Support

Create a Trouble Ticket

To troubleshoot issues related to equipment, network, or power, create a trouble ticket directly from Smart View.

1. To create a ticket, click Create Trouble Ticket or the SOS icon.

   For example:

   From the Mechanical data section's detail screen:

   

   From the System Alerts detail screen:

   

   From the Maintenance screens:

   

2. Review the auto-filled ticket information and click Submit Trouble Ticket.

   

   Note: If you need to add more information (or change the pre-filled information), click Create on Equinix Customer Portal.

After you submit your ticket, a confirmation message shows your ticket number:

You can use this number to find the trouble ticket, view the ticket status, and make modifications to the ticket in the Orders and Tickets History screen in the Customer Portal.

tip

Click Cancel to return to the previous page without submitting the ticket.

Alternatively, you can open a support case in the Equinix Customer Portal. For instructions, see Opening a Support Case.

Create a Smart Hands Order

To request cage access, installation services, power cycling of hardware, etc., create a Smart Hands order in the Equinix Customer Portal. For instructions, see Submit a Smart Hands Order.

tip

For help deciding which type of ticket to open, see Smart Hands Order vs. Trouble Ticket.

Portal Support Center

See Customer Support documentation for how to use the Customer Portal Support Center to get help and manage requests.

Customer Support

For urgent issues, contact Customer Support, available 24 hours a day, 7 days a week.

Submit Feedback

• To suggest how we can improve the Smart View experience, send email to our Equinix Smart View Feedback team.

• For questions or comments about another product or service, send email to our Product Feedback team.

• In the Customer Portal, click the Feedback tab on the right edge of the screen.

• For general inquiries or feedback about Equinix, products, services, and IBX locations, Contact Equinix.