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Order Types

The following services are available from the Smart Hands Catalog. To view the Catalog, select Smart Hands from the Orders and Tickets menu in the Customer Portal.

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Requests that require custom materials not available at the IBX must be submitted as a Custom Sales Order. See Smart Hands vs. Custom Orders.

Equipment​

Manage the equipment installed in your cages and cabinets

  • Install Equipment - Request equipment installation per your specifications. For equipment builds greater than 100RU in total equipment size, submit a Large Order.

  • Move/Replace Equipment - Request equipment replacement per your specifications. For equipment replacements/moves greater than 100RU in total equipment size, submit a Large Order.

  • Remove Equipment - Request equipment removal per your specifications. For equipment removal greater than 100RU in total equipment size, submit a Large Order.

  • Equipment Maintenance - Request technical assistance on installed equipment, such as:

    • Equipment health checks
    • General technical assistance on equipment
    • Hardware resets
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    To reset your hardware during a service-impacting issue, use the Power Cycle Equipment order type instead.

  • Power Cycle Equipment - Opens a trouble ticket to reset your equipment during a service-impacting issue. For instructions, see Submit a Trouble Ticket. Important: If you do not have a service-impacting issue, use the Equipment Maintenance order type instead.

Cabling​

Manage physical connections to, from, and between your assets.

  • Install Cables - Request installation of a cross connect patch cable. For an additional fee, Equinix can provide the patch cable(s). To install more than 24 cables, submit a Large Order.

  • Move Cables - Request a patch cable to be moved between devices. To move more than 24 cables, submit a Large Order.

  • Remove Cables - Remove a cross connect patch cable from a device. To remove more than 24 cables, submit a Large Order.

Shipments and Logistics​

Manage packages and make shipments to/from IBX locations.

  • Inbound Shipment - Schedule the delivery of a shipment to the IBX. See also Inbound Shipments to an IBX. |
  • Outbound Shipment - Schedule the pick-up of a shipment from an IBX. See also Outbound Shipments from an IBX. |
  • Locate packages in an IBX - Request the location of your package(s) at an IBX. This is only for packages that already have an inbound shipment number. If your package does not have an inbound shipment number, submit an Inbound Shipment order. |

Cage Services​

Additional services for cage-related management and auditing needs.

  • Cage Cleanup - Request trash removal or cleaning of your cage. Important: All combustible materials are prohibited in your colocation space and will be discarded unless you specify otherwise. For more information about our Flammable Material Removal Policy and how to comply, refer to our Global IBX Policies (section D.2). In the Scope of Work section of your Cage Cleanup order, include details such as:

    • Specific items to be cleaned.
    • Specific items to be discarded.
    • Is mopping and/or dusting required?
    • How to handle combustible materials, such as cardboard and paper.

    Example: You can specify that combustible items should be discarded, or you can create an Outbound Shipment order to return the items to you.

  • Request Photos - Request cage-related pictures to be sent to you electronically.

  • Physical Audit - Request verification or documentation of existing assets within your space, such as a Device Inventory or Power Audit. See also Physical Audit Service.

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    For ISO or Certification audits, contact your CSM or the CSA team.

  • Cage/Roof Access Supervision Escort - Request an IBX security staff member to escort a visitor to access your cage or rooftop space.

More Services​

Additional services for your colocation-related needs.

  • Service Impacting - Submit a Trouble Ticket for issues that involve an interruption of service. For instructions, see Submit a Trouble Ticket.

  • Power Services - Request to energize or de-energize a power circuit.

  • Large Order - Request an oversized or complex Smart Hands request, such as:

    • A cabling request for more than 24 cables. Maximum per Large Order = 200 cables.
    • An equipment build greater than 100 rack units (RU) in total equipment size. Maximum per Large Order = 500 RUs.

    See also Large Orders.

  • Order Accessories - Purchase from the catalog of available accessories for your cage or cabinet. For instructions, see Cage/Cabinet Accessories.

  • Recurring Tape Rotation - Request rotation of your physical media devices within your cage.

  • Responsible Electronic Disposal (SHRED) - Request certified and sustainable disposal of electronics in your cage. See Responsible Electronic Disposal.

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    SHRED is currently available at over 80 IBXs across 20 major metros (Atlanta, Brisbane, Canberra, Hong Kong, London, Los Angeles, Melbourne, Miami, New York, Paris, Seoul, Singapore, Sydney, Washington DC, and more).

Cable Testing and Diagnostics​

Test and diagnose physical connections to, from, and between your assets.

  • Loopback Test - Request a loopback test to confirm that a transceiver or port is functioning properly. To test more than 24 cables, submit a Large Order.

  • Cable Connectivity Check - Check the connectivity between assets:

    • Visually verify that LED link lights are green.
    • Ensure that fiber connections are properly cleaned.
    • Verify that cable connections are securely seated.
    • Perform light level readings.
    • Verify transmitter (Tx) and receiver (Rx) after a cross connect is completed. To check more than 24 cables, submit a Large Order.

  • Remote Console (BETA) - Use this option to submit a request for a live remote access session with an Equinix technician using an Equinix-owned laptop device. On the order form, specify the IBX, cage, and cabinet, then select the desired remote meeting application (Zoom or WebEx). Schedule your meeting (date and time), review your contact and pricing information, then review and submit your order to schedule the session.

Other​

Additional services for work not listed above.

  • Smart Hands: Other - Use this option only if your request type isn't listed.

  • Smart Hands: Other (Recurring) - Same as Smart Hands: Other, except you can set the order to automatically repeat on a specified schedule.

  • Smart Hands: Reports - Opens the Report Center, where you can order reports. For details, see Reports.