Customer Care Overview
Providing our customers with a world-class customer experience is our priority. We are excited to welcome you as an Equinix customer and we are here to support you throughout the integration process.
Please note, this information applies to customers with deployments in AM11 (previously known as the Switch data center, AMS1) only.
Whilst the integration is in process, you will not have access to the Equinix Customer Portal (ECP) or the Equinix Global Service Desk (GSD). We will notify you in advance when your access to these resources will be available. The following information is to help you and your teams prepare for your transition to Equinix.
The information we shared with you via email and details of these changes can be found on this page and in other sections of this Resource Centre. Please read this information as it will help you prepare. Please be aware, this Resource Centre will be updated regularly, and we encourage you to refer to this page for more information over the next few months.
If you cannot find answers to your questions in this Resource Centre, please contact your Account Manager or the Customer Care Integration Team.
Your Account Team at Equinix
1. Account Manager (AM)
Your AM will continue to support your account and assist you with commercial matters. These may include:
- New or additional racks, capacity, power, network products or managed services
- Migration, termination or novation requests
- Global programs and new business initiatives
- Client escalations
2. Customer Success Manager (CSM)
Your CSM will is your advocate inside of Equinix who will partner with you on upgrades, expansions and additional services. Your CSM will also ensure you get the value from your Equinix products and will also help you leverage Equinix resources to support your business objectives. These will include:
- Single point of contact for service management
- Customer business reviews
- Customer experience
- Adding services to existing footprints
- Order related inquiries/escalations
- New contact onboarding
- Audit coordination (PCI, ISO, SSAE 16, etc.)
3. Sales Engineer (SE)
Your SE is the technical point of contact who will provide support to you and your Account Manager. This will include:
- Designing new deployments or expansion of existing deployments
- Designing changes in configuration when requested
- Handing over deployments to project managers or onsite teams for installation
4. Billing Analyst (BA)
Your BA will support you and your team with any queries relating to invoices and invoicing escalations.
Once you are fully integrated onto Equinix Customer One™ (ECO) and have established access to the ECP, you will find the contact details for your account team on the Support tab in the ECP.
Equinix Customer One™ (ECO)
The ECO system streamlines processes and business interactions to ensure global alignment and to provide a clear and consistent customer experience. This program was designed as a result of feedback from our customers requesting more flexibility and self-service capabilities.
The Equinix Customer Portal (ECP)
Once fully integrated, colocation orders, service requests and trouble tickets will be accessible via the Equinix Customer Portal (ECP). The ECP is a web portal enabling customers to conduct business with Equinix. The ECP is the quickest and most efficient way of requesting services as this will eliminate the manual processing of requests which can take longer.
The ECP provides four key functions:
- User management
- Support instructions
You will be able to access the portal at any time that is convenient to you. Some of the services include:
- Creating new orders and viewing submitted orders
- Raising trouble tickets
- Downloading reports, including your Installed Base Report
- Checking your invoices
Please be aware, there are several ways to create a trouble ticket. Creating trouble tickets via the ECP is the preferred method as it is quicker and more efficient. You may only create trouble tickets via the ECP for colocation or network products. For other services, please contact the GSD directly.
For clear instructions on how to access the ECP, please refer to the Download Section of this Resource Center where you will find tutorials and video demonstrations. If you need assistance with the portal, you can contact your CSM.
The Equinix Global Service Desk (GSD)
Once the integration is complete, the GSD (or as it is also frequently referred to, the Service Desk) is the initial point of contact for customer service issues. The GSD provides 24/7 support for customers including the following:
- Trouble tickets – for issues relating to contracted service
- Smart Hands - when customers need support from Equinix regarding IBX deployments
- Shipping and loading to your IBX
- IBX access registration including temporary access and revocation of access
For urgent Equinix support issues, customers should call the service desk and they will be routed to the appropriate support service.
For colocation activities, customers can contact the GSD by telephone or email or alternatively via the ECP. The GSD provides 24/7 support English.
Local Toll Free: +31 20 808 0015
Before accessing the GSD for the first time, you will need to register your contact details on the ECP. When you register with the ECP for the first time, you will be provided with a 4-digit code which you will need to authenticate yourself when you contact the GSD.
We are here to support you throughout this integration. The FAQ page in this section will provide more information, or you can visit the Download Section of this Resource Center. If you have any further questions, please contact the Customer Care Integration Team