Smart Hands vs. Custom Orders

To request Equinix services, determine whether your requirement qualifies as a Smart Hands Order or a Custom Order.

Smart Hands Order

Smart Hands handles routine operational tasks that require on-site support, such as equipment installation, cabling, troubleshooting, and audits. Most post-installation services can be submitted through a Smart Hands ticket.

Custom Order

Submit a Custom Order for large-scale or complex work, or requests that require a firm quote. Custom work can only be submitted through a Custom Order.

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

• 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

Smart Build

Smart Build is intended for complex projects that require design, planning, and a formal quote before work begins. Typical Smart Build requests include:

• New cage builds
• Large-scale migrations or moves
• Custom infrastructure deployments

note

Smart Build was formerly known as Equinix Infrastructure Services (EIS).

Common Custom Order Request Types

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

• Wire manager - 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.

  info

  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.