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Support Plan Terms

  • The discounted fees are based on the number of Smart Hands support plan hours purchased prior to the beginning of the applicable billing period.
  • Equinix measures support plan usage in 30-minute increments.
  • Smart Hands hours can be used at any IBX data centers within the country specified in the contract, unless otherwise specified by the user's selected Smart Hands support plan.
  • Any additional hours used over the plan allotment are charged at the current standard Smart Hands hourly rate.
  • As of the effective date set forth on the contract, users must pay the plan fees applicable for the Smart Hands support plan, at the rates listed therein.
  • The Equinix Smart Hands Support Plan Policy supplements and sets forth terms and conditions governing the use of the Smart Hands support plan by users. Any undefined terms have their meanings given in the contract or the MCA.
  • If you request Equinix to expedite your Smart Hands order, an additional fee is added to the order.
  • Equinix reserves the right to reject a user’s Smart Hands request if such rejection is reasonable, or if such service is not offered as part of Smart Hands.
  • Equinix reserves the right to require that a user’s Smart Hands instructions be given in additional detail and in writing (which may be by electronic mail).
  • Equinix reserves the right to perform Smart Hands services at the user’s expense if the user fails to act in a timely manner in regard to IBX policies (for example, regarding suite cleanliness, shipping and receiving, etc.).
  • The Smart Hands service is limited to visual and physical support of IBX hardware (for example, no application support), unless otherwise instructed by user’s IT personnel.
  • An authorized user representative must be available via telephone when services are performed (during the agreed-upon window of time).
  • Equinix Professional Services teams are available for management of data center components and issues not covered by the Smart Hands service.
  • For the Monthly Rollover plan, hours must be used within 60 days (30-day initial plan period plus 30-day rollover). Usage will first consume hours from the current month, then from the rolled over hours from the previous month.
  • For the Monthly plan without rollover, hours are forfeited if not used within the 30-day plan period.
  • For the Prepaid plan, hours do not roll over and are forfeited if not used within the 12-month plan period.
  • Once a plan is purchased, additional hours can be added, but hour reductions are not permitted during the contract term.
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For more details about our global policies, see IBX Policies.