Technical Support Services
We are #1 in Technical Support Services
Equinix is focused on providing superior customer and technical service. We offer remote TechSmart®, our remote technical support, to deploy, maintain and troubleshoot our customers' equipment. Our highly skilled site managers and technicians earn some of the industry's highest customer service ratings.
Our technical support services help you improve the performance of your IT investments:
- Maintain your equipment without the time and expense of site visits
- Quickly restore service in the event of an outage to reduce downtime and business impact
- Accelerate infrastructure deployments by having us stage, install, configure and test equipment in multiple sites across our network
- Outsource routine maintenance and service to focus technical resources on business growth
Remote Technical Support: TechSmart
Equinix's TechSmart® remote technical support service provides a reliable 24 x 7 resource for your technical support needs. Equinix received, tracked and completed more than 18,000 TechSmart® remote technical support requests in 2008. You can choose to participate in the TechSmart Service Plan, or simply pay as you go.
TechSmart® offers prescheduled technical support services as well as a rapid response service.
|
Prescheduled Technical Support Services |
Rapid Response Technical Support Service |
Securing cabling to connections |
Pushing a button or switching a toggle |
Support of planned routine maintenance |
Setting a dip switch |
Tape swap (pre-labeled, 1 change per ticket) |
Power cycling (turning on and off) equipment |
Cable organization, cross connect inventory and labeling |
Observing, describing or reporting on indicator lights or display information on machines or consoles |
Modifying basic cable layout |
Basic observation and reporting on local environment |
Equipment inventory and labeling |
Running single, built in diagnostics |
Installation of previously received equipment in existing rack space |
Typing commands on a keyboard console |
Replacing hardware components with spares or upgrades |
Circuit testing |
Adding memory |
Removing, replacing and re-seating components |
Upgrading drive capacity by installation of new or additional disk drives |
Fault finding activities |
Circuit turn-up |
Setting and resetting switches |
Routine diagnostics to systems at scheduled times or as required |
Providing "remote hands" for other service-affecting issues as required |
TechSmart Options
Customers can increase the value of their technical support spend with a TechSmart® service plan. The plan rate includes a nominal monthly fee, and reduced hourly rates based on total hours used in a month. By purchasing a plan, customers also receive 2 free hours of "anytime" technical support service each month, as well as a strong response time service level agreement.
- TechSmart® Service Plan for a minimal monthly fee, which includes two free hours of TechSmart® services per month, enhanced emergency response, and reduced hourly rates; or
- Standard TechSmart® service hourly rates.
Network Timing Service: Stratum 1 Timing
Equinix offers a triple redundant timing reference source providing solutions for use with T1 Synchronization, Network Timing Protocol or Irig-B. Save on equipment costs, installation times and maintenance of your network timing reference by using our in site Stratum 1 source.
- Stratum 1 Clocking product features a primary source via Global Positioning System (GPS) and redundant backup via a separate CDMA antenna/receiver.
- In the event both feeds fail, the Equinix standard timing system maintains precision clocking performance for up to 45 days.
- A single feed to the customer from the Equinix site clocking rack, typically installed in the Meet-Me-Room.
- Available second line with redundant signal.