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Smart Hands vs. Custom Orders

When you need assistance from Equinix, use this topic to determine whether to submit a Smart Hands order or a custom order.

Most post-installation services can be requested via a Smart Hands ticket. But large requests, complex requests, or requests that require a firm quote should be requested as a Custom Sales Order.

Custom work can only be ordered via a Custom Sales Order.

  • Requests: To request a custom order, email the Equinix Smart Build team. Include "Smart Build Request - Custom" in the subject line.

  • Pricing: The price for custom work is unique to the job in question, and is shown in two parts on the Sales Order and invoice:

    • Custom Parts
    • Custom Labor

Common Custom Order Request Types​

  • Pre-loaded cabinet move - Moving cabinets from one IBX to another, or moving 20+ cabinets.

  • Wire managers - When specific part is required and not listed under Accessory List.

  • Cage modifications and accessories (door, mesh, camera, etc.) - Custom Sales Order is required.

  • Camera - Equinix-provided camera: Submit request via Custom Sales Order.

  • Private patch panel (Meet Me Room) - Standard Equinix Patch Panels should be submitted via a regular Sales Order. Non-standard patch panels should be entered via a Custom Sales Order.

  • Pre-wire - Any pre-wire builds greater than 24 pair (48 strands) are considered a custom order and not a large order.

  • Fiber tray - New installs or add-ons more than 6 ft.

  • Power Distribution Units (PDUs) - Custom Sales Order is required.

  • Copper tray - New installs or add-ons more than 10 ft.

  • Cabinet - Custom cabinets.

  • Cabinet accessories - If the parts are not listed in Smart Hands, a Custom Sales Order is required. |

  • Patch cables - Patch cables not listed in accessory list, or for bundled pricing.

  • Rack and stack - Rack and stack builds greater than 100RU in total equipment size.

  • Security systems - Custom Sales Order is required for all security system orders and changes.

  • Innerduct - If Equinix is responsible for installing/supplying the cable.

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    Innerduct install order is required in addition to custom order.

  • In-mesh demarcation panels - Custom Sales Order is required.

  • Dedicated racks and panels for intra-customer Cross Connects (ICCCs) - Custom Sales Order is required.

  • Flex-space demarcation (Equinix Flex Space) - Custom Sales Order is required.