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Please use the following information for guidance on Equinix Global Service Desk (GSD) contacts and Service Level Agreements (SLAs).
*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.
The Global Service Desk (GSD) is the initial point of contact for customer service issues.
For urgent Equinix support issues, customers should call the GSD and the GSD will open a ticket and route it to the appropriate Equinix International Business Exchange™ (IBX®)* data center, Network Operations Center (NOC) or system support team.
The list below provides the trouble ticket priorities, ticket severity definitions and SLA response time.
Equinix will contact within 30 minutes
Equinix will contact within 1 to 2 hours
Equinix will contact (or perform the work) within 24 hours
The list below provides some typical examples of customer issues that can be referenced while creating a ticket for escalations.