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Equipment removal from IBX®Customers are required to submit an Outbound Shipment ticket for equipment removal, which a security guard will verify before the equipment is taken.Rack and cabinet closing protocolCustomers should close and secure their racks or cabinets after use. If a rack or cabinet is found open during patrols, Equinix staff will secure it and notify the customer through their Account Manager.Space restrictions From Oct. 13, unless a space restriction has been applied via ECP, Equinix will not ask for permission to access your licensed space (cage or cabinets) for the following:Service orders and installations (e.g., cabinets, power, Smart Hands™, network services, and Equinix Cross-Connects) Routine maintenance (e.g., fire system testing or light replacements)Please open a support ticket via ECP to confirm your space access restriction requirements.For information about onboarding and Customer Support, please refer to the Customer Support section in the Customer Resour

To visit MN1, MN2, or MN3, create a Work Visit ticket in ECP prior to arrival. A ticket is required to access all Equinix IBX®s.We recommend you review our global IBX policy documentation: https://www.equinix.com/resources/product-documents/ibx-policies.To streamline the IBX check-in process and entry to your colocation space, we highly recommend you configure your IBX security profile in ECP and generate an IBX Access QR code before your visit.In the ECP mobile app you can also manage many functions including accessing your QR code.MN1 & MN2 – Check-in processAccess validation: Upon arrival, all visitors must validate their site access registration at the site entry gate. Identity verification: Customer identities are verified at both MN1 and MN2 receptions, after which a security officer provides an Equinix lanyard and a temporary access badge. Escorted access: Once identity verification is complete, visitors are escorted to their designated cage or cabinet within the facility. V

As part of the integration of TIM NextGen DC Corporation onto Equinix systems, we are aligning operational processes and systems to ensure a consistent customer experience.Below are the key changes that will occur once the integration is complete on Oct. 13, 2025.Communication channel updateDiscontinuation of Viber and WhatsAppAll customer requests will transition to Support Cases in the Equinix Customer Portal (ECP). Viber and WhatsApp will no longer be available. For additional information about ECP functionality, please review our portal documentation: https://docs.equinix.com/customer-portal/.Operational requests and services All requests listed below will transition to Equinix standard processes in ECP.To learn about Equinix requests, please visit the Equinix Product Documentation page and consult our IBX Policies.

Download the IBX Flex Seats Service Guide here: 

Download the Disaster Recovery Service Guide here:

Smart Hands®Remote Hands/Remote Eyes will be replaced by Equinix Smart Hands. Smart Hands can be requested in ECP and may vary by IBX. These services are chargeable based on the number of hours to complete the task.For information on how to order Smart Hands, visit Smart Hands - Ordering.Services that require a Smart Hands ticket:Service Delivery ReportsSelf-service reports are available in ECP; for more information, review the Service Delivery Reports documentation. If you require additional reports not available in ECP, additional charges may apply for each manual service delivery report request.Smart Hands Support PlansIf you need recurring Smart Hands activities (reports, tape changes, etc.), Equinix offers a Smart Hands Support Plan Package, which provides a specified number of hours per month at a discounted rate. For more information, review the Support Plan Packages documentation.Amenities: Sleeping quarters, manager rooms, meeting roomsEquinix standard site features include br

Changes to cross connect ordering and installationsCross connects installationAs part of our ongoing integration process, we are implementing updates to the way Equinix Cross Connects are ordered and installed. These changes are designed to align with Equinix standards and ensure a consistent experience across our global infrastructure.What is an Equinix Cross Connect?An Equinix Cross Connect is a direct, physical connection between two parties within an Equinix data center, allowing for low-latency and high-bandwidth communication. This service enables businesses to interconnect with partners, networks and cloud providers.To learn more about Equinix Cross Connect, please review the documentation.Equinix Cross Connect installation processTo ensure safety and consistency across our shared colocation spaces, all cross connect installations are handled exclusively by the Equinix Operations Team. Equinix Cross Connects can be ordered in ECP.Cabling within customer private cagesCustomers wi

Equinix enforces a strict Power allocation policy to ensure reliable colocation services and that every customer receives their contracted capacity. This policy guarantees that the Power you have been allocated is consistently available when you need it.Here is what you need to know about how Space and Power are allocated, measured and billed:Space and Power allocationBoth Space and Power are measured in kVA (kilovolt-amperes).The Space kVA reflects the infrastructure capacity allocated to your deployment.The Power kVA, also known as your draw cap, represents the maximum allowed usage included in your contract.These two values are balanced, meaning they will be identical.Please also read our Power policy (Section 4.6) for more information.Cabinet equivalents (CabE)In addition to kVA, your allocated Space is also expressed in cabinet equivalents (CabE), which indicates the physical footprint of your deployment.Power allocation: Draw capYou are not permitted to draw more Power than your

