Managed Services FAQs

We have refined our service and support processes for our customers to meet Equinix’s global standards. Here you will find information about the changes in the support process, features available on the customer portal for managed services management, change in ticket priority and severity or service level agreement (SLA), and new model of delivered services notifications (incidents, enablement, permissions management on the Managed Services portal and test system, and technical validation).

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Will there be any changes to Equinix’s support process?

Equinix is improving all of its customer service and support processes, following recommended best practices and prioritizing the customer above all else. The first major change will be in our tickets classification process. We currently classify customer tickets as Incidents or Requests. Starting in October this classification will be replaced by a unique ticket identification system. All tickets will be uniquely identified by a simple sequence of eleven numbers, following the model 1-12345678910.

We are also formalizing via email the change management process for Managed Services, which will become much more organized and visible, and the troubleshooting process, which will analyze an issue’s root cause in a transparent manner. The purpose of all these processes is to boost the overall quality of our managed services.

Will there be any changes to the managed services features currently available in the Customer Portal?

Yes. The entire Customer Portal will be revamped and the main managed services technical tools currently available will also be restructured in a new platform. Some examples are the Firewall as a Service or Backup as a Service portals. New Portals will also be created, such as DNS Management.

Will there be any changes to the notifications I usually receive from Equinix?

The entire notification flow will be reviewed and new communication models will be implemented, in order to provide more information and transparency to our customers. Notifications of service incidents in “Infrastructure as a Service” will be more proactive and informative. New service activation notifications will also be much more detailed. And the maintenance and change management process will become more transparent. This all comes from Equinix’s adoption of international quality standards across all countries where the company operates.

Will there be any changes to ticket priorities, severity classifications or SLAs?

SLAs and severities will remain the same. However, when opening tickets in the Equinix Customer Portal, customers can indicate the type of impact caused by each issue in their environment, which will help us prioritize support efforts.

Which specific Managed Services permissions will I be able to manage?

Permissions to self-service modules of Managed Services main portfolio products, such as Managed Backup, Monitoration or Virtual Private Server, can be configured in three different levels: no permission; only viewing permission; and administrative permission.

Once my services have been activated, will I be able to test them to make sure they have been configured as expected before beginning use and billing operations?

Yes, this will continue to be done as it is today. For any fullfilment of a new service, we will contact you to test and validate what is being delivered. The only change here is the validation will be performed for a wider range of products, including colocation and connectivity services.