Managed Services – Japan

In the Global Managed Services Portal (within the Customer Portal), you can:

• Manage permissions for users in your organization
• Access Equinix Technical Interviews (ETIs)
• Open and manage tickets related to Managed Services
• View announcements and FAQs
• Download files

To access the Managed Services Portal:

Important: You must have an ECP account, with permission to access the Managed Services Portal. If your ECP account does not allow access to Managed Services, ask your company's ECP Company Administrator to enable the Managed Services Portal permission for your account.

1. Log in to ECP at https://customerportal.equinix.com.

2. From the Operations menu, select Global Managed Services.

   

Set Permissions for Managed Services

A Company Administrator can grant permissions to other users.

Tip: For the steps to create ECP user accounts, see Administrator Responsibilities.

Grant Access to the Managed Services Portal

To give ECP users the ability to access the Managed Services Portal:

1. From the ECP's Administration menu, select User Management.

   

The list of existing users is shown.

3. To find a specific user, you can:

   • filter the list (by status, user role, organization, etc.)
   • use the Add Keyword box to search for a name, email address, or username
   • sort the list (by name, email, etc.)

4. Click Options for that user, then select Manage Permission.

   

5. On the Permissions tab, select the Managed Services Portal card.

6. Enable the option for This user has Managed Services Portal access, then click Submit.

   

Grant Permission to Approve ETIs

To give users the ability to complete and approve ETIs:

1. From the Managed Services Portal's Administration menu, select Permissions Management.

   

2. Select the ETI tab.

3. To find a specific user, you can:

   • filter the list (by active or inactive status)
   • use the Search box to search for a name or username
   • sort the list (by name, username, or status)

4. Enable the Manage option for the user, then click Apply Changes.

   

Grant Permissions for Tickets and Hours

1. From the Managed Services Portal's Administration menu, select Permissions Management.

   

2. Select the Tickets and Hours tab.

3. To find a specific user, you can:

   • filter the list (by active or inactive status)
   • use the Search box to search for a name or username
   • sort the list (by name, username, or status)

4. Enable one or more of the following permissions for the user, then click Apply Changes:

   • Create & Edit Own – Allows the user to create Managed Services tickets (and edit the tickets they create).

   • View All – Allows the user to see all Managed Services tickets (created by any user).

   • Edit All – Allows the user to view and edit all Managed Services tickets (created by any user).

   • Approve – For service requests classified as Premier Support, this allows the user to approve the estimated support hours for the request.

     Note: Only users with the Approve permission can open a Premier Support service request without a prior estimate.

Set Up a Managed Services Administrator

An MS Admin has full access to all features in the Managed Services Portal (including the ability to manage all the user accounts for their company).

To designate a user as a Managed Services Administrator (MS Admin):

1. From the Managed Services Portal's Administration menu, select Permissions Management.

   

2. Select the Global tab.

   

3. To find a specific user, you can:

   • filter the list (by active or inactive status)
   • use the Search box to search for a name or username
   • sort the list (by name, username, or status)

4. Enable the MS Admin option for the user, then click Apply Changes.

Grant Permission to View Billing Information

1. From the Managed Services Portal's Administration menu, select Permissions Management.

   

2. Select the Global tab.

3. To find a specific user, you can:

   • filter the list (by active or inactive status)
   • use the Search box to search for a name or username
   • sort the list (by name, username, or status)

4. Enable the View Billing option for the user, then click Apply Changes.

Grant Permission to View Confidential Documents

1. From the Managed Services Portal's Administration menu, select Permissions Management.

   

2. Select the Documents tab.

3. To find a specific user, you can:

   • filter the list (by active or inactive status)
   • use the Search box to search for a name or username
   • sort the list (by name, username, or status)

4. Enable the View option for the user, then click Apply Changes.

Complete Equinix Technical Interviews (ETIs)

Technical Interviews are used to collect information we need to set up your contracted products. If you have the appropriate permissions, you can access the technical interview forms concerning your projects.

To complete and approve the Equinix Technical Interviews (ETI) forms available to you in the Managed Services Portal:

1. From the Services menu, click Technical Interviews.

   Any ETIs available for your approval are shown with a status of Forwarded to Customer.

