Itconic and Cloudmas Customer Resource Center

As a customer of Equinix, you will have an assigned Customer Success Manager to help you access the IBX®, guide you on how to place orders, ship your equipment to the IBX, and answer any related questions that may arise. Your Customer Success Manager will confirm order details, review IBX policies, and be your post-sales point of contact.

The Equinix Customer Portal is a web portal enabling all customers to conduct business. The portal provides four key functions:

• User Management
• Services
• Operations
• Support instruction

User and Administrator Training for the ECP is available on the Download section of this Resource Center.

On the day of integration, you will receive two emails, one with your username and one with your pin number. These will enable you to register access to the ECP.

As soon as integration is complete, you will receive two emails with your registration details.

IBX® stands for International Business Exchange, this is Equinix’s terminology for our global data centers.

If this is your first visit to the IBX, your company’s administrator should open a work visit ticket or a Security Access/Proxy ticket 24 hours in advance via the Equinix Customer Portal (ECP) https://portal.equinix.com.

Before integration, you will be contacted by Equinix Customer Care to provide you with further information regarding your CSM and how to contact them. Alternatively, once integration is complete and you have established access to the Equinix Customer Portal, you can go to the Support tab and click on My Equinix Contacts to find out who your CSM is.

Equinix Policies and Procedures may be found on the Equinix.com site HERE

A work visit ticket or a site tour ticket needs to be created for all visitors by your administrator in the Equinix Customer Portal. Unannounced visitors will not be allowed entry to site. For further information on accessing your IBX, please refer to the Accessing your IBX section in this Resource Centre. We will notify you by email when this will be available.

All inbound and outbound shipments must be scheduled 24 hours in advance using the Equinix Customer Portal. Please ensure you identify any over-sized shipments (cabinets, large crates) in your Shipping Receipt. If you require support to unload cargo and deliver to your cage, you will be invoiced accordingly as a Smart Hands ™ service.

• If a shipment is received without a ticket being opened, you will receive a notification to open a ticket within 24 hours. You will not be able to collect the shipment until a ticket has been opened.
• Your IBX will store shipments for a maximum of 5 business days. After this time, the shipment will be returned to the sender at the customer’s expense.
• Customers may use the main freight entrance during normal business hours.

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

Standard business hours for deliveries are Monday to Friday 7.30am to 4.30pm. Deliveries during non-standard business hours may be accepted but require 24 hours’ notice. Please make sure the Equinix Service Desk are aware of this when scheduling your shipment.

The Loading Dock operates during business hours only. Shipments can be delivered outside of business hours, but they will require an after-hours shipment handling ticket which will require site level approval and additional charges may apply.

A Site reference will look like this:

Site Reference:

MA1:01:000000021 Account Name: 0213

Your site reference explained

MA1 – Data Center (Madrid IBX 1)
01 - First floor
041201 – Cage number room X
Account Name – Company name
Cabinet 0213 (If shared area)

A Patch Panel reference will look like this:

Patch Panel Reference:

PP:0213:1234456

Your site reference explained

PP – Patch Panel
CP – Customer Provided Patch Panel
0213 – Cabinet the Patch Panel is located in
1234456 – Unique Patch Panel identifier #

Cross Connects are run from demarcation panel to demarcation panel via the Meet Me Room (MMR). If you require a connection to be extended to your equipment, you will need to open a Smart Hands ticket and a site technician will extend it for you.

When requesting a Cross Connect, you would be considered the A-side, and you will receive the invoice for it. The Z-side of the Cross Connect is the customer you have requested to connect to.

The turnaround time for Cross Connects is usually 24 hours provided the Intra Facility Cabling (IFC) to the MMR is already installed and as long as there is no issue with demarcation information or the LOA (Letter of Authority) provided by the carrier (there are times when the ports are occupied and this will take a little longer).

A Cross Connect ticket can be opened via the ECP which is the preferred method, or it can be opened via the ESD. The following information is required for all Cross Connect orders:

• A-side termination point (cage/ cabinet/ patch panel/ ports)
• Z-side termination point (cage/ cabinet/ patch panel/ ports)
• Technical Contact details
• Connection type and media type
• Carrier Circuit ID (if connecting to a carrier)

These changes only apply to former Itconic and Cloudmas services, and will have no impact on the way you do business and the services you receive from us outside of Spain and Portugal.