Shared Support Model
Responsibility for resolving issues depends on the nature of the issue. Some issues are the responsibility of Equinix, while other issues require you to contact your device vendor.
This topic provides the expectations, engagement process, and operational support model required to resolve Incidents and Requests with fast and effective service. By becoming an Equinix User or Partner, you join the global ecosystem of service providers.
We consider Equinix partners an extension of our business, offering the same drive and commitment in delivering high-end services to customers and the same customer-focused values.
Equinix Partners delivering Equinix services are considered active participants in the Service lifecycle, and we expect them to provide first-line triage as a minimum for any reported issues. For issues that require Equinix involvement, you should engage Equinix through the appropriate channels.
This article explains the Lifecycle Management, recovery, and management responsibilities for Network Edge devices deployed on the Equinix Network Edge Network Functions Virtualization (NFV) platform.
Lifecycle Management
Day 0 Configurations
Equinix creates the initial or Day 0 configuration of a Network Edge device based on a configuration template and applies it to all deployed Network Edge devices. The Day 0 configuration is persistent so that all initially deployed and recovered Network Edge devices have the same Day 0 template.
The template differs based on the type of device.
Day 1 Configurations
Day 1 configurations are configured by you and are common to all devices, for example, NTP, Syslog, SNMP trap destination.
Day 2..N Configurations
You create Day 2 and beyond configurations that are unique to your devices.
The process of restoring a Day 1 or Day 2..N configuration varies by device and is explained in the Recovery page.
SD-WAN Support Responsibilities
Responsibility for resolving SD-WAN issues depends on the nature of the issue. Some issues are the responsibility of Equinix, while other issues require you to contact your device vendor.
This table lists common SD-WAN issues and indicates the responsible party.
| Issue Type | Your Responsibility | Equinix TAC Responsibility |
|---|---|---|
| CSP & BYOL Connectivity through Equinix Fabric | Equinix will triage and troubleshoot the issue. | |
| Equinix Connect (Internet) Connectivity | Equinix will triage and troubleshoot the issue. | |
| Network Edge Device Life Cycle | Equinix will triage and troubleshoot the issue. | |
| BYOL Licensing | You handle license-related issues | |
| Controller Log in & Password Issues | You contact SD-WAN vendor | |
| Device Discovery in Controller | Vendor and Equinix work together to troubleshoot | |
| Controller Version Upgrade | You contact SD-WAN vendor | |
| Controller Usability and Feature Related Questions | You contact SD-WAN vendor | |
| Device Upgrade from Controller | You contact SD-WAN vendor | |
| Device Configuration and Management using Controller | You contact SD-WAN vendor | |
| Controller Programmability & API Related Issues | You contact SD-WAN vendor | |
| Administration and Managing the Controller | You contact SD-WAN vendor |
Device Configuration Responsibilities
When using Network Edge services, Equinix is responsible for the infrastructure that supports virtual devices and ancillary services, including device life-cycle management, virtual connections, device linking, device backup and recovery.
You are responsible for the configuration and use of the virtual devices. Equinix does not provide vendor-specific configuration or use-case support.
You can’t configure SNMP, Syslog, and NTP on the Network Edge portal. These can only be configured using SSH.
BGP, VPN, Device link, and an SSH key can configured on the portal if they have been initially configured by Equinix.
The following scenarios of Network Edge device responsibility demarcation are in effect in Network Edge depending on the device management solution.
| Device Configuration/ Licensing | Configuration | Network Edge Infrastructure Monitoring | Network Edge Health Monitoring | Network Edge Vendor Support Request Initiation | Comments | Recovery |
|---|---|---|---|---|---|---|
| Self-Configured/ User or 3rd party License | User | Equinix | User | User or 3rd party | Equinix cannot monitor the health status of user-managed Network Edge devices or resolve User or 3rd party licensing issues. | See Recovery |
| Self-Configured / Subscription | User | Equinix | User | Varied. For Cisco Catalyst 8000V Autonomous mode, Equinix will initiate support and the customer needs to directly troubleshoot issue with Cisco TAC. | ||
| Equinix Configured/ Subscription (End-of-Sale) | Equinix | Equinix | Equinix | Equinix | ||
| Equinix Configured/ User or 3rd party License (End-of-Sale) | User | Equinix | User | Equinix | Equinix cannot monitor the health status of user-managed Network Edge devices. |
Shared Support Model for Cisco Catalyst 8000V (Autonomous Mode)
For Cisco Catalyst 8000V (Autonomous Mode) subscription support, open a Cisco Technical Assistance Center (TAC) case directly in the Network Edge portal. Equinix opens the TAC case on your behalf, then you engage with Cisco TAC directly. For more information, see Cisco Catalyst 8000V Subscription and Support.
Shared Support Model for F5 NGNIX
For F5 support, you must have an account at NGINX MyF5 to complete this process. If you do not have one, create an account at MyF5. NGINX F5 support responsibility varies by category. See NGINX Plus Load Balancer Support for more information.
Shared Support Model for VyOS
For VyOS devices, standard support is offered by VyOS. Contact VyOS to access the standard support included for the configuration and use of the VyOS router. For more details, contact support@vyos.io or see VyOS Support.
Professional and Managed Services
If you are interested in planning, design, deployment, and operation of your services, Equinix can help connect you to specialized professional services providers.
Professional Services providers can help you with the following:
- Architecture design work and planning services.
- Post-sale implementation services to ensure the deployment goes smoothly.
- Ongoing operations of your digital services.
We have certified BlueAlly in North America, Sentrium in Europe, and Byte in APAC. These providers are best-in class firms whose cloud networking expertise can be valuable for you.
- For further assistance in North America contact: BlueAlly (Joel Fister)
- For further assistance in Europe contact: Sentrium (Yuriy Andamasov)
- For further assistance in APAC contact: Byte (Robert Roshan)
If you are a professional or managed services provider interested in being listed here, please contact ds-ne-product@equinix.com