Products & Services FAQs
*An Equinix International Business Exchange™ (IBX®) is how Equinix refers to its data centers. IBXs provide access to vital ecosystems where major networks, enterprises and business partners interconnect to each other and to more than 1,600+ available networks.Expand All
Managed Router Services
What is the Managed Router Services Bundle (MRS)?
The Managed Router Services bundle is a service bundle offered by Verizon that included colocation (space and power) and IP Transit services. Equinix assumed these bundles as part of the acquisition, with Verizon continuing to provide and support the IP Transit services.
Customers with this bundle will be migrated to the equivalent Equinix colocation product (Private Cage or Secure Cabinet), with the IP Transit service listed as a separate line item on the customer’s invoice. (NOTE: The bundle has been split into two services.) In the short term, we will continue invoicing the IP Transit portion of the service, on behalf of Verizon, as the service is currently provided by Verizon.
Verizon plans to decommission this specific IP Transit product for these bundles within one year after the close of the transaction (May 2018). Until this time, Verizon will continue to support the IP transit service as customers migrate to other options. We will work with customers to transition them to Equinix Connect (where available) or other service providers within their Equinix International Business Exchange™ (IBX®) for their IP Transit requirements.
I have purchased a bundle that includes colocation and Verizon Managed Router Service (MRS). Where do I go for Equinix Customer Support related to this bundle with Verizon Managed Router Service (MRS)?
Following the closure of Verizon’s co-location, cloud and managed hosting, Verizon support for retained Managed Router Service (MRS) will continue to be performed by the Verizon service and network operation centers. Support is available 24 hours a day, 7 days a week, 365 days a year. Customers can request support by email to our service center (email@example.com). During an emergency, the Verizon network operation center (NOC) can be reached by telephone at +1 305-328-8000 for immediate resolution.
While Verizon will continue to fulfill the Managed Router Service, you may need to reach out to the Equinix Global Service Desk (GSD) or your Equinix Customer Success Manager (CSM) to initiate support requests.
What alternative IP transit providers are available in MI1?
You can connect to over 80 alternative providers at our MI1 IBX data center. A list of alternative providers is provided below.
Please note, you will be required to engage these providers directly to secure your IP Transit service.
- Allied Fiber
- Bahamas Telecommunications
- Bantel International Corporation
- Belgacom North America ICS
- Belize Telecommunications
- British Telecom BT LatAm
- Cable & Wireless Americas
- Cable & Wireless Americas - (EWC) - LIME
- Cable Onda
- CAF (Corporación Andina de Fomento)
- Centennial Florida Switch
- Centurylink (Qwest/Savvis)
- China Telecom
- China Unicom
- Clear Wireless
- CNT EP (Corporacion National de Telecommunicaciones)
- Cogent Communications
- Columbus Networks
- Comcast Cable
- Compañia Dominicana de Telefonos (CODETEL)
- EarthLink Business
- Emerging Markets Panama
- Equant (France Telecom)
- Florida LambdaRail
- FPL FiberNet
- Global Telecom & Technology (GTT)
- Hotwire Business Solutions
- Hurricane Electric
- Instituto Costarricense de Electricidad (ICE)
- Latam Telecommunications
- Latin America Nautilus (LAN/Sparkle/ Seabone)
- Level 3 Communications
- Metrored Mexico
- Millicom Americas
- Mossel Jamaica Limited (DIGICEL)
- NewCom Limited
- Oi Movil
- Open Telecom
- Orange Dominicana
- PCCW Global
- PREPA Networks
- Radianz Americas (BT)
- Sago Networks
- San Juan Cable
- Sling Broadband
- Smitcoms Dominicana
- Sprint Communications
- Sunrise/TDC Switzerland
- Tata Communications
- TeleBermuda International
- Telecom Columbia USA
- Telefónica International Wholesale Services (TIWS)
- Telekom Malaysia
- TeliaSonera International Carrier
- Telmex USA
- Terra Networks
- Three Sixty Communications Limited
- Time Warner Cable
- Trilogy Dominicana
- TW Telecom
- Verizon Business
- XO Communications
- Yak Communications
- Zayo (AboveNet)
Will my services be impacted?
Colocation services will not be impacted; however, IP Transit services will be impacted as a result of Verizon’s decision to decommission this service as of one year past the acquisition (May 2018). As previously indicated, Equinix is developing options for customers to migrate to either the Equinix equivalent product (Equinix Connect), or alternative carriers. At this time, customers will have the opportunity to migrate to the Equinix colocation product, or simply amend their contract to remove the IP Transit services.
How can I find out who provides IP Transit service in my IBX?
