Product Information Page

This section provides further details of information shared with you via email relating to changes that will occur once the Entel administrative and operational systems are integrated into Equinix Customer One™ (ECO). New product names will appear on quotes, order documents, and invoices.

Until your current Entel contract ends, there will be no change to the fees charged for previously contracted products and services from Entel. However, all new products and services purchased from Equinix will align with the Equinix Price List. For further pricing information, please contact your Account Manager.

International Business Exchange™ (IBX®)

IBX stands for International Business Exchange. Our 200+ IBX data centers provide a dynamic community for our customers to connect globally. Upon integration, the Chile & Peru data centers will adopt the Equinix naming convention and be referred to as follows:

Colocation

Customers will see very little change to their current colocation service. Upon integration, we will be updating the product names to align with Equinix product names as follows:

Contracted Power

Currently, the way you receive your contracted power invoices will remain the same and your Equinix invoices will include relevant key information.

Contractual Draw Cap

Draw Cap is the maximum load you can draw across your installed equipment.

Equinix Cross Connect

Equinix Cross Connect allows customers to connect within and between IBX data centers on the same campus, providing direct access to thousands of networks, enterprises, cloud service providers, and digital content providers.

• Standard Cross Connects can be used for private peering and direct connectivity instead of local loop connections and are used within the same IBX data center, for example, within ST1.
• Campus Cross Connects enable customers to connect to another customer in a different Equinix IBX data center within the same campus area, for example, between ST1 and ST2.
• Intra-Customer Cross Connects enable customers to connect to their non-contiguous equipment in the same IBX data center.
• Innerduct enables customers to pull bulk fiber into the IBX data center from their local fiber network.

Equinix is progressively offering customers a range of interconnection products in ST1, ST2, ST3, ST4 & LM1. The following list indicates products that may be available to assist your IT operations. Please note not all these products will be available in every IBX data center.

• Equinix Internet Access
• Equinix Metro Connect®
• Equinix Internet Exchange®
• Equinix Fabric®

Smart Hands®

Equinix Smart Hands will replace the Remote Hands and Eyes Support service you currently receive. You may order Smart Hands services via the Equinix Global Service Desk (GSD) or the Equinix Customer Portal. More details are provided in the following table:

Smart Hands Consumption

The consumption model for Smart Hands is as follows:

• Smart Hands Ad-Hoc–Smart Hands services can be ordered on an ad-hoc basis and are billed on a time and material basis.
• Recurring Smart Hands–Smart Hands services that are scheduled and automatically recur based on a schedule. Recurring Smart Hands services are billed on a time and material basis.

The Smart Hands Support Plan is a tiered, pre-paid program allowing you to purchase Smart Hands services as monthly or bundled hours at a discounted rate.

• Monthly Smart Hands Support Plan–Smart Hands bundled hours are billed monthly. Customers may roll over unused monthly plan hours for a maximum of 1 month.
• Pre-Paid Smart Hands–Smart Hands bundled hours are billed as a single item and can be used anytime for 12 months.

Any chargeable time that is additional to the time included in the relevant Work Order (or equivalent order for services) will be charged in 30-minute increments.

Service Requests

We have two types of service requests:

• Trouble tickets–Trouble Tickets are entered for requests requiring immediate response based on loss or customer service interruption. The expected response time for Severity One Trouble Tickets is 30 minutes.
• Smart Hands–These requests are for non-service-impacting incidents and have an expected turnaround time of 24 business hours. Please be aware you can expedite a request if you require a Smart Hands task to be accomplished sooner than 24 business hours or need to request a specific start time during the 24-hour window. Expedites are subject to IBX data center resources, and the IBX data center team may propose an alternative time if the requested time is unavailable.

We aim to implement these changes as smoothly and efficiently as possible. Please contact us on CS-SA-INT@equinix.com or refer to the Contact Us page on this Resource Center with any questions during this integration period. Once the integration is complete, you can contact your Equinix Account Manager.