Our Customer Service and Support Specialists Perform to the Highest Standards
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We strive to give our customers the best support and service in the industry, and we check our results each year with an independent study.
Equinix supports its customers with specialized resources for:
Sales
- Account managers are your primary contact for all your commercial needs
- Customer Solutions Engineers (CSEs) expertly engineer your space, power, cooling and interconnection
Installation and Support
- Sales support teams manage and track your installations and service orders
- Customer service support center provides 24/7 coverage for your maintenance and trouble ticket requirements
Site Security and Support
- Site technicians install and troubleshoot your solution, provision power and interconnection
- Security operations center is your 24/7 interface for security and building access
Equinix has developed a sophisticated operations system with central command and control of standard processes and procedures for physical security, environmental security, and operations and controls across the company. Equinix's standard procedures were certified SAS 70 compliant in 2006 and give customers maximum uptime, performance and security. Equinix provides a standard 99.999% service level agreement for facility uptime.
Metrics for our 2009 processes and procedures were:
Security
- 24/7 monitoring of more than 1,100 cameras in our sites
Environmental Controls
- 24/7 monitoring of more than 3,700 alarm points in our sites
Maintenance and Testing
- Over 2,000 scheduled maintenance actions were completed for our UPS, generator, power distribution, DC plant, cooling, and fire suppression equipment in 2009
Customer Installs and Work Orders
- More than 6,000 customer installs, work orders and trouble tickets tracked and completed in 2009
- Over 24,000 TechSmart® remote technical support requests received and tracked in 2009