Verizon Customer Resource Center

Need help? Email welcome@equinix.com

Migration to Equinix Platform

IBX Operations FAQs

*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

Accessing and Working in an IBX Data Center

Where are the Equinix Global IBX Policies and Procedures located online?

Please click here to view the policies and procedures.

What are some important things I need to know about Equinix IBX access?

  • Your access permissions
    Please work with your company’s administrator to set your access permissions in our systems, or to open Work Visit tickets for you. If you are a new Administrator, contact your Customer Success Manager, or call the Global Service Desk for assistance.
  • 24/7 access
    Except in certain emergency situations, customers’ authorized representatives may access the common areas and customers' licensed space 24 hours a day, every day of the year.
  • Identification and sign-in are required
    All customers, visitors and customer contractors are required to provide a valid government-issued photo ID and sign-in with security for each visit to an Equinix data center. Visitors will then be issued an access badge.
  • Prohibited items and behaviors
    Before being granted access to the IBX, Equinix may require customers to undergo physical screening (e.g., metal detectors) to ensure prohibited items are not being brought into the IBX. Additional detail may be found in our Equinix Global IBX Policies and Procedures.
  • Emergencies
    Please follow direction from IBX Staff and Security during an emergency; access to the site may be restricted during an emergency.
  • Property control (hand-carried items)
    Equinix strives to safeguard customer equipment by logging items that are hand-carried into the site that are estimated at or over $1,000 USD. Procedures are also in place to safeguard your property when people are removing such items. For more detail see the Equinix Global IBX Policies and Procedures.

What are some key things I need to know when shipping items to an Equinix IBX?

  • Customers should pre-schedule shipments via the Equinix Customer Portal (ECP) or through the Global Service Desk (GSD). This creates a shipping ticket which helps link the shipment to a customer when it arrives at the IBX site.
  • Clearly label the shipment with customer name and identifiers so it can be matched to the shipping ticket
  • Standard business hours for shipments are 8:00 a.m. to 4:00 p.m., Monday through Friday (site local time). Deliveries during non-standard business hours may be accepted but require 24 hours’ notice. Please ensure that Equinix’s GSD is aware of this when scheduling your shipment.
  • Don't send anything combustible or hazardous
  • Shipments must be transferred to your licensed space within five days of receipt. We can help you with that. Just open an Equinix Smart Hands™ ticket via ECP or by contacting our GSD and we will move it for you.
  • If shipping internationally, be sure you or your shipping vendor has taken care of all duties, charges, fees, taxes and customs requirements.
  • The correct address format for a shipment is:
    Delivery Address
    Company Name (Your Company’s name)
    C/O Equinix
    System Name / Site Reference / IBX address

How do I find out about emergencies or other activities affecting my IBX or my licensed space?

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).

I have received an email reporting an incident occurring in a data center where my equipment is present. What should I do?

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.

Are there rules for behavior at the sites?

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.

Can anyone in an IBX take photographs? My company is pretty serious about security and wouldn't like someone photographing our space.

  • Equinix will not permit photographs that showcase any of the following:
    • Customer equipment and signage (requires screening/ blurring)
    • Equinix signage
    • Messy cabling or messy cages in the background
    • Security staff/booth/equipment
      Security staff are third-party employees—prior written approval is required from their company to showcase their employees and brand or photos of an unmanned security desk
  • Permission to film in an Equinix IBX data center needs to be obtained before any photo or video shoot takes place and needs to be submitted and countersigned by brand marketing and on file with legal.
  • An Equinix Camera Pass and Record Device Application needs to be completed onsite by the photographer.
  • If you or any other customers would like photographs of your private cage, just open an Equinix Smart Hands ticket via Equinix Customer Portal (ECP) or by contacting our Global Service Desk (GSD) and Equinix can take care of that for you.
  • No customer may install surveillance equipment that could breach your security. We understand that some customers may want to add some security measures of their own. Note that all of these measures are subject to our approval, and we will not allow a customer to install equipment with pan/tilt/zoom capabilities, a microphone, or anything that could monitor anything except the inside of that customer’s licensed space.

Can we store cardboard boxes within an IBX?

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.

We’d like to add a sign with our company name on our cage. What do we need to do?

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.

Are there requirements and policies for how we deploy our equipment?

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…

  • Use UPS systems or 48v DC rectifiers that are not provided by Equinix
  • Use VRLA (valve-regulated lead-acid) batteries or any other form of rechargeable battery unless the batteries are a manufacturer-installed and integrated part of the equipment
  • Use circuit splitters on any Equinix-provided power circuit
  • Connect a power circuit to a cabinet other than the cabinet specified by Equinix for such power circuit
  • Connect power strips or other equipment into each other to form a single long line of strips (i.e., daisy chain)
  • Use equipment that does not comply with applicable safety codes and product safety agency listings. Specifically, all Customer Equipment must be UL-listed and comply with the National Electrical Code (or equivalent thereof, outside the United States)

I'm visiting an Equinix IBX site for the first time. What do I need to do to gain access to the IBX?

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).

What is a demarcation point and patch panel?

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.

What is the difference between Standard, Expedited and Scheduled Equinix Smart Hands™?

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.

Equinix has informed me about maintenance activities that will happen in the future. Is any action required from my side?

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.

How do I report an incident at an Equinix IBX?

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:

Phone

  • U.S.: +1.866.EQUINIX (+1.866.378.4649)
  • Brazil: +55.0800.878.1202
  • Colombia: +57.01.800.518.4298

Equinix Customer Support

IBX Certifications

On May 1st, 2017 Equinix acquired 29 data centers from Verizon. What does this mean from a certification and compliance perspective?

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.

What former Verizon sites have received the System and Organization Controls (SOC) certifications?

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).

Equinix Blog

Loading

Loading...

Twitter

Share this Content

Facebook LinkedIn Google+ Twitter Addthis

Contact Us:

Reach us by Phone

Contact us by phone
Melbourne Sales: +61.3.9676.3675
Sydney Sales: +61.2.8337.2075
Support: +61.3.8820.5505

+61.2.8337.2000
Get in Touch