Service Insight Dashboard

To open the Service Insight dashboard:

• Click Service Insight from the main portal navigation menu:
  

  

  or

• If you received a notification email about an incident, click View in Service Insight from the email. (If you're not already signed into the Customer Portal, you are asked to sign in.)

  

To view the dashboard from any screen in Service Insight, click (top-left corner of screen).

On the dashboard, you can choose from two views: IBX Locations and Equinix Products.

Each IBX and each product on the dashboard is represented by a tile.

IBX Locations View

The IBX view shows the current status of your IBXs:

Equinix Products View

The Product view shows the current status of your products:

IBX & Product Statuses

Each IBX or product is marked as Healthy, Affected, or Resolved:

	There are active incidents.
	There are no active incidents. The most recent incident was resolved within the last 24 hours.
	There are no active incidents. The most recent incident was resolved more than 24 hours ago.

Note: Status information is customized for you. If you're affected by the incident, you'll see a status of Affected or Resolved (as appropriate). If you're not affected, you'll see a Healthy status.

Filtering the Dashboard

To quickly identify the most important incidents, click Only Service Impacting:

When enabled, this option:

• Hides tiles that have a status of Healthy or Resolved.

• Hides tiles that only have non-service-impacting incidents.

• Shows all tiles that have service-impacting incidents.

On the IBX Locations tab, you can further refine your dashboard by selecting one or more filter options:

Filters	Description
IBX Locations	Shows data centers in the selected global regions or metros. Tip: AMER = North America and South America; APAC = Asia-Pacific; EMEA = Europe, Middle East, and Africa.
Incident Type	Shows IBXs with incidents of the selected category (IBX or Network).
IBX Status	Shows IBXs with the selected health status (Affected, Resolved, Healthy). For descriptions of these, see IBX Statuses above.

Tile Indicators

Each tile shows three icons, with a number below each icon:

Incident Type	Icon	Description
Service-Impacting A service-impacting incident is one that affects the Equinix services delivered to you. (It does not refer to the customer’s service status.)		There are active service-impacting incidents.
		There are no service-impacting incidents.
Non-Service-Impacting A non-service-impacting incident is one that does not affect Equinix-delivered services. Equinix service is confirmed to be available or restored.		There are active non-service-impacting incidents.
		There are no non-service-impacting incidents.
Recently Resolved Incidents that have been resolved within the last 24 hours.		There are recently resolved incidents.
		There are no recently resolved incidents.

Viewing the Incidents for an IBX or Product

To view the incidents, click the icon for the type you want to view:

A window shows a summary of the incidents, categorized into three tabs for Service Impacting, Non-Service Impacting, and Recently Resolved:

To see more details about an incident, click the incident title in the summary.

Tip: The incidents on each tab are shown in descending order by the date/time of the most recent update.

To see more details about an incident:

• Click an incident title on the incident summary window (accessed from the dashboard).

or

• Click an incident title from the All Incidents list.

The incident detail screen shows:

Field	Description
Service Impacting	Whether Equinix-delivered services are/were impacted by the incident (Yes or No).
Status	Current status of the incident (New, Updated, or Resolved).
Start Time	Date/time the incident occurred.
Reported	Date/time the incident was reported.
Resolved	Date/time the incident was resolved.
Incident Type	The incident type (IBX or Network).
Incident Number	A unique ID for the incident.
Affected Products	Such as Equinix Connect, Internet Exchange, Metro Connect, Colocation, Equinix Precision Time, etc.
IBX Locations	The affected data center sites.
Asset Type	(IBX incidents only) The asset types are: AC Circuit, ATS, Cabinet, Cage, Cooling Zone, DC Circuit, DC Plant, Floor, Network Cable Connection, Patch Panel / Media Converter Chassis, PDU / RPP, Phase, Room, STS, Switch Gear, Transformer, UPSH, UPSR, UPSS.
Asset Category	(IBX incidents only) Electrical, Mechanical, Cross Connect, or Location.
Affected Assets	(IBX incidents only) Such as a cage number or other asset ID.
Current Condition	(IBX incidents only) Such as Normal and Monitoring, Cable Unplugged, Loss of Redundancy, Loss of Communications, Fire / Smoke Alarm, Loss of Power.
Affected Accounts	The account numbers and names of the customers affected by the incident. Tip: To find a specific name or number, use the search box. To sort the list, click a column header.
Updates	The right side of the window shows all updates to the incident, sorted by date/timestamp: Icon Description The first update for an incident. Subsequent updates for an incident. Details about the resolution of the incident. To toggle the sort order of the updates, click or . Tip: You can use your computer's Find function (for example, Ctrl + F for Windows) to search for specific text in the incident update messages.

To see all incidents for your IBXs, click Incident List (top-left corner of Service Insight screen).

This list shows all the incidents (current and past) that may have impacted you.

The list includes the following information for each incident:

Column	Description
Incident Number	A unique ID for the issue.
Summary	A brief description of the issue.
IBX Locations	The affected data center sites.
Service Impacting	Whether Equinix-delivered services are/were impacted by the incident (Yes or No).
Incident Status	The current status of the issue (New, Updated, or Resolved).
Incident Type	The category of the issue (IBX or Network).
Affected Products	Such as Equinix Connect, Internet Exchange, Metro Connect, Colocation, Equinix Precision Time, etc.
Affected Asset Type	(IBX incidents only) The asset types are: AC Circuit, ATS, Cabinet, Cage, Cooling Zone, DC Circuit, DC Plant, Floor, Network Cable Connection, Patch Panel / Media Converter Chassis, PDU / RPP, Phase, Room, STS, Switch Gear, Transformer, UPSH, UPSR, UPSS.
Occurred At	The date/time the incident occurred.
Updated At	The date/time of the last update for this issue.

Sorting the List

You can sort the list by any column. The currently sorted column is indicated by a blue arrow ( ). To sort by a different column, click the up/down arrows ( ) for that column. You can click again to toggle between ascending and descending order.

Searching the List

Use the Search incidents box to search all the columns for a word or string. For example:

Tip: You can search using full or partial words. Search terms are not case-sensitive.

Filtering the List

You can quickly filter the list using these options at the top:

• IBX Locations – Select one or more sites.

• Service Impacting – Select Yes or No.

Or click All Filters for more options:

Choose your filters and click Apply.

Exporting the List

To retain a copy for your records, you can save the list to a CSV (comma-separated values) file. You can open the export file in programs such as Microsoft Excel or Google Sheets, where you can perform other actions on the data (sort, filter, hide rows/columns, create charts, etc.).

1. Use the filters and/or search box to select the incidents you want to export. (If you don't refine the list, the entire list is exported.)

2. Click Export CSV to download the file to your computer or device.

Get Support

For questions about Service Insight or a specific incident, you can contact your Customer Success Manager (CSM) or the Global Service Desk (GSD), or you can open a support case through the portal (see Customer Support).

Submit Product Feedback

For comments or suggestions about Service Insight, click the Feedback button on the right edge of the Service Insight page, or send email to Product Feedback.

Submit General Feedback

For general questions or comments about our company, products, and services, go to Tell Equinix – We're Listening.