Service Insight Dashboard
Equinix Service Insight (ESI) is an incident dashboard. It provides a central location to view any IBX-related or product-related incidents that may affect you. This guide will help you understand the features and functionalities of the app, allowing you to make the most of its capabilities.
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Login credentials for the Equinix Customer Portal. See Sign Into the Equinix Portal.
Permissions for IBX Services Notifications (specifically, the options for Can view and subscribe to IBX Notifications and Can view and subscribe to Network Notifications). To learn how to request these, see Permissions.
To view all incidents for Equinix Fabric and Network Edge products, you also need the Virtual Asset Notification Permission.
To open the Service Insight dashboard:
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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.
Overview Page
The Overview page provides a high-level view of your services and incidents. Here's what you'll find on this page:
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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 |
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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.) |
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There are active service-impacting incidents. |
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There are no service-impacting incidents. |
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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. |
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There are active non-service-impacting incidents. |
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There are no non-service-impacting incidents. | |
Under Investigation
Incidents that are still under investigation |
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There are incidents that need further investigation. |
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There are no incidents that need further investigation. |
The main server is under repair; but because the backup servers are operational, services are not impacted.
The main communications link between two IBXs is down; but because traffic is being routed through an alternate link, services are not impacted.
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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.
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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 | ||||||||
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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. |
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Notifications |
The right side of the window shows all updates to the incident, sorted by date/timestamp:
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. |
Incident List
The list includes the following information for each incident:
Column | Description |
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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. |
Service Offering |
(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. |
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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.).
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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.)
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Click
Export CSV to download the file to your computer or device.
Change List
The Change List feature displays all your change instances. You can filter and search for specific changes.
Column | Description |
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Change Number |
A unique ID for the change. |
Summary |
A brief description of the change. |
IBX Locations |
The affected data center sites. |
Service Impacting |
Whether Equinix-delivered services are/were impacted by the incident (Yes or No). |
Change State |
The current status of the change (Scheduled, Implement, Incomplete, Completed) |
Area of Change |
The category of the change (IBX or Network). |
Scope of Change |
Defines the extent of the change (Non-critical Activity, Scheduled Activity, Corrective Activity, Customer Outage, 3rd Party Activity) |
Service Offering |
(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. |
Affected Products |
(Network changes only) Identifies the network products or services that are being affected by the change (Equinix Connect, Equinix Fabric, Equinix Internet Access, Equinix Precision Time, Ethernet Exchange, etc.) |
Start Date |
The date/time the change started. |
End Date |
The date/time the change ended. |
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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.
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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 | ||||||||||||||
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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). |
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Planned Start Date |
Date/time the change started both locally and in UTC. |
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Planned End Date |
Date/time the change ended both in Local and UTC. |
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Resolved |
Date/time the change was resolved. |
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Area of Change |
The change type (IBX or Network). |
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Change Number |
A unique ID for the change. |
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Affected Products |
Such as Equinix Connect, Internet Exchange, Metro Connect, Colocation, Equinix Precision Time, etc. |
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IBX Locations |
The affected data center sites. |
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Service |
(IBX changes only) Electrical, Mechanical, Cross Connect, or Location. |
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Service Offering |
(IBX changes only) Such as a cage number or other asset ID. |
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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. |
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Notifications |
The right side of the window shows all updates to the change, sorted by date/timestamp:
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. |
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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.