Premier Support

Digital transformation delivers benefits but also introduces operational challenges. Because IT and operations teams are central to business operations, they are required to reduce costs while maintaining operational readiness. Many organizations adopt outsourcing models to manage these demands and to obtain consistent technical support when needed.

Enterprises look for a flexible platform that supports their digital operations, including infrastructure and technical expertise across network, security, data, applications, and multicloud environments. Managed Solutions Premier Support provides support for IT environments hosted in Equinix IBXs through a team certified in relevant technologies. Premier Support is offered as on‑demand services or through support plans at various discount levels, allowing organizations to plan usage and reduce internal approval time.

Main Benefits

• Access to professionals certified in leading technologies and methodologies
• Broad technical experience across multiple use cases and industries
• Support for activities that internal teams may not have the time or expertise to perform
• Operational agility and technical support
• Staff cost optimization
• Create and track service tickets through the Managed Solutions Portal or by phone
• Support on demand or in monthly/annual plans to meet your investment needs
• Multilingual 24x7x365 support
• Operational risk reduction

Standard Service

Premier Support services are carried out according to IT Service Management (ITSM) practices and cover issues or changes in supported environments. The service is available 24x7x365. Premier Support includes the activities defined in the Service Catalog for equipment owned by Equinix or the Customer in the following scenarios:

• Additional Service Requests: activities provided as additional support for Managed Solutions using technologies approved in the Equinix Technology Matrix.
• Incident resolution (customer-caused): support hours are charged when an issue is caused by customer action. The root cause is identified and documented.
• Ticket follow-up: tracking of customer requests related to contracted Managed Solutions services.

Premier Support hours are not charged when Managed Solutions determines the issue is within Equinix responsibility or falls under Included/Basic Support for contracted services.

Service Variants

Premier Support has two service variants:

• Ad-hoc Premier Support Hour: Request support on demand through the portal or by phone (Service Desk). Billing is calculated in 15-minute intervals, and an hour estimate is provided when the service ticket is opened.
• Monthly or Annual Premier Support Plan: A recurrent service plan that provides more advantageous financial planning and a higher cost-benefit ratio.

Service Options

Premier Support offers several contract options to align with expected usage volume and frequency:

• Ad‑hoc consumption: Billed per fraction of an hour based on actual usage (Premier Support Service).
• Pre‑paid annual hour packages (Annual Premier Support Plan): Used as needed until the balance is exhausted.
• Recurring monthly hour packages (Monthly Premier Support Plan): Renewed each month.

Without a pre‑paid Premier Support Plan, usage is billed at the standard hourly rate for the Premier Support Service. When all hours in a Plan are consumed, additional usage is also billed at the standard hourly rate. Purchasing hour packages supports expense planning and provides volume‑based discounts.

Counting and Billing of Hours

Equinix calculates Managed Solutions Premier Support usage in 15‑minute increments. Billing applies only to time spent directly on the customer’s specific request; time unrelated to the ticket is not included.

Customers may request an hour estimate before work begins. If no estimate is requested, Equinix will proceed without prior approval. This option is available only to Managed Solutions users with the appropriate approval permissions.

Service Demarcation & Enabling Services

Equinix provides technical support only for technologies approved in the Equinix Technology Matrix. Requests that fall outside the scope defined by the Equinix Technology Matrix or the Service Catalog will be documented and communicated as out of scope.

Equinix may also decline activities or tasks that fall outside the defined service boundaries or that could compromise the security of the customer environment.

Transitions between different plans require a business agreement and a Service Order. Transition terms follow the commercial conditions defined in the Business Proposal.

Services are provided only in environments hosted at Equinix IBXs. Exceptions may apply but require consultation.

Customers are billed only for the actual time spent on an approved activity. Time beyond the approved amount is not billed unless a new agreement and approval are established.

Monthly or prepaid Managed Solutions Premier Support Plan hours do not roll over and are forfeited if unused. Usage beyond the allotted hours is billed at standard Premier Support Service rates unless the customer upgrades the plan.

Plans are country‑specific and cannot be tied to a single IBX data center.

To contract Premier Support, the customer must already have at least one Managed Solutions service. The plan applies across all Managed Solutions products purchased and is not restricted to a single product.

Purchase Units

Premier Support is billed according to the selected plan:

• Non‑recurring (NRC, ad‑hoc/overage): billed for individual hours used or for hours exceeding a contracted plan.
• Non‑recurring (NRC, annual plan): billed for annual plans.
• Monthly recurring (MRC): billed for monthly plans.

When ordering Premier Support, select the service variant that suits your operational requirements. The purchase units and applicable fees for each variant are shown below. Any change that affects baseline capacity, ordered quantities, or monthly service fees must be submitted through the Sales team.

Premier Support Plan

Type	Purchase Unit	Setup Fee	MRC	NRC	Overage
Monthly	Hours	No	Yes	No	Yes
Annual	Hours	No	No	Yes	Yes

Roles & Responsibilities

Customers are responsible for the following:

• Provide clear instructions for planned activities and any relevant environment details needed to resolve tickets.
• Open tickets with the correct impact classification based on the actual situation.
• Approve or reject hour estimates when submitted.
• Assign appropriate permissions for users in the Managed Solutions Portal, including approval of support hours and ticket creation.

Service Requests

Service Requests are used to report service issues or to request assistance with changes. They may be submitted for configuration changes that cannot be completed through Self‑Service in the Operations Console or when assistance is required for changes made through the console.

Two types of Service Requests are available:

• Basic/Included: In‑scope requests with no additional charges.
• Additional: Out‑of‑scope requests that incur charges.

Charges for Additional Service Requests are deducted from the Premier Support Plan balance or invoiced at the standard rate if the balance is insufficient.

Reporting

Customers can download reports at any time through the Managed Solutions Portal showing the number of hours available and the number of hours used.

Service Levels

Response Time SLA

For customers with recurring monthly Managed Solutions Premier Support Plans, the Service Level Agreement applies to the response time for requests and incidents. Response time refers to the time between ticket submission and the first interaction from an Equinix Managed Solutions specialist. This SLA applies only to customers with recurring monthly plans.

Priority	Response Time
P1	< 30 min
P2	< 60 min
P3	< 120 min

• Response time is measured from ticket submission until a formal response from an Equinix Managed Solutions specialist.
• SLA applies only to response time; full details are provided in the Product Policy.
• SLAs apply only to products, service catalog items, and technologies approved by Equinix.

Customers are eligible for the following credits as the sole compensation for SLA failures. Measurements are taken monthly.

SLA Metric	Discount
Response Time	1% of the monthly fee per unmet event, up to a maximum of 5%