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Platform Experience Updates

Equinix is updating the customer experience to simplify and consolidate our ordering, billing, and support platforms. These updates are being released to all customers over the course of 2026.

Product Simplification​

Equinix is restructuring its product catalog to provide simplified product names and pricing structure. The new product names will appear on quotes, orders, and invoices.

List of Simplified Products:

Current SKU (Product Code)Current Product NameNew SKU (Product Code)New Product Name
CAB00002.PRODSecure Cabinet ExpressCOLO.SCESecure Cabinet Express
PS00001.PRODSmart HandsSERV.SHSmart Hands
ACC00001.PRODAccessoriesSERV.ACCAccessories
PS00004.PRODConfigurable AccessoriesSERV.ACCAccessories
PS00010.PRODCross Connect AccessoriesSERV.ACCAccessories
NEDG00001.PRODNetwork Edge InstanceIC.NENetwork Edge Instance
NEDG00004.PRODNetwork Edge DeviceIC.NENetwork Edge Instance
NEDG00002.PRODNetwork Edge Instance - Additional BandwidthIC.NENetwork Edge Instance
ECX00001.PRODEquinix Fabric Port ProductIC.EFPFabric Port
ECX00014.PRODEquinix Fabric Cloud Router ProductIC.EFCRPEquinix Fabric Cloud Router Product
ECX00015.PRODEquinix Fabric Virtual Connection ProductIC.EFVCPEquinix Fabric Virtual Connection Product
EC00016.PRODEquinix Virtual Internet Access ProductIC.EIAEquinix Internet Access
EC00016.PRODEquinix Virtual Internet Access ProductIC.AIPIP Blocks
note

If a new order contains products from both the new and old product structures, you may receive separate quotes and orders. All products will be transitioned to the new simplified product structure by the end of 2026.

Subscription-based Billing​

Equinix is replacing the existing Billing Agreement structure with a more streamlined order-level billing model. Each order will have its own billing terms, providing more precise alignment between specific orders and their associated charges.

Once your account has been onboarded, each new Equinix product or service will have its own subscription terms and expiration, separate from any existing billing agreement. Order terms are available on the Order Details page in the Customer Portal. The order number displayed on the invoice will equate to the orders you place with Equinix.

Account names are being aligned with your legal entity structure via a globally recognized business registry to ensure accuracy and consistency.

Your account name may change on quotes, orders, and invoices but no action is required. This does not affect your services or contracts.

New customers have the opportunity to search for and choose the legal entity when signing up for a new Customer Portal account.

Invoice Updates​

As part of the ongoing efforts to simplify and modernize our billing systems, Equinix is introducing several enhancements to invoice presentation and order-level billing. These changes are designed to improve clarity, transparency, and ease of reconciliation. No action is required on your part. This update is automatic once your account has been onboarded.

  • As Equinix simplifies its product catalog, charges on your invoice will appear with the new, simplified product names and product codes. Charges will be grouped at the primary product level, reducing unnecessary detail and making invoices easier to interpret.

  • Billing Agreements will no longer appear on your invoice. Instead you will see the Order Number associated with that billed item. References to "Billing Agreement #" or "Sales Order #" will now appear as "Order #" or "Change Order #" and each invoice line will be easier to trace back to a specific order event (such as a new purchase or change order). Use the order number to look up the product or service details in your Orders History in the Customer Portal.

  • Account identifiers will be more reflective of modernized billing structures. The Customer Account # field will be updated to align data to your legal entity structure. A new Billing Account # field will identify the billing account for this invoice (formerly the Customer Account #).

  • Location data will no longer be included in the Product Description and Details column. The IBX column is still present in both the summary and details invoices.

Both PDF and Excel invoices will reflect the new conventions.

  • The following changes apply to the Excel detailed invoices:

    • Data for the Serial Numbers (linked to Asset ID) will be removed.
    • The Location of item with Serial Number column will no longer include Location details.

    These changes do not impact your service, only the way assets are displayed in billing documents. If your internal processes rely heavily on Serial Numbers, Asset IDs, or Location details, and you need assistance mapping assets on the updated invoice format, please open a Billing Support Case.

Offline Order Configuration and Completion​

Many Equinix products and services are available for purchasing through an offline sales process. However, those products and services often need additional configuration before the order can be completed.

These orders are now available in the Customer Portal as Action Required items in your Orders History with the Pending Configuration status. You must sign in to the Customer Portal to configure and complete your order. For more information, see Responding to 'Action Required' Items.

This feature is available for the following products and services.

  • Fabric Ports
  • Internet Access

Trouble Ticket Consolidation​

Equinix is consolidating Trouble Tickets and Support Cases to provide one location to submit, track, and route your requests. Improvements include:

  • Unified experience with trouble tickets consolidated into cases, clearer navigation.
  • Improved usability across case history and case details with cleaner formatting, fully populated categories, simplified filters, and more accurate subject lines.
  • Improved visibility into the contacts linked to a case, and improved support case type selections on case submission.

You will see "Support Cases" in place of the term "Trouble Ticket" in the Customer Portal, and all Trouble Ticket types will now be created as cases and managed within the Support Center.

While the experience is being simplified, service-impacting incidents will continue to be treated with the same urgency, escalation paths, and service level commitments as before.

Once your account has been onboarded, all new requests for support must be opened as Support Cases. For more information and how-tos, see Opening a Support Case.

note

Open and past Trouble Tickets are not being migrated to Support Cases at this time. You can still access your current/past Trouble Tickets from Orders History (previously Orders and Tickets History).

"Service Restoration" Order Type​

As part of the migration of Trouble Tickets to Support Cases, Equinix is introducing a new order type: "Service Restoration".

When a Support Case resolution has been determined to have been customer-caused, a "Service Restoration" order and order number are generated and linked to the ticket. The order will automatically have the status "Completed" and will be billed to you. The Service Restoration Order can be viewed and tracked in your Orders History. Its original, linked support case can be tracked in the Support Center.

Temporary Disruptions​

If your account has been onboarded to the new experience, the following products and services have temporary disruptions:

  • Precision Time - Ordering Precision Time services in the Customer Portal is temporarily unavailable. Your Sales Representative can assist you in placing a Precision Time order.

  • Metro Connect - Ordering Metro Connect in the Customer Portal is temporarily unavailable. Your Sales Representative can assist you in placing a Metro Connect order.

  • Blanket Purchase Orders - Creating blanket purchase orders in the Customer Portal is temporarily unavailable.

  • Internet Exchange - Orders for Internet Exchange placed in the Customer Portal will create a Support Case with contact information so we can work with you to create an offline quote for Internet Exchange.

  • Colocation - The following Colocation features are temporarily unavailable:

    • Ordering Secure Cabinet Express in the Customer Portal. Your Sales Representative can assist you in placing a Secure Cabinet Express order.
    • Viewing your current Secure Cabinet, Secure Cabinet Express, and Private Cage deployments in the Colocation Assets. You can still view all your colocation assets in your Install Base.
    • Modifying your Secure Cabinet Express, Secure Cabinet, and Private Cage deployments in the Customer Portal. Your Sales Representative can assist you in placing a change order.
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