Incident Details

Clicking on an incident from the Latest Incidents section or the Geographical View takes you to the Incident Details. 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:

• 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:

    • 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.

Affected Assets

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.

Incident Resolution

The Incident Resolution section allows you to view and download closure reports for resolved or closed incidents. You can also submit Post-Incident Report (PIR) requests and track their progress across different stages, then view or download the finalized PIR reports once they are published in the Equinix Service Insights (ESI) portal.

This feature is available for IBX, IBX Security, and Environmental, Health, and Safety (EHS) incidents.

Closure Reports

Closure reports provide resolution details for incidents, including the identified root cause, its impact, and the recommended or corrective actions taken. View and download closure reports directly from ESI.

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Closure reports and PIR requests are only available for incidents in Resolved or Closed states.

The closure report is automatically available when the incident is resolved. Closure report details may be subject to updates until the incident reaches full closure, which typically occurs within 24 business hours after the incident is resolved.

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Hover over the closure report to view or download.

Post-Incident Reports

Request a Post-Incident Report (PIR) to obtain a more detailed, customer-specific report. If a PIR request is submitted while the incident is in a Resolved state (but not yet closed), the request will remain in a Requested state until the incident is fully closed. Once the incident is officially closed, the PIR process is initiated. The following stages outline the lifecycle from PIR initiation through to final publication in ESI.

• Requested – PIR is requested and waiting for incident closure for the PIR process to be initiated.
• In Progress – Incident is fully closed, and PIR preparation is in progress.
• In Review – PIR is progressing through the approval process.
• Published – PIR is completed and published in ESI for the customer access.
• Cancelled – PIR request was cancelled.

The finalized PIR will be published in ESI within 5 business days of incident closure.