Equinix offers our standard portfolio of products and services, which will be visible in the Equinix Customer Portal (ECP). The Customer Resource Center's customer support section provides information about accessing ECP and contacting customer support.Product availability will vary by location. Product descriptions are on the Equinix Product Policies & Special Offerings page.All technical standards will be fully in place once the sites are fully integrated.All new orders will be issued using Equinix's standard Terms & Conditions unless otherwise agreed.If you need to make any changes to your installed services, please open a service request in ECP or contact your account manager.Equinix product names will show on your invoices. The table below provides an overview of some key products and services:Product pricingUnless otherwise stated in your Master Service Agreement (MSA) or pricing agreement, additional Equinix services and products will be provided at the standard Equinix

Following the acquisition of TIM NextGen DC Corporation by Equinix, the following changes will be introduced once the integration process is complete on October 13, 2025.Terms & conditions and Service Level Agreement (SLA)TIM NexGen’s current terms and conditions will change slightly. Administrative updates, such as changes to policies, Equinix contact details, invoice formats or product names may occur.Here are the SLA metrics for MN1, MN2, MN3.IBX® data centers and product policies Our global IBX data centers standards provide operational efficiency, service reliability, and enhanced security for all customers.Equinix policies will apply for site access, to open tickets for assistance, and receive support. Please refer to the Equinix IBX Policies and Equinix Product Policies for more details.Please note the following sections as part of Equinix Global IBX Policies:1.3 - Prohibited behaviour on site 2.2/4.3 - CCTV 4 - IBX space usage  4.6 - Power Polices 5 - Cabling polices 8 - Us

Following the acquisition of TIM NextGen DC Corporation by Equinix, we would like to inform you of upcoming changes to your invoicing process, effective Oct. 1, 2025. Transition to Equinix’s Computerized Accounting System (CAS) TIM NextGen DC Corporation has transitioned to Equinix’s Centralized Accounting System (CAS). Invoices and related documents are now issued via email by Equinix’s billing team and paper invoices from TIM NextGen DC will be discontinued.BIR 2307 forms should be submitted electronically via  askbilling@equinix.com Preferred payment method: bank transfers to HSBC We recommend using bank transfers to Equinix’s HSBC account. Paying by bank transfer is quicker and more secure than cheques. It also ensures that your payment is automatically matched to your invoice, with a clear audit trail available.  HSBC Bank details are available in the Customer Resource Center. Billing alignment TIM issued invoices on behalf of TIM NextGen DC Corporation up to September 2025.TIM Ne

Following the acquisition by Equinix of TIM NextGen DC Corporation data centers in the Philippines, we are notifying you of the migration of your Business Contact Information (BCI) to Equinix systems.  This migration enables us to streamline account administration and continue delivering our services, including customer support and invoicing. BCI includes contact details such as first name, last name, business phone number, business email, and business address of your employees, agents, or other authorized users who access our data centers and/or place orders. For clarity, BCI does not include any data stored or transmitted on customer servers hosted in our data centers.   As you know, Equinix’s parent company is headquartered in the United States, and as part of our global operations, BCI may be transferred within the Equinix group to support efficient contract and service management. All such transfers are conducted in accordance with applicable data protection laws and our internal

Finance and administrationFrom June 3, 2025, “TIM NextGen DC Corporation” is part of Equinix and will continue to invoice you for all charges.New Bank detailsWe kindly request that payments be made via bank transfer rather than check. Thank you for your understanding. 

TIM NextGen DC Corporation acquisition When did Equinix acquire TIM NextGen DC Corporation?Equinix announced the acquisition of TIM NextGen DC Corporation on December 23, 2024. This acquisition was part of Equinix's strategy to expand its data center footprint in Asia.Why did Total Information Management Corporation change its data center names to TIM NextGen DC Corporation?Total Information Management Corporation (TIM) has completed the sale of its data center business in Manila to Equinix. As part of this transaction, a new legal entity—TIM NextGen DC Corporation—was established to facilitate the transition to Equinix.Will my contract with TIM NextGen DC Corporation remain in place?Equinix will continue to honor your existing contract until it reaches its current contract end.If you have any questions about your contract renewal or termination date, please contact your Equinix Account Executive, who will assist you.Customer Support How do I access Customer Support once I have transit

Welcome to Equinix. We are excited to have you join us and are here to support you throughout this integration and beyond. At Equinix, customers are our priority, and we are committed to delivering a world-class customer experience.TIM NextGen integration to Equinix will be completed on Oct 13. 2025. You will then have access to the Equinix Customer Portal (ECP) and to our Customer Support team. We will notify you in advance when these resources are available. This section provides information to help you and your teams prepare for this transition.Equinix Customer Portal (ECP)Equinix Customer Portal (ECP) is our central platform for managing your services, placing orders, and opening support cases. It is a self-service tool designed to manage day-to-day operational needs:ECP allows you to:Submit and manage support cases and orders for new services Manage access requests and the order life cycle Modify account information, manage reports and view billing history Report issues and reques