2. To find a specific ETI:

   • You can use the Search box to enter the order number or the technical interview group name.
   • You can filter the list by status or expected completion date.

3. Click a row from the list to view the Summary, Form, Activity, Scope, and Files for the selected group.

4. Complete all requested information:

   • Answer all questions on the Form tab.
   • If you need to upload files, use the Files tab.

5. If you agree with the information on all the tabs, click Approve Group.

   Your project is sent to the Managed Services Fulfillment team for implementation and delivery.

Note: To cancel a project, you can click Reject Group.

Open a Ticket in Managed Services

To open a Managed Services ticket:

1. From the Orders & Tickets menu, select Create Ticket. Or from the Tickets screen, click Create Ticket.

   

2. Select a ticket type:

   • For a trouble ticket, select I have an issue.
   • For an order, select I need to request something (such as a system/configuration change or software licensing).

3. Select a priority for the ticket, depending on how the issue impacts your operations:

   • Issue priorities:

     • High/P1 – Affects many users or customers, interrupts business, and affects service delivery.
     • Medium/P2 – Affects a few users and interrupts work to some degree.
     • Low/P3 – Users and business are not interrupted.

   • Request priorities:

     • High/P1 – If the service request is not completed quickly, a critical service will be unavailable to users.

     • Medium/P2 – If the service request is not completed, a service or system might be impacted.

     • Low/P3 – The service request has a low impact on the business.

4. Select a category for your issue:

   • Cloud and Computing
   • Security and Network
   • Applications
   • Data Services
   • Management and Others

   If your issue does not fit into any of the categories, select I'm not sure.

5. Select the card that best describes your issue:

   

   Note: You can use the options at the top to filter the cards, to search for a specific card, or to View all:

   

6. Complete the form fields. Include as many details as possible.

   Note: Fields marked with an asterisk are required.

7. Optionally, click Attach files to upload any relevant documents, screenshots, etc.

8. Optionally, select one or more users from the Watch list. These users will receive notifications about the status of the ticket.

9. Click Create Ticket.

   A message confirms that the ticket was created successfully:

   

Announcements and Knowledge Base

Announcements

To view important announcements and messages in the Managed Services Portal:

1. From the Services menu, select My Announcements.

2. To find a specific announcement, you can:

   • Enter a keyword in the search box.
   • Filter by date range or type (Information, Maintenance, or Incident).
   • Sort by date, type, or description.

Knowledge Base

You can use the Knowledge Base to find tutorials, guidelines, FAQs, configuration best-practices, service manuals, articles, and other documents. The Knowledge Base is frequently updated with new content.

To browse the Knowledge Base in the Managed Services Portal:

1. From the Orders & Tickets menu, select Browse Articles.
2. You can select a knowledge base to view its contents, or use the Search box to find a specific article, manual, or document.

View and Download Documents

Various confidential documents may be available to you through the Managed Services Portal, such as contracts, environmental analyses, policies, procedures, and project documents.

To view or download the files available to you in the Managed Services Portal:

1. From the Orders & Tickets menu, select Documents.

   Your available documents are shown.

   Tip: To toggle the view, click Card View or List View.

2. To find a specific document, you can:

   • Filter the documents (by keyword, document type, and date).
   • Sort the documents (by name or date).

3. For a specific document, you can click View to open the document, or Download to save a copy to your computer.

   

Product Name Changes

Japan Managed Services is now called Global Managed Services. Many of the associated products and features have new names. This table shows the previous names (left side of table) and the new names (right side of table).

Note: Beginning in May 2022, all invoices will reflect the new Global Managed Services product names. (Exception: For N-Series, invoices will still show the old name.)

