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Pricing and Invoices

Smart Hands Pricing​

Smart Hands services are charged at an hourly rate (in 30-minute increments), plus the cost of any parts used. For non-24/7 IBX locations, after-hours work may be billed at a higher rate than standard business hours.

Here’s what you need to know about pricing:

  • Flexible scheduling: Offers discounted hourly rates.
  • Fixed-price services: Some activities (e.g., reports) have a set price.
  • Expedited/urgent requests: May incur additional fixed fees.
  • Power services: Services such as circuit energizing or de-energizing are billed at the standard hourly rate, plus a fixed fee equal to one-fourth of that rate per circuit.
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Smart Hands work is charged per cage. Services across multiple cages must be submitted as separate tickets. You cannot combine work orders from different cages into a single request.

Charges for Multiple Technicians​

Most Smart Hands requests are handled by a single technician. However, depending on the scope of work and site discretion, some tasks may require more than one technician.

In these cases, charges are calculated based on the labor time entered by each technician. This ensures that billing reflects the total effort required to complete your request.

You’ll be able to view pricing details before submitting your request to Equinix.

Invoices​

You can view and download Smart Hands charges for your IBX data center deployments using the Billing History screen in the Customer Portal.

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For more detailed steps and billing information, see Billing.

To download your Smart Hands invoice activity, go to Operations in the menu and select Billing History.

Sample Smart Hands Invoice​

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Smart Hands charges are marked as Services in the Product column.

How Smart Hands Charges Are Described​

Activities During Normal IBX Working Hours​

Use CaseSmart Hands Product DescriptionDetails
Standard Smart Hands request to install cables/equipment during business hoursSmart Hands – Normal Working Hours – Install/Move Jumper to PPNormal Working Hours describes activities completed during the normal business hours of the IBX data center. Quantity shows the number of hours billed by the technician. Note: If prepaid Smart Hands Support Plan Hours are used, Unit Price shows 0.00.

Activities After IBX Working Hours​

Use CaseSmart Hands Product DescriptionDetails
Standard Smart Hands request to install cables/equipment after hoursSmart Hands – After Working Hours – Install/Move Jumper to PPAfter Working Hours describes activities completed after the normal business hours of the IBX data center. Quantity shows the number of hours billed by the technician. Note: If prepaid Smart Hands Support Plan Hours are used, Unit Price shows 0.00.

Purchase of a Support Plan​

Prepaid Support Plan:

Monthly Support Plan:

Use CaseSmart Hands Product DescriptionDetails
Purchase of a Prepaid Smart Hands Support PlanPrepaid Smart Hands HoursQuantity is always 1.00 (for one Prepaid Smart Hands Support Plan)
Purchase of a Monthly Smart Hands Support PlanMonthly Smart Hands Support Plan – 1 Month RolloverQuantity is always 1.00 (for one Monthly Smart Hands Support Plan). 1 Month Rollover shows that the plan hours were purchased to roll over the unused hours to the next month
Purchase of a Prepaid Smart Hands Support Plan valid for a single IBXPrepaid Smart Hands Hours – IBX SpecificIBX Specific Plan – For plans valid for a single IBX. This doesn’t display if purchased for all IBX data centers under an account number (country). Quantity is always 1.00 (for one Prepaid Smart Hands Support Plan – IBX Specific.)
Purchase of a Monthly Smart Hands Support Plan only valid for a single IBXMonthly Smart Hands Support Plan – IBX SpecificIBX Specific Plan – For plans valid for a single IBX. This doesn’t display if purchased for all IBX data centers under an account number (country). Quantity is always 1.00 (for one Monthly Smart Hands Support Plan – IBX Specific.)
Purchase of a Monthly Smart Hands Support Plan only valid for a single IBX with 1 Month Rollover hoursMonthly Smart Hands Support Plan – IBX Specific – 1 Month RolloverIBX Specific Plan – For plans valid for a single IBX. This doesn’t display if purchased for all IBX data centers under an account number (country). 1 Month Rollover – For plans that include 1 month of rollover hours. Quantity is always 1.00 (for one Monthly Smart Hands Support Plan – IBX Specific.) – 1 Month Rollover

One-Time Activity Charges​

Use CaseSmart Hands Product DescriptionDetails
One-Time Fixed Price Smart Hands for Cage Access ReportSmart Hands One-Time (Cage Access Report)This is a one-time, non-recurring cost. Cage Access Report is the name of the Fixed Price Service. Unit Price shows the Fixed Price.

Recurring Activity Charges​

Use CaseSmart Hands Product DescriptionDetails
Monthly Recurring Smart Hands for Cage Access ReportSmart Hands Recurring Activity – Cage Access Report – MonthlyMonthly recurring activities are completed every month on the date for when the activity was requested. Recurring Smart Hands shows the name of the Recurring Smart Hands Activity. For Fixed Price Smart Hands, Quantity is always 1.00. Unit Price shows the Fixed Price. Note: If prepaid Support Plan Hours were used, Unit Price shows 0.00.

One-Time Fixed Price Charges​

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If you exceed your support plan hours, the Product Description and Details column on the invoice will display "Overage".

Use CaseSmart Hands Product DescriptionDetails
Fixed Price Recurring Smart Hands – Debiting Support PlanCage Access Report – MonthlyThe One-time Fixed Price Smart Hands for a cage access report. The Smart Hands – Fixed Price Charges shows the debit against the Fixed Price Smart Hands activity due to debiting the support plan. Quantity is 1.00. Unit Price is the fixed price for the activity. Unit Price shows the debiting of the Fixed Price associated with the Smart Hands activity* Unit Price denoted within () shows automatic debit from an existing/ current support plan. Note: Hours purchased with a Support Plan can be used during business hours and after business hours.