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On-Boarding Support

Equinix Fabric strives to deliver world-class support for all users of our Platform Equinix products.

Support Tickets​

In the event of a service outage or failure, open a support ticket through the Equinix Customer portal. (See Submit a Support Ticket.) Provide as much information about the issue and associated assets as possible to help expedite the process.

Contact your account team for additional information such as escalation lists or detailed procedures.

Port Management and Monitoring​

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Service providers are responsible for capacity management on their own Equinix Fabric port(s), including oversubscription.

When a connection request from a customer is accepted, you will assign the port and VLAN to be used for that connection.

Other monitoring capabilities include:

  • Port capacity threshold notifications can be enabled based on committed bandwidth
  • Port and VC utilization information is available in the portal and using APIs
  • The Equinix Fabric performance dashboard shows the top five most utilized ports and other relevant information.
  • Equinix offers messaging queue capabilities to receive real-time notifications including Fabric port up/down and Fabric VC up/down notifications. Service providers can use APIs to listen for notifications and automatically act on critical information.