Customer Interface Support (Network)

Please use the following information for guidance on Equinix Global Service Desk (GSD) contacts and Service Level Agreements (SLAs).

*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 1,800+ available networks.

What is the Equinix support process?

The Global Service Desk (GSD) is the initial point of contact for customer service issues.

For urgent Equinix support issues, customers should call the GSD and the GSD will open a ticket and route it to the appropriate Equinix International Business Exchange™ (IBX®)* data center, Network Operations Center (NOC) or system support team.


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

  Equinix Customer Support

What are ticket priorities, ticket severity definitions and SLA response times?

The list below provides the trouble ticket priorities, ticket severity definitions and SLA response time.

S1 (High urgency)

Equinix will contact within 30 minutes

  • Critical business-impacting issues
  • Network outages that affect a large number of users and customers
  • Onboarding is impacted

S2 (Medium urgency)

Equinix will contact within 1 to 2 hours

  • Major business-impacting issues
  • Network outages resulting in degraded networks that affect some applications

S3 (Low urgency)

Equinix will contact (or perform the work) within 24 hours

  • Minor business-impacting issues
  • Network issues that are intermittent

The list below provides some typical examples of customer issues that can be referenced while creating a ticket for escalations.

S1 (High urgency)

  • Production service is down or severely degraded without redundancy
  • Port activation during onboarding
  • Complete application is down
  • Issues with significant revenue or business impact

S2 (Medium urgency)

  • Port flapping
  • Minor, unexpected packet loss or latency
  • Application level issues on specific VLANs

S3 (Low urgency)

  • Traffic alarms
  • Feature enhancement requests
  • Incidents created for internal monitoring alerts