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*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
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Equinix strives to keep our customers well-informed should an emergency or issue arise at our sites.
To receive proactive notifications of any emergencies, weather advisories or upcoming critical maintenance at your site(s), talk to your company's administrator, your Customer Success Manager (CSM) or contact our Global Service Desk (GSD).
Equinix will inform you of an ongoing situation via e-mail if you have requested this type of notification. You will receive the latest updates for the incident until the situation is resolved. Should you, at any point during the incident, observe any anomalies that are inconsistent with the updates you are receiving, you may submit a Trouble Ticket via the Equinix Customer Portal or with our Global Service Desk. Our technicians will investigate as soon as possible and provide you with any necessary updates.
Absolutely. Equinix requires everyone to adhere to policies that protect all visitors' right to a safe and comfortable work space, and also safeguards their licensed spaces and use of all services.
These policies cover a lot of ground—from where food or beverages may be consumed and smoking/vaping areas, to rules prohibiting anyone from breaching security of other customers, or the IBX, etc.
A list of Equinix's Global IBX Policies and Procedures can be found here.
Because cardboard can cause dust and is flammable, we do not allow storage of cardboard in the colocation area.
If you bring or ship any equipment to the site in cardboard boxes, be sure to unbox the equipment as quickly as possible and dispose of the packaging material. You may also choose to open an Equinix Smart Hands ticket and we can dispose of the packaging material for you.
If there is a problem area, please be assured that we are actively working with that customer. If needed, we will clean up the cardboard ourselves as a paid Equinix Smart Hands service.
Talk to your Equinix Customer Success Manager (CSM) about installing a sign on your equipment or licensed space. They can give you details on the approval process and sign specifications.
Yes. Equinix has detailed policies on what may be deployed and requirements on how it must be deployed and maintained. These policies are meant to protect all customers’ service and maintain peak reliability in our data centers.
The full set of policies may be reviewed in Equinix’s Global IBX Policies and Procedures.
Here are a few policies you may be interested in, as they relate to power. Customers MUST NOT…
If this is your first visit to the IBX, your company’s ECP Administrator must open a Work Visit or Security Access Order 24 hours in advance on our Equinix Customer Portal (ECP).
A demarcation point and patch panel is where Equinix will install cables for your IFC and cross connect install requests. If the IFCs or cross connects need to be extended to your equipment, please submit an Equinix Smart Hands request for the site technicians to install a patch cable and extend it down to the equipment.
A Standard Equinix Smart Hands™ will be completed within 24 hours after receipt at the IBX.
Expedited Equinix Smart Hands™ will be prioritized and completed as soon as reasonably possible once approved by IBX management. Additional fees may apply.
For Scheduled Equinix Smart Hands™, customer maintenance will be scheduled at your requested time based on IBX management approval. Should your time window be within the next 24 hours, additional fees may apply.
Please note that Equinix may not be able to accommodate your Expedited or Scheduled Smart Hands™ due to high work load. Should this be the case, Equinix will notify you in a timely manner.
The maintenance notification is an alert to advise you of work that will take place in the IBX. The details and impact of the work will be described in the body of the email notification. Should you require additional information, please contact the Global Service Desk.
Our Global Service Desk (GSD) is the main point of contact for reporting incidents and troubles, 24/7/365. To report an incident, please contact us:
While Verizon did certify their data centers with certain disciplines (e.g. SOC1, SOC2, or ISO 27001), the acquisition agreement did not call for the transfer of those certifications to Equinix. Equinix had no intention of continuing to operate under Verizon systems, policies, and procedures for the term of those certifications.
Equinix has engaged an independent 3rd party auditor to certify these newly acquired data centers to align with our current compliance portfolio: SOC 1, SOC 2, PCI DSS, ISO 27001, HIPAA and NIST/FISMA. Attainment of these certifications is targeted for December 2017 with artifacts available for distribution in early January 2018.
The process of implementing and adopting Equinix systems, policies, and procedures across all (29) IBX data centers is ongoing. Due to the nature of the project, we recommend scheduling an audit with your Customer Success Manager (CSM) for your applicable IBX data center if you need to be compliant between now and the end of 2017.
At this time, Equinix is preparing to review the SOC certifications in these sites. On May 1, 2017, when Equinix officially took over operation and control of these data center sites, Equinix commissioned a Type 2 SOC 1/ISAE 3402 examination and a Type 2 SOC 2 examination of our Data Center Hosting Services system.
These examinations are expected to run from May 2017 to October 2017. Final reports will be issued early next year (2018).
If you should require any additional details regarding potential SOC certifications, please consult your Equinix Customer Success Manager (CSM).