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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 customer specifications by an IBX technician. Applicable to equipment builds up to 100RU in total equipment size.

  • Move/Replace Equipment/RMA (Return Material Authorizations) - Request equipment replacement per customer specifications by an IBX technician. Applicable to equipment replacements or moves up to 100RU in total equipment size.

  • Remove Equipment - Request equipment removal per customer specifications by an IBX technician. Applicable to equipment removal up to 100RU in total equipment size.

  • Equipment Maintenance - Request technical assistance on installed equipment including equipment health check, resetting of hardware and general equipment reviews.

  • Power Cycle Equipment - Resets customer's equipment during a service-impacting issue by opening a Trouble Ticket.

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    If the issue is not service-impacting, 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 by an IBX technician. For an additional fee, up to 24 patch cables can be provided.

  • Move Cables - Request a patch cable to be moved between devices by an IBX technician. Supports up to 24 cables.

  • Remove Cables - Remove a cross connect patch cable from a device by an IBX technician. Supports up to 24 cables.

Shipments and Logistics​

Manage packages and make shipments to and from IBX locations.

  • Inbound Shipment - Schedule a request for the IBX to receive a package on the customer’s behalf. For an additional fee, the package can be delivered to the customer’s cage and unpacked. See Inbound Shipments to an IBX.
  • Outbound Shipment - Schedule a request for the IBX to send items from the customer's space at the location to the manufacturer, customer, or another IBX. For an additional fee, the items can be picked up from the customer’s cage and packed. See Outbound Shipments from an IBX.
  • Locate packages in an IBX - Request the location of packages at an IBX. Applicable only to packages that already have an inbound shipment number.

Cage Services​

Additional services for cage-related management and auditing needs.

  • Cage Cleanup - Request trash removal or cleaning of customer's cage by an IBX technician. All combustible materials are prohibited inside customer's colocation space and will be discarded unless specified otherwise following the Global IBX Policy.

  • Request Photos - Request cage-related photos to be sent electronically by an IBX technician. Specify whether photos may be taken without the customer present.

  • Physical Audit - Request verification or documentation of existing assets within the customer's space by an IBX technician, such as a device inventory or power audit. Certification or compliance audits must be requested through the CSA or CSM. See Physical Audit Service.

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

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

  • Pre‑Loaded Cabinet Move - Request moving cabinets pre‑loaded with customer equipment by an IBX technician. This service is not available in the Smart Hands Catalog. Order offline through CSM or GSD.

  • Verify Cage to Cage Distance - Request on‑site verification of the distance between cages by an IBX technician. This service is not available in the Smart Hands Catalog. Order offline through CSM or GSD.

More Services​

Additional services for colocation-related needs.

  • Power Services - Request to energize or de-energize an AC or DC circuit by an IBX technician.

  • Large Order - Request an oversized or complex Smart Hands request (see Large Orders), including:

    • Cabling requests involving more than 24 cables. Large Orders support up to 200 cables per request.
    • Equipment builds exceeding 100 rack units (RU) in total equipment size. Large Orders support up to 500 RUs.

  • Order Accessories - Purchase from the catalog of available accessories for the customer's cage or cabinet. See Cage/Cabinet Accessories.

  • Recurring Tape Rotation - Request recurring rotation of physical media devices within the customer's cage by an IBX technician.

  • Responsible Electronic Disposal (SHRED) - Request secure and responsible offsite disposal of electronic equipment already located in the IBX and processed by authorized partners. A certificate of destruction is provided upon completion. Available at select IBXs only. See Responsible Electronic Disposal.

  • Trouble Ticket - Request immediate support for issues that involve a service interruption, including the following:

    • Visual verification during customer remote troubleshooting
    • Reboot of customer equipment
    • Troubleshooting loss of power within a cage or cabinet
    • Troubleshooting elevated (above normal) temperatures
    • Troubleshooting a live cross connect
    • Physical cage maintenance (such as fluorescent light replacement, repair or replacement of a non-functional biometric reader, door or lock)
    • Network outage (partial or total)

  • Turn-Up Request - Request the turn up of customer’s Equinix Exchange product. This service is not available in the Smart Hands Catalog. Order offline through CSM or GSD.

  • VCC Migration - Request Smart Hands support as part of a migration involving a virtual cross connect. This service is not available in the Smart Hands Catalog. Order offline through CSM or GSD.

Cable Testing and Diagnostics​

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

  • Loopback Test - Request a loopback test to confirm that a transceiver or port is functioning properly. Supports up to 24 cables.

  • Cable Connectivity Check - Check the connectivity between assets:

    • Visually verify that LED lights are green.
    • Ensure that fiber connections are properly cleaned.
    • Perform light level readings.
    • Verify that cable connections are securely seated.
    • Verify transmitter and receiver after a cross connect is completed.
    • Supports up to 24 cables.

  • Remote Console - Request live remote access into the customer’s equipment or device with an Equinix technician using an Equinix-owned laptop.

Reports​

Access reports related to power consumption and IBX access activity for the customer’s space. See Reports.

  • Power Consumption Non-BCM Report - Request manual power measurements by IBX technicians for each circuit. The IBX technician will go to the customer’s cage or cabinet to take a measurement of amperage using an amp clamp (applies to AC and DC, primary and redundant).

  • IBX Access Activity Report - Request a log to view who has accessed the customer’s cage and when (security provided by the EOC).

  • IBX Access Permissions Report - Request a list of active access cards (contacts who have permission to access customer’s space).

Other​

  • Smart Hands: Other - Use this option only if the request type is not listed.

  • Smart Hands: Other (Recurring) - Same as Smart Hands: Other, with the option to automatically repeat the order on a specified schedule.

  • Smart Hands: Reports - Opens the Report Center, where reports can be ordered. See Reports.

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