Verizon Customer Resource Center

To make this transition as smooth as possible for our customers, the Equinix account team providing support in these IBX data centers will remain the same.

Your CSM will be your Equinix advocate, post-sales point of contact, and will guide you on a wide array of inquiries including, but not limited to:

• Adding services to existing footprints
• Upgrades
• De-installs of space or power
• Terminations
• Cage reconfigurations/mergers
• Escalations
• Install base or asset validations
• Tours and audits

An onboarding session is an orientation to Equinix's services, policies, procedures and the Equinix Customer Portal (ECP). A member of our Customer Care team will contact you several weeks prior to the migration to schedule an onboarding session. This will help you better understand how to more effectively engage and interact with Equinix. If you have not heard from the Customer Care team, regarding an onboarding session, please contact the Global Service Desk (GSD) who can assist.

ECP is our web portal that enables customers to engage with Equinix and conduct business online. The portal provides four key functions:

• User management and permissions
• Order products and submit tickets
• Account information, invoices and reporting
• Support topics and video library

During your onboarding session, this will be reviewed in greater detail. Please visit ECP Preview for an overview or view the New Administrator Training or New User Training videos at any time to get more familiar with the portal.

Your registered Administrators will be able to create a profile for you on the Equinix Customer Portal and can allocate access, ordering and viewing permissions accordingly. Alternatively, your administrator can contact the Global Service Desk (GSD) to create a profile and access for you.

You should have received a registration email the day before your Equinix migration, either August 14, 2017 (first-migration-phase) or October 9, 2017 (second-migration-phase). You will then be able to register on the day of migration and have access to ECP. Please contact our Global Service Desk (GSD) for 24/7/365 support, if you did not receive a registration email.

Your current Administrators should have the role of ECP Administrator and all other users will be registered as standard ECP users. All standard ECP users and Administrators will receive a user name via email and will be prompted to create a password, 4-digit PIN and security questions for the Equinix Customer Portal.

You should have received an email with your registration details the day before your Equinix migration ( either August 14, 2017 or October 9, 2017). Please contact our Global Service Desk (GSD) if you did not receive this registration email.

Access Control Lists are known as “user profiles and permissions” on ECP. ECP Administrators are able to manage user profiles and permissions directly on ECP.

ECP functionality includes the following capabilities:

• Manage user permissions and profiles
• View monthly invoices
• Order cross connects, intra-facility cables (IFCs), and Equinix Smart Hands services
• Open trouble tickets and schedule services such as shipments and work visits
• View Install Base assets

All space, cage and power services are available for ordering, including Equinix Smart Hands, shipments and work visits.

Global Service Desk / Equinix Customer Portal:
Trouble tickets, Equinix Smart Hands, shipments, IBX access, tours

Sales Account Executive:
New space or cages, new network services, renewals

Sales Engineer:
Custom orders, Equinix Infrastructure Services, cable runs, large number of ladder racks or fiber trays

Customer Success Manager:
Add cabs or power to your existing footprint, terminations, Install Base validation, escalation support, tours, audit requests

Customer Project Manager:
Manage projects, migrations or hot-cuts, cross connects, intra-facility cables (IFCs)

Billing Analyst:
Billing questions, invoice preferences

Please contact your Sales Account Executive for new service, expansion inquiries or to renew your services.

Please contact your Sales Account Executive and Customer Success Manager with any questions about pricing.

To leave general feedback regarding your Equinix service, please go to: https://www.customersat3.com/csc/equinix.

Alternatively, for feedback or help regarding real-time issues, please contact your Customer Success Manager or our Global Service Desk, 24/7/365, by phone or email.

On the Equinix Customer Portal (ECP), download your Install Base Report of your colocation assets. For instructions on how to obtain this report, please see this how-to video: Install Base Report.

In the Install Base Report, your colocation assets are sorted in different tabs by product type: cage, cabinet, power, patch panel, cross connects, etc. Verizon references will be listed in the Legacy reference column.

Your existing Customer Project Manager (formerly known as your Implementation Manager) and data center operations teams will continue to manage your project requests through to completion. Please contact your CPM with any questions. If you don't know who your CPM is, send a request to support@equinix.com.

The Global Service Desk is your 24/7/365 support for all customer requests and incidents occurring within our IBX data centers. Contact details are available here.

The GSD can assist you with placing tickets for:

• Trouble requests – if you are experiencing any issues with your colocation services
• Equinix Smart Hands – if you need our technicians’ help with an on-site task at your data center
• Shipping requests to your data center
• Getting access to your data center

The Global Service Desk is open 24 hours a day, 7 days a week, 365 days a year.

Please contact the GSD 24/7/365 by phone or via the Equinix Customer Portal.

Please contact the main Administrator of your organization. If you don’t know who that is, contact the GSD and they can assist you with reaching out to one of your company Administrators.

The 4-digit PIN enables the Global Service Desk (GSD) to authenticate customers via telephone. Once authenticated, contacts will be able to request updates on open orders or service requests and can request to speak directly with IBX technicians working on issues.

Should you feel the original request is now more urgent, in lieu of an e-mail, please call us using one of the telephone numbers listed below. Choose your preferred language.

Please submit a trouble ticket on the Equinix Customer Portal (ECP), or contact the Global Service Desk (GSD).

From time to time, you can expect to receive notifications from some of our operations teams:

• Equinix Operations Center (EOC): data center events, incidents and outages that may affect you
• Network Operations Center (NOC): network events, incidents and outages that may affect you
• Automated system notifications: order acknowledgements, request for information, various approvals (expedites, change requests, post-initial install, etc.) and completion and closure notices