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Smart Hands Release Notes

Equinix Smart Hands is an around-the-clock, on-site operational support service for the management, installation, and troubleshooting of your data center equipment.

Release:

2024.2 2024.1 2023.6 2023.5 2023.2 2023.1

Smart Hands 2024.2​

Smart Hands 2024.2 is available October 2024. This release includes the following changes.

New Availability Calendar feature​

When scheduling Smart Hands orders, a calendar is displayed showing available time slots for technicians.

Smart Hands 2024.1​

Smart Hands 2024.1 is available February 2024. This release includes the following changes.

New Remote Console feature​

This new feature allows you to submit a request for a live remote access session with an Equinix technician using an Equinix-owned laptop device.

Smart Hands 2023.6​

Smart Hands 2023.6 is available December 2023. This release includes the following changes.

Cabinet Specification Required for Shared Cage Smart Hands Orders​

When creating a Smart Hands order for a shared cage, you must now specify a cabinet in addition to an IBX data center and cage. Cabinet is still optional for orders for private cages.

Smart Hands 2023.5​

Smart Hands 2023.5 is available October 2023. This release includes the following changes.

Smart Hands Charges and Labor Report​

The Charges and Labor Report for Smart Hands now includes three new columns:

  • Flexible Smart Hands Price – If you select the Flexible scheduling option when placing an order, you typically receive a discount off the standard pricing. This column shows the discounted price applied to your order.

  • Expedite Charges – When you choose Expedited scheduling for your orders, you incur a flat fee in addition to the standard pricing. This column displays the flat expedite charges.

  • Smart Hands Support Plan Debit (Hours) – If you have an existing Smart Hands Support Plan, this column shows the labor hours deducted from your plan.

    note

    It takes 24 hours for Smart Hands Support Plan Debit information to sync from the billing system to the Charges and Labor Report.

Smart Hands 2023.2​

Smart Hands 2023.2 is available April 2023. This release includes the following changes.

Recurring Orders​

The following enhancements were made to Recurring orders.

Estimated Completion - The Estimated Completion column is now populated with the end date of the parent order.

Bundled Orders - All recurring and non-recurring activities for a bundled order are now shown in the Activity Timeline for the order.

Parent Order Status - The parent order appears with a status of In Progress until all child orders have been completed.

View Past Orders - You can now view orders older than 12 months. To easily locate these orders, use the Creation Date filter, then select Custom Date Range.

Inbound Shipments​

The following changes were made to Inbound shipments.

New 'Pending Smart Hands' Message - If you submit a Move Equipment order to have the shipment delivered from the shipping/receiving area to your cage, a Pending Smart Hands message is added to the Activity Timeline.

Policy Change: Aging Shipments and Abandoned Equipment - See Inbound Shipments to an IBX for our latest policies on aging shipments and abandoned equipment.

Re-open a Resolved Trouble Ticket​

If you need additional assistance with a completed trouble ticket, you can re-open it.

Videos​

TitleDuration
Spotlight on Equinix Smart Hands 2023.23:48 min
Equinix Smart Hands Overview3:13 min
Equinix Smart Hands Video Service2:30 min

Smart Hands 2023.1​

Smart Hands 2023.1 is available February 2023.

This release offers new features and a more efficient user experience.

Saving a Draft of Your Order​

While creating a new order, if you’re not ready to submit it yet, you can click Save to keep a draft. Then when you’re ready to finish it, you can click the shopping cart icon (in the upper-right corner of the portal window) to access all your saved drafts. With the 2023.1 release, you can also access these draft orders via a new Saved tab on the Orders and Tickets History screen. From the Saved tab, you can view, edit, submit, or delete your draft orders.

Inbound Shipments Received at the Loading Dock​

For an Inbound Shipment order:

  • When your shipment arrives at the loading dock, a Shipment Received message will now be added to the Activity Timeline of the order.
  • Your order will remain open with a status of In Progress until the shipment is moved.

If you specified that you’ll pick up your packages from the shipping/receiving area, the Activity Timeline will instruct you to move your shipment from the loading dock within 5 days. (Or, to have the shipment delivered to your cage, you can submit a Move Equipment order in Smart Hands.)

Once the shipment has been moved, the status of your order changes to Completed. For more on shipment processing, see Inbound Shipments to an IBX.

Change to Video Conferencing Feature (Limited Availability)​

Smart Hands Video is a limited-release feature that allows you to collaborate with the technician when they're working on your order. Previously, Equinix charged a fee for the video conference feature. With the 2023.1 release, this fee has been removed. To see if the video feature is available at your IBX, refer to Video Conferencing Feature in the Smart Hands documentation.