Previous Japan Managed Services Names			New Global Managed Services Names
Product Offering Family (POF)	Category	Product Offering Element (POE)	Product Offering Family (POF)	Product Offering Element (POE)
Managed Equipment Services	Managed Equipment	Switch	Digital Infrastructure Management Product	Digital Infrastructure Management
Firewall
Load Balancer
Customized
One Time Services Customized	Enablement Services Product	Enablement Services
Managed Cloud Services	V-Series	Server	Infrastructure Platform Services	IPS Compute
Server Options	Infrastructure Platform Services	IPS StorageIPS Network
Bare Metal	Server	Managed Services - Custom Product	Managed Services - Custom
Server Options
NAS	Storage	Managed Storage Product	Managed Storage
One Time	Services	Enablement Services Product	Enablement Services
Services Customized	Managed Services - Custom Product	Managed Services - Custom
N-Series	N-Series	Managed Services - Custom Product	Managed Services - Custom
Customized	V-Series - Server	Infrastructure Platform Services	IPS Compute
V-Series - Server Options	Infrastructure Platform Services	IPS StorageIPS Network
Bare Metal - Server	Managed Services - Custom Product	Managed Services - Custom
Bare Metal - Server Options
Customized NAS
Managed Rental Services	Rental - Server	Main Body with CPU	Computer Hardware - Server Product	Computer Hardware - Server
Additional CPU
Memory
Disk	Server Hard Disk
Redundant Power	Hardware Add-Ons
Network Interface Card	Ethernet Network Card
PCIe - SSD	PCI-E Card
Rental - Network Equipment	Switch	Network Hardware - Switch Product	Network Hardware - Switch
Switch - Additional Options	TransceiverHardware Add-Ons
Firewall	Security Hardware - Firewall Product	Security Hardware - Firewall
Firewall - Additional Options	TransceiverHardware Add-Ons
Load Balancer	Network Hardware - Load Balancer Product	Network Hardware - Load Balancer
Load Balancer - Additional Options	TransceiverHardware Add-Ons
Rental - Software	Windows Server	Software Licensing Product	Software Licenses
Windows Remote Desktop
Windows SQL Server
Rental - Previous Model	Server - Previous Model	Computer Hardware - Server Product	Computer Hardware - Server
Network Equipment - Previous Model	Network Hardware - Switch ProductNetwork Hardware - Load Balancer ProductSecurity Hardware - Firewall Product	Network Hardware - SwitchNetwork Hardware - Load BalancerSecurity Hardware - Firewall
Software - Previous Model	Software Licensing Product	Software Licenses
Rental - One Time Services	One Time Services	Enablement Services Product	Enablement Services
One Time Services Customized
Rental Customized	Rental - Server - Customized	Computer Hardware - Server Product	Computer Hardware - Server
Rental - Network Equipment - Customized	Network Hardware - Switch ProductNetwork Hardware Router ProductNetwork Hardware - Load Balancer ProductSecurity Hardware - Firewall Product	Network Hardware - SwitchNetwork Hardware RouterNetwork Hardware - Load BalancerSecurity Hardware - Firewall
Rental - Software - Customized	Software Licensing Product	Software Licenses
siteROCK Monitoring Services	Reliability Operations Center - Standard Services	siteROCK Management Services - Monthly Plan	Monitoring Services Product	Monitoring ServicesMonitoring Services Add-Ons
siteROCK Management Services - Options
siteROCK Management Services - Options - Configuration Fee
siteROCK Management Services - T-BOX Monitoring Appliance
siteROCK Site Care PRO
siteROCK Site Care Cloud
siteROCK Management Services - One Time	Enablement Services Product	Enablement Services
Reliability Operations Center - Customized Services	siteROCK Management Services - Customized Options	Monitoring Services Product	Monitoring ServicesMonitoring Services Add-Ons
siteROCK Site Care PRO - Customized
siteROCK Site Care Cloud - Customized
siteROCK Management Services - Customized - One Time	Enablement Services Product	Enablement Services
Security Operations Center - Standard Services	siteROCK Managed Security Service	Security Services Product	Security Monitoring Service
siteROCK Vulnerability Assessment Service - One Time	Security Services Product	Vulnerability Assessment Service
Security Operations Center - Customized Services	siteROCK Managed Security Service - Customized	Security Services Product	Security Monitoring Service
siteROCK Vulnerability Assessment Service - Customized - One Time	Security Services Product	Vulnerability Assessment Service
On-Site Monitoring Items - Standard Services	On-Site Monitoring	Monitoring Services Product	Monitoring ServicesMonitoring Services Add-Ons
On-Site Monitoring - Options
On-Site Monitoring Items - Customized Services	On-Site Monitoring - Customized Options
Managed Network Edge		Network Edge Support Service	Managed Network Edge	Network Edge Support Service