Your CSM is your advocate within Equinix and will support you on upgrades, expansions and additional services. Your CSM will also ensure you get the best value from your Equinix products and help you leverage Equinix resources to support your business objectives.

Your CSM is also your single point of contact for service management and will work with you to resolve the following:

• Adding services to existing footprints
• New contact onboarding
• Coordinating periodic customer business reviews
• Site tour and audit coordination (PCI, ISO, SSAE 16, etc.)

Before the integration to Equinix Customer One™ (ECO) is complete, your CSM will contact you to set up a customer onboarding session. During this session, your CSM will provide further information regarding their role and how to contact them. Once the integration is complete and you have established access to the Equinix Customer Portal (ECP), you can also go to the Support tab and click My Equinix Contacts to find the name of your CSM and other key account team members.

What is the Equinix Global Service Desk (GSD)? And what is its role?

The GSD team offers 24/7/365 support for all customer requests, including help for Trouble Tickets, Smart Hands® and other services.

The GSD can also assist you with placing service orders for the following:

• Trouble requests: urgent or service-impacting issues that require hands-on assistance to be provided by a site technician in the data center
• Shipping requests to and from the data center
• Access to an IBX® data center
• ECP notification setup or password reset

For GSD contact details, please visit the Equinix Customer Support page

The ECP is a web portal enabling you to access your data and submit self-service requests as a registered customer conducting business with Equinix. It is the quickest and most efficient way to request services and eliminates order processing delays.

The ECP provides the following key functions:

• Service Support: Trouble Tickets, Smart Hands®, IBX® Access, shipments, interconnections and reports via orders and tickets
• Account Administration: User management and permission setting
• Operations: View Assets and Notifications and billing details
• Network Management: Order and view Equinix Fabric®

User and Master Administrator Training for the ECP will be available, through a series of short videos and other collateral, in the Download Section of this resource center.

The ECP Mobile app (available for iOS or Android) allows you to order Equinix products and services, review orders and communicate directly with Equinix technicians.

• ECP Mobile users can order Smart Hands®, Work Visit, Inbound Shipment, Outbound Shipment, Trouble Ticket, IBX® Access and Conference Room bookings.
• To begin using ECP Mobile, please download the app from Apple Store or Google Play and then log in with your current ECP username and password on your mobile device.
• You can receive mobile push notifications for pending storage items so that timely action can be taken. Push notifications can be turned on or off within the ECP Mobile app settings.

On the day of integration go-live, you will receive two emails from Equinix:

• The first email will contain your username
• The second email will contain your PIN and setup instructions

Please ensure your contact details are up to date before the integration go-live, as these instructions will be sent automatically once the integration is complete. If you need to confirm your contact details with Equinix, please contact the Integration Customer Support Team at your earliest opportunity.

Once your ECP account setup is completed, you can access the ECP using the following link: https://customerportal.equinix.com. The ECP works as a ticket-based system, and you will receive a case number and an order number for each transaction.

For other products and services, such as cages, cabinets, and power, please contact your Account Manager.

If you cannot access the portal, please contact your Master Administrator, who can register you in the ECP and create a user profile for you. Your Master Administrator will also be able to establish your portal permissions. You may also contact your CSM directly for assistance.

Reminder: You cannot access the ECP or ECP Mobile until the integration into ECO is complete.