Following the acquisition of BT Datacenters Ireland Limited, Equinix will conduct a site audit from November 2025 to April 2026 of all assets at the DB1 (Citywest) and DB9 (Ballycoolin) IBX® in Ireland.Audit overviewThe audit will cover all customer and Equinix-managed physical assets, including space, power, cross connects, patch panels, cabinets, and interconnections.On-site activityAs part of this audit, cabinets will be accessed to ensure all physical infrastructure is correctly identified and labelled in accordance with Equinix global standards.Our teams will apply Equinix tags where required to enable accurate asset tracking and alignment with these standards.Assets recorded and taggedDuring the audit, the following items will be recorded and tagged:Cabinets Cross connects Patch panels Optical distribution frames (ODF)Service impactNo service disruptions are expected as a result of this activity. In the unlikely event of a disruption, we will follow our incident management proces

Effective 1 January 2026, the VAT rate on power charges increased from 9% to 23%. This change ensures consistent VAT treatment across Equinix entities.Why this change is happeningIn December 2024, BT Datacentres Ireland Limited (now Equinix (DB1) Limited) joined Equinix. As part of the integration, we updated the VAT treatment for services provided to local customers to ensure consistency.What’s changingUnder European tax rules, colocation services, including power, are considered a single supply. Since 1 January 2026, all colocation services, including power, are subject to the standard VAT rate of 23%. The reduced 9% VAT rate no longer applies to any part of the colocation service.Do you need to take action?No action is required. This change is already reflected in your invoices issued from January 2026. For questions, please contact our indirect tax team at VAT@eu.equinix.com

If POs are required, they should be issued annually and include:PO number Legal entity: Equinix (DB1) Limited Total value and expiry date Description of services and product names Contact detailsExisting POs for colocation and interconnection should be reissued to Equinix (DB1) Limited.If you do not require a PO, please notify us via email at ie.integrationsupport@eu.equinix.com

Invoice frequencyColocation and interconnection services: Invoices will follow your existing billing cycle and are issued on the first day of each month or the first Monday if the 1st falls on a weekend. Usage-based services (e.g., power, bandwidth): Billed in arrears based on actual consumption.Invoice format and deliveryThe Equinix invoice format will include Equinix logo. All invoices will be delivered as PDFs via email.Payment termsCurrent payment terms remain unchanged. Service periods run from the 1st to the end of each calendar month. Late payments will trigger the Equinix collections process.For more details about collections, please contact ie.integrationsupport@eu.equinix.comPayment returnsDuring the integration, we will facilitate the following:If you paid a BT invoice to Equinix, we will refund you so you can pay BT directly. If you paid an Equinix invoice to BT, BT will refund you so you can pay Equinix directly.Product names and descriptionsExisting service and product de

To help complete your payments smoothly, we have included our bank details below. Please review the information carefully and ensure all fields are entered exactly as shown.If you need support at any stage, contact ie.integrationsupport@eu.equinix.com 

Name change and VAT numberVAT informationRead Nature of the services provided by Equinix for details on Equinix VAT policies based on the type of services provided.For detailed VAT guidance, contact VAT@eu.equinix.com

Monthly billing transitionAs part of the BT data centres acquisition in Ireland, we are aligning billing practices with global Equinix standards.Starting 1 April 2026, all customers will move to a monthly billing cycle.Invoices issued in April will be prorated to cover charges through the end of April only. If your current invoice covers multiple months (for example, April-June), it will include April charges only. From May onward, you will receive monthly invoices.Internet Connectivity services endingAs previously communicated, Internet Connectivity services will end in April. These services will only be billed through the end of April.Contact usIf you have questions or need assistance with your billing transition, please contact your account manager or email ie.integrationsupport@eu.equinix.com by 17 April 2026. More informationThe information below explains how your billing will change, based on your current billing cycle in Ireland.If you are currently billed monthly:June 2026: You

Following our acquisition of BT data centres in Ireland, BT Datacentres Ireland Limited (BTDIL) has officially changed its legal name to Equinix (DB1) Limited, now responsible for managing the Citywest (DB1) and Ballycoolin (DB9) IBX® data centres.You will find in this section information about:Legal entity name change and VAT information Billing schedule update Bank details Invoice and payment processes Purchase Order requirementsNext stepsWe will continue to share updates as the integration progresses.If you have any finance integration questions, please contact our Finance Team at ie.integrationsupport@eu.equinix.com

AccessoriesOnce integration is complete and supplier pricing is confirmed, Equinix will offer accessories, including standard cabinet components, power strips, and common materials. You can purchase these for installation into your cages or Equinix-provided cabinets.More information and supportFor general product information, visit the Equinix Product Policies & Special Offerings. Please email the Equinix team at datacentre.sales.ireland@eu.equinix.com for questions and assistance about Equinix Product and Policy changes.

Smart Hands®Smart Hands will replