Smart Hands Expert remote assistance and technical expertise

Through our Smart Hands™ service, our highly trained and experienced IBX® Technicians provide assistance for remote management, custom installations, and equipment troubleshooting. Services range from power-cycling equipment to signal-testing a circuit, to performing an emergency equipment replacement. You can’t be at the IBX all the time, but we are.

Our Smart Hands technicians are trained in the latest technologies and are available 24 hours a day, 7 days a week, 365 days a year.

Services include:

  • Onsite/offsite 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
  • Assistance 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 a cable

Explore More

  • Customer Support Overview

    Reliable, accessible and experienced customer support is available across our global footprint of IBX data centers in 37 markets.

  • Equinix Customer Portal

    The Equinix Customer Portal is available for customers to report issues, open trouble tickets or order new services.

In Their Words

"We know we can count on the Equinix Smart Hands™ service if we need assistance. Everything we run for our clients is critical, but because an experienced Equinix technician will respond to our request in a heartbeat, I feel comfortable with these remote deployments."

— Adrian Goins, President and CEO, Arces

Brochures & Datasheets

Case Study

  • Arces Network (PDF)

    Managed services provider, Arces, uses Smart Hands to deploy remote infrastructure with confidence.


Download Datasheet PDF
Equinix Smart Hands Datasheet

Manage your operations remotely with Smart Hands, our remote assistance technician service.

Download Case Study PDF

Arces Case Study

Find out how managed services provider, Arces, used Smart Hands to deploy remote infrastructure with confidence.

Support by Region
  • Americas
    Get support in the Americas region.

  • Asia-Pacific
    Get support in the Asia-Pacific region.

  • EMEA
    Get support in the EMEA region.