Smart Hands Order vs. Trouble Ticket
Trouble tickets are reserved for service interruptions or degradation of Equinix-provided services and have the highest priority at the IBX.
Use a Smart Hands request for customer-owned equipment tasks such as installation, maintenance, or troubleshooting.
Choose the Right Request Type
Use this diagram to determine whether to create a Smart Hands request or a trouble ticket.
If the cause of a trouble ticket is determined to be on the customer side (i.e., not related to Equinix facilities/processes), Smart Hands hourly rates apply for the time spent, plus the cost of any parts used. Expedite fees are not charged in this instance.
Trouble Tickets and Smart Hands Requests
Trouble tickets cannot be used to accelerate Smart Hands work. They are reserved for issues involving loss or degradation of Equinix-provided services.
For faster turnaround on Smart Hands tasks, select the Expedited scheduling option when submitting your request.