact person.

To return to the Support Case History table, click at left.

  • Submitted – View your current open cases and filter by date range.

  • In Progress – Cases that are currently being worked on.

  • Action Required – Cases that require further action, or additional details by customer.

  • Canceled – Cases that have been canceled.

  • Resolved – Cases that have been resolved.

  • Closed – Past cases that have been resolved and closed.

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

  1. 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 .

  2. From Products and Services, select Network Edge > Virtual Device.

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

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

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