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 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 the screen).

On the dashboard, you can choose from three views: Geographical View, Latest Incidents, and Product Health.

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

This section displays a listing of active issues categorized as Service Impacting, Non-Service Impacting, and Under Investigation. You can see the daily change in incidents, indicating whether there has been an increase or decrease in instances.

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.
Under Investigation Incidents that are still under investigation		There are incidents that need further investigation.
		There are no incidents that need further investigation.

The incidents are represented by circles on a map, indicating their location. An exclamation point inside a circle signifies a service impacted in that location. You can zoom in to decluster the incidents and click on a location to see a breakdown by Metro.

This section provides insights into your colocation and digital services. Colocation incidents are categorized based on issue classification, giving you a product-like view. Clicking on a category provides a breakdown of services and a listing of current incidents.

The Incident Metrics section gives you a quick overview of incidents broken down by type. You can see the ratio of IBX, network, security, and EHS incidents at a glance. Hovering over the metrics provides additional details.

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 Under Investigation:

To see more details about an incident, click the incident card.

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

The Latest Incidents section displays the top 5 most recently updated or added incidents. You can hover over them to view additional details. Use the filter option to narrow down the incidents based on service impacting.

Clicking on an incident from the Latest Incidents section or the Geographical View takes you to the Incident Details view. Here, you can find information such as the incident title, type, service impacting state, time values, and location data. The incident details and bullet list provide further information about the incident. You can also view assets associated with the incident.

You can also access this view by clicking on an incident title from the Incident list or the health card.

The incident detail screen shows:

Field	Description
Service Impacting	Whether Equinix-delivered services are/were impacted by the incident (Yes or No).
State	Current status of the incident (New, Updated, or Resolved).
Occurred at	Date/time the incident occurred.
Updated at	Date/time the incident was updated.
Resolved	Date/time the incident was resolved.
Incident Type	The incident type (IBX, Network, ESH or Security).
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.
Service	(IBX incidents only) Electrical, Mechanical, Cross Connect, or Location.
Service Offering	(IBX incidents only) Such as a cage number or other asset ID.
Affected Assets & Accounts	The account numbers and names of the customers affected by the incident. To find a specific name or number, use the search box. To sort the list, click a column header.
Notifications	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 the Sort by drop-down and select Latest or Oldest. 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.

The Asset section displays all the assets affected for a specific incident. The details provided in this section may vary based on the type of product.

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.

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

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

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.

To retain a copy for your records, you can save the list to a CSV 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.

The Calendar View provides a visual representation of changes, allowing you to navigate between months and years. Hovering over a day displays the changes for that specific day.

Once a specific day is chosen on the calendar, all change requests occurring on that day will be displayed on the right side of the screen. From there, you have the option to select each change request individually to access the detailed view. Alternatively, you can hover over the change requests on the right side to view their corresponding change tasks scheduled on the calendar.

Clicking on a change number from the change list or the Calendar View takes you to the Change Details view. Here, you can find information such as the change title, area of change, service impacting, state, time values, and location data. The change details provide further information about the change. You can also view assets associated with the change.

The change detail screen shows:

Field	Description
Service Impacting	Whether Equinix-delivered services are/were impacted by the change (Yes or No).
State	Current status of the change (New, Updated, or Resolved).
Planned Start Date	Date/time the change started both locally and in UTC.
Planned End Date	Date/time the change ended both in Local and UTC.
Resolved	Date/time the change was resolved.
Area of Change	The change type (IBX or Network).
Change Number	A unique ID for the change.
Affected Products	Such as Equinix Connect, Internet Exchange, Metro Connect, Colocation, Equinix Precision Time, etc.
IBX Locations	The affected data center sites.
Service	(IBX changes only) Electrical, Mechanical, Cross Connect, or Location.
Service Offering	(IBX changes only) Such as a cage number or other asset ID.
Affected Assets & Accounts	The account numbers and names of the customers affected by the change. Tip: To find a specific name or number, use the search box. To sort the list, click a column header.
Notifications	The right side of the window shows all updates to the change, sorted by date/timestamp: Icon Description Initial notification Reminder notification Closure notification Extend notification Reschedule notification Removed notification To toggle the sort order of the updates, click the Sort by drop-down and select Latest or Oldest. 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.

The Asset section displays all the assets affected by a specific change. The details provided in this section may vary based on the type of product.

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.