You can utilize the Equinix Marketplace to identify and contact service providers. Learn more about Marketplace ›
What is Equinix Connect?
Equinix Connect provides a bundled IP Transit service for Equinix customers who require a single-source solution. In addition to all other Equinix services, you will receive:
- The high reliability of an Equinix service offering
- A single point of contact for quoting/consultation, ordering, installation, provisioning, project management and support
- A single invoice for your IP Transit service
When will Equinix Connect be available?
Equinix Connect is targeted to be available at the end of 2017 to customers in Miami (MI1) and São Paulo (SP4), and in the early half of 2018 in all other IBXs in the Miami Metro.
Intra-Facility Cable (IFC)
What is an IFC?
Cross connects at many of the acquired Verizon IBX data centers are completed in two cable segments. The intra-facility cable, the first segment of cable, runs from the patch panel demarc in the customer cage/cabinet to the meet point room. The cross connect, the second segment of cable, is patched inside the meet point room.
Can the IFC be ordered through the Equinix Customer Portal (ECP)? If so, how do I place an order?
Cross Connects and IFC orders can be placed on the Equinix Customer Portal. The customer uses the Install Base Report downloaded from the ECP to get asset reference IDs to complete the Cross Connect and IFC orders. Please refer to the training deck for a walk through of completing Cross Connect and IFC orders. The customer can order IFCs in two ways:
- Order Cross Connects and IFCs online through the ECP. The customer uses the Cross Connect order feature on the ECP and when the Velocity IBXs is selected, the customer can select the cage, cabinet, and patch panel port for the A-side and Z-side customers. If an LOA is uploaded on the Z-side, only the IBX and Circuit ID parameters are the only required fields.
- Order only IFCs in advance of Cross Connect. This option, also available from the ECP, allows the customer to build advance IFC capacity and expedite completion of Cross Connect orders. After the form is completed and submitted, a member of GSD will call the customer to complete order.
What information is needed to order an IFC?
You will need to provide the A-side IFC-ID, which indicates: the assigned port(s) within your space, the media type and the number of circuits.
What if I don’t know my IFC-ID for the A-side?
If you don’t have the IFC-ID for the A-side, you can place an order on the next available IFC port. Please retrieve an Install Base Report from the Equinix Customer Portal to get an inventory of your assets and reference IDs.
What changes are being made to demarcation standards due to the acquisition?
Prior to the acquisition, the end of the IFC that terminated in the customer cage/cabinet was often not connected to a patch panel. You were responsible for managing IFC cable termination inside your cage/cabinet.
Moving forward, customer IFCs will be terminated to an Equinix-provided patch panel in your cage/cabinet.
Does an IFC need to be ordered prior to a cross connect?
Yes, the IFC needs to be ordered and installed prior to a cross connect order in applicable sites (reference next question for sites where IFC is required.). Therefore, we recommend that customers order multiple IFCs ahead of time to improve order delivery times.
Which IBX data centers require the IFC to be ordered prior to ordering cross connects?
The IFC must be ordered prior to Cross Connects in the following locations:
- IAD3 (Culpeper) CU1
- IAD3 (Culpeper) CU2
- IAD3 (Culpeper) CU3
- IAD3 (Culpeper) CU4
- DEN1 (Englewood) DE2
- MIA1 (Miami NOTA) MI1
- EWR1 (Carteret) NY11
- SJC3 (Santa Clara) SV14
- SJC3 (Santa Clara) SV15
- SJC3 (Santa Clara) SV16
- SJC3 (Santa Clara) SV17
- GRU1 (São Paulo NAP) SP4
- BOG1 (Bogotá NAP) BG1
Are separate fees required for the Intra-facility Cable (IFC) or cross connect when connecting to the Equinix Internet Exchange?
No. The IFC and cross connect are included with the Equinix Internet Exchange product. If a cross connect is ordered to IX.br/PTT, then there will be a charge for the IFC and the cross connect.
Can IFCs be ordered individually or do they come in bundles?
For fiber, IFCs are ordered in bundles of three (3), six (6), 12, 24, etc., with a minimum of three (3) pair required. For copper, customers can order in quantities of one (1), but typically, customers will purchase larger bundles up front to more quickly enable their cross connects in the MPR.
What is the Equinix Internet Exchange (IX)?
Equinix Internet Exchange provides a reliable switching platform for IP network interconnection. IX enables efficient traffic interchange by aggregating thousands of peering sessions onto a single hardware platform at an IBX data center, improving reliability and reducing costs of IP traffic delivery.
Will Equinix continue to offer Internet Exchange service at Miami and São Paulo IBX data centers?
Yes, Equinix will continue to offer Internet Exchange in both Miami and São Paulo. You can order new ports through the Equinix Customer Portal.
What port speeds and interface types does Equinix support on the Internet Exchange?
Equinix offers IX ports at 1Gig (SX and LX), 10G (LR), and 100G (LR4) port speeds.
Does Equinix support link aggregation for IX ports?
Equinix supports link aggregation for all port speeds.
Is there a service level agreement (SLA) on the Equinix Internet Exchange?
Yes, Equinix supports a 99.99% port availability SLA on the IX service.
Does Equinix have a portal for the Internet Exchange service?
Yes! The portal is available at ix.equinix.com. The portal has tools to view IX participant lists, analyze aggregate and peer-to-peer traffic statistics, find new peers and gaps with existing partners, and join the multilateral route-servers. Portal access permissions are granted by your organization’s portal administrator.
How do I get support for Equinix IX technical or operational issues?
You can contact the Equinix NOC at firstname.lastname@example.org or call the Equinix Service Desk at 1.866.378.4649 (Miami) or +55.11.3958.2564 (Sao Paulo).
How can I order new or additional IX ports? Is there capacity available?
New and additional IX ports are available for ordering on the Equinix Customer Portal. You can also work with your account team for quoting and ordering. Portal access permissions are granted by your organization’s portal administrator.
Does Equinix offer any private VLAN options?
Yes, we have a Private VLAN product to enable a point-to-point 802.1q-encapsulated VLAN between two IX participants.
Does Equinix have route-servers for the IX service?
For the next few months, Equinix will continue to support the legacy Verizon route-servers. Early in 2018, Equinix will make our route-servers available on the Miami and Sao Paulo IXs. The Equinix service is known as the Multi-Lateral Peering Exchange (MLPE), and consists of redundant route-servers on each IX. We support IPv4 and IPv6 at all MLPE locations and BGP communities for traffic engineering. For full description of this service, and to request participation, please visit the MLPE Information Page on the Internet Exchange Portal.
Does Equinix offer any Distributed Denial of Service (DDoS) protections?
Yes! We offer an IETF draft-compliant solution supporting a remote-triggered blackhole (RTBH) service on our MPLE route-servers and between bi-lateral peers.
Does Equinix offer any participant mailing-lists so I can share operational information with all of them?
Yes! Mailing lists are available in every region. In the Americas, the email@example.com can be used to make announcements to your peers or to discuss related topics. To subscribe, please email firstname.lastname@example.org with a request to be added to the email@example.com mailing list.
Will Equinix send me IX maintenance and service disruption notifications?
Yes! For planned maintenances, Equinix provides 2-week and 24-hour advanced notices to customer-designated email contacts. For unplanned maintenances, Equinix strives to notify as soon as possible ahead of any service impact. For unplanned downtime, Equinix issues early and frequent notifications, and offers a RFO to interested customers.
What other changes can I expect related to IX?
A few operational changes are on the radar, including:
- Equinix will have to replace and return the IPv4 and IPv6 subnets Verizon used for the IX platforms in Miami and Sao Paulo. More details and frequent notifications on this change will be forthcoming in Q1 when we kick off the migration process.
- When we announce the details on the IP space migration, we’ll also provide instructions on connecting to the new Equinix MLPE route-servers. In 2018 the legacy Verizon route-servers will be phased out.
- Over the next few months, Equinix will be replacing the legacy IX switching platform with new core and leaf switches. Customers will receive notifications prior to any planned service-impacting work.
Why is Equinix decommissioning the muxing/demuxing service?
The demand for these services has fallen significantly over the past few years because customers are using the legacy protocols in muxing/demuxing less frequently. Additionally, modern methods of accomplishing this task are available on customer equipment.
When will service cease for muxing/demuxing?
You will be given a minimum of 180 days to migrate your services internally or to a service provider. Customers with muxing/demuxing services under contract will continue to be serviced until contract expiration or 180 days from the date of notification, whichever is longer.
Can I cancel muxing/demuxing services prior to the contract expiration?
Yes, you may cancel your muxing/demuxing services at your convenience ahead of contract expiration.
Will there be any difference in my Remote Hands and/or Smart Hands service after moving to ECO?
With the conversion of Verizon systems to the Equinix Customer One (ECO) platform, Equinix will be transitioning both the Verizon Remote Hands and Verizon Smart Hands service to the Equinix Smart Hands™ service.
Through our Equinix Smart Hands service, our highly trained and experienced IBX technicians provide remote management, custom installations and equipment troubleshooting assistance 24 hours a day, 7 days a week, 365 days a year.
Equinix Smart Hands services include:
- Onsite technical assistance and troubleshooting
- Equipment installations and configurations
- Ladder racking, pre-wiring of patch panels and equipment
- Interface card removal, installation and configuration
- Testing media for continuity and proper signaling
- Providing visual verifications to assist in remote troubleshooting
- Inventorying/labeling of equipment
- Assisting in the conference room and with AV equipment setup
- Power cycling a router, server and switch, and soft-booting a server
- Adding, removing and verifying a demarcation
- Moving equipment within your space and cabinets
- Moving or securing cables
Your Equinix Smart Hands tickets will now be acknowledged through standard Equinix email notifications, including Booked, Scheduled and Completed notifications.
Why is Equinix decommissioning Verizon Remote Hands service?
Equinix is integrating all Verizon Remote Hands services under Equinix Smart Hands so that we have a single consistent service globally. Some Verizon data centers only offered Remote Hands, but will now offer Equinix Smart Hands. This means previous features and SLA/SLOs for Verizon services will no longer be available and will be replaced by the standard Equinix Smart Hands and Support Plan features.
Why is Equinix decommissioning Verizon Smart Hands service?
Equinix is integrating all Verizon Smart Hands services under Equinix Smart Hands so that we have a single, consistent service globally. This means the previous features and SLA/SLOs for the Verizon services will no longer be available and will be replaced by the standard Equinix Smart Hands and Support Plan features.
Verizon Remote Hands pricing was lower than Verizon Smart Hands. What will my new Equinix Smart Hands service pricing be?
The transition to Equinix Smart Hands service includes transitioning to the standard Equinix Smart Hands features, SLOs, billing intervals and pricing. Note that while the pricing for Equinix Smart Hands service is higher than the Verizon Remote Hands service, it is less than the Verizon Smart Hands service. In addition, the Equinix Smart Hands service billing interval is standardized at 30 minutes vs. 60 minutes under both Verizon Remote Hands and Verizon Smart Hands.
Thus, all Remote Hands activities that are completed in less than 30 minutes will result in a lower standard charge to you. In addition, all Equinix Smart Hands activities, regardless of time required to complete, will result in a lower charge to you.
Finally, you can receive significant discounts for Equinix Smart Hands services by purchasing an Equinix Smart Hands Support Plan. We have created promotional Equinix Smart Hands Support Plans that start at the Verizon Remote Hands rate, so you can continue to take advantage of the previous Verizon Remote Hands pricing. Please note, Equinix provides both a monthly support plan and an annual support plan (hours purchased are good for 12 months).
Contact your Equinix Sales Account Executive for more information on the promotional Equinix Smart Hands Support Plan.
I had a Verizon Remote Hands and/or Verizon Smart Hands Support Plan. What will happen to those plans?
Existing Verizon Remote Hands and/or Verizon Smart Hands Support Plans will be transitioned to an Equinix Smart Hands Support Plan with the same number of hours and the same monthly pricing as your current plan.
Will there be any difference in how the support plans work?
The Verizon support plans are available only as a monthly plan. In addition, the hours purchased under the Verizon support plans are valid only for the individual IBX purchased.
The Equinix Smart Hands Support Plans are available as both an annual plan and a monthly plan. In addition, the hours purchased with an Equinix Smart Hands Support Plan can be used for all space in Equinix IBX data centers that are under the same customer billing account number and are within the same country.
I had a Verizon Hands and Eyes Support Plan. What will I transition to?
Customers on the legacy Verizon Hands and Eyes Service will have their support plan hours migrated to Equinix Smart Hands Support Plans with the same number of hours and pricing.
What is the power overage charge?
Verizon applied a power overage charge to customers who exceeded their contracted power usage for their cage/cabinet.
Why is Equinix removing the charge?
Customers should not exceed the draw cap for their cage/cabinet. Customers who exceed their draw cap will be required to increase the draw cap rather than be charged overage fees.
What is the cooling premium charge?
Pertinent to Verizon circuit-based customers only, the cooling premium charge was an additional charge to offset the cooling needed for those customers with higher power density deployments.
Why is Equinix removing the charge?
Customers should be renewed to the appropriate Private Cage or Secure Cabinet with kVA-based Power at contract renewal. The Equinix products are inclusive of cooling premiums and will no longer be included as a separate line item.
What is the Equinix Marketplace?
Marketplace is an easy-to-use site that helps Equinix customers connect with each other to find the services they need to grow their business. The Marketplace gives you the ability to leverage the Equinix rich customer and partner ecosystems, global footprint and state-of-the-art data centers to reach customers and generate growth.
When will I be able to search for and view the former Verizon data center customer locations in Marketplace?
For existing sellers on the Marketplace, their company storefronts will be automatically updated with new IBX data center locations. Customers who are new to Marketplace will have storefronts automatically created with the new locations listed.
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