Support Plan Terms

Quick guide to key terms and policies for Smart Hands Support Plans, including billing, usage, and service rules.

• Discounted fees are based on the number of Smart Hands Support Plan hours purchased prior to the start of the billing period.
• Usage billed in 30-minute increments.
• Hours usable at any IBX data centers within the country specified in the contract, unless otherwise restricted by the user's plan.
• Extra hours billed at the current standard Smart Hands hourly rate.
• Plan fees due from the contract’s effective date at the listed rates.
• Policy outlines terms and conditions for the use of the Smart Hands Support Plan by users. Any undefined terms follow the definitions in the contract or MCA.
• Expedited requests incur an additional fee.
• Requests may be rejected if the request is unreasonable or outside Smart Hands scope.
• Detailed written instructions may be required. 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).
• Services may be performed at the user’s expense if IBX compliance is delayed, or if the user fails to act in a timely manner in regard to IBX policies (for example, regarding suite cleanliness, shipping and receiving, etc.).
• 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.
• Authorized representative required and must be available via telephone when services are performed (during the agreed-upon window of time).
• Professional Services available for management of data center components and issues not covered by the Smart Hands service.
• Monthly Rollover hours expire after 60 days (30-day initial plan period plus 30-day rollover). Current month hours are used first, followed by rolled-over hours from the previous month.
• Monthly plan hours without rollover expire after 30 days, if not used within the 30-day plan period.
• Prepaid plan hours expire after 12 months if not used, hours do not roll over and are forfeited.
• Additional hours allowed once a plan is purchased, but hour reductions are not permitted during the contract term.

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For global policies details, see IBX Policies.