General Product Name and Description Changes
We will be making some changes to the product names and services you currently receive.
The Equinix acquisition of Itconic and Cloudmas in Spain and Portugal strengthens our provision of interconnection and premium colocation services to our customers. We will be harmonising our products and policies to offer a consistent customer experience, regardless of which Equinix IBX® you have chosen. Our primary objective is to make it easier for you to do business with Equinix globally. Product names and descriptions have therefore been changed in order to be consistent with Equinix and our Global Product Catalog.
New product descriptions will appear on future quotes, order documents and invoices. The following information will help you understand these changes and explain how we will implement them.
If you have any questions regarding these changes, please do not hesitate to contact our product integration team on ES.PRODUCTsupport@eu.equinix.com (Spain) or on PT.PRODUCTsupport@eu.equinix.com (Portugal).
What is changing?
Once the integration of Itconic’s systems onto the Equinix Customer One (ECO) platform is complete, customers can expect to see the following changes in their invoices and communications they receive from Equinix:
Equinix invoices for Power using kVA
In order to ensure consistency across Equinix systems, your kW based power will be translated to a power draw cap (“Draw Cap”) in kVA using an assumed power factor of 0.9. This means that for every 1 kW of power in your flat rate product you will be allocated a draw cap of 1.1 kVA. For example, if you currently have 15kW of flat rate power you will be allocated a draw cap of 16.5kVA. Your monthly recurring charges will remain unchanged.
Upon integration, your flat rate power consumption will be migrated into the Equinix “kVA Based Power” family of products. This provides a fixed monthly cost for the power used in your cage or cabinet. kVA Based Power includes a Draw Cap which is the maximum load that you can draw at one time across all of your installed equipment.
Your metered power consumption will be migrated into the Equinix “Metered Power with kVA Based Draw Cap” family of products. Just like the metered power product you enjoyed with Itconic, this product provides for a fixed monthly cost for space and power availability, but with a variable cost for power usage based upon your measured power consumption.
As with kVA Power, the Equinix metered power products include a Draw Cap which is the maximum load that you can draw at one time across all of your installed equipment. In order to ensure consistency across Equinix systems, your kW based power will be translated to a Draw Cap in kVA using an assumed power factor of 0.9. This means that for every 1 kW of power in your flat rate product you will be allocated a draw cap of 1.1 kVA. For example, if you currently have 15kW of flat rate power you will be allocated a draw cap of 16.5kVA.
For the avoidance of doubt, power consumption will continue to be measured in kWh and will be charged at the agreed rate. Your fixed monthly recurring charges will remain unchanged.
Equinix Customer Support – Trouble Tickets & Smart Hands ™
Equinix Smart Hands will replace the Remote Hands Service you currently receive. Smart Hands will provide the same access to the same services, with the same support technicians and we will be supporting this through the Equinix Global Service Desk (GSD). This enables us to provide support 24 hours per day, 7 days per week, 365 days a year. We will migrate your support pack onto the Equinix systems and you will be able to purchase additional hours as needed.
We have 2 types of service requests:
Trouble Tickets – these are for service impacting incidents and go directly to the IBX teams, ensuring that the requests are prioritised. The expected response time for Trouble Tickets is 30 minutes.
Smart Hands – these are for non-service impacting incidents and have an expected response time of 24 hours. Please be aware, customers can request an expedite or a specific time during the 24-hour window which subject to availability would be accommodated at the IBX team’s discretion. The IBX team may also propose an alternative time if the time requested by the customer is not available.
Aligning to the Equinix Global Catalog – product name and description changes
The following table outlines the changes in product names and services you will see after the integration is complete:
When will these changes come into effect?
The changes described in this notification are scheduled to take effect upon the completion of the integration of Itconic’s systems onto the Equinix Customer One (ECO) platform.
Thank you for your attention.