Ordering a Support Plan

To order a support plan online, you need the following Customer Portal permissions:

• Ordering > Smart Hands Ordering
• Smart Hands Support Plan > Order Smart Hands Support Plan

1. From the Orders and Tickets menu in the Customer Portal, select Smart Hands.

2. From the Smart Hands Catalog, click Smart Hands Support Plan.

   

3. Select a plan type:

   • Monthly Smart Hands Support Plan (Rollover) – Billing is month-to-month. Unused hours can be rolled over for one additional month.

     Example

     Hours for July can be used in July or August.

   • Prepaid Smart Hands Hours – Support hours are paid in advance, and can be used anytime within the plan year.

4. Review the details under Plan Date. Your plan will begin the day you submit the order.

   • Monthly plans are open-ended, and show only a start date.
   • Prepaid plans are for one year, and show the start date and end date.

5. Under Plan Hours, enter the number of support hours to include in your plan.

   • For Monthly plans, this is the number of support hours per month.
   • For Prepaid plans, this is the number of support hours for the entire year.

6. Select a billing account from the Account drop-down list.

7. If the plan hours will only be used at a specific IBX, enable IBX Specific Plan and select the IBX from the drop-down list. Otherwise, the plan hours can be used at any IBX listed on the selected account.

8. Review the information under Pricing Details.

   • Hourly Rate (Discount) shows the price per support hour, and any discounts applied.
   • For Prepaid plans, One-time Charges shows the amount you will be billed for the plan year.
   • For Monthly plans, Monthly Recurring Charges shows the amount you will be billed each month.

9. To associate a purchase order with this support plan order, click Add Purchase Order Number. Then you can either select an existing purchase order, add a new purchase order, or submit a purchase order exemption form. If the selected billing account requires a purchase order, the Purchase Order field is marked Required; otherwise, it is marked Optional.

10. Add Customer Reference information.

    Many companies have an internal ticketing system to track issues or track items ordered from Equinix. This field provides a place to enter your internal reference information, such as P.O. numbers, ticket numbers, or descriptive text.

    tip

    This information can be searched for on the Orders and Tickets History screen, and will also appear on any related invoices.

11. Click Next and review your order and your contact information.

12. Review the terms and conditions.

13. If the selected billing account requires a signature for the order, click Select Signature Options. Specify the person in your organization who is authorized to approve the order, then click Save. The specified approver will receive a signature request via email. The support plan will not begin until the order is approved.

    If the account does not require a signature, click I Accept.

14. Click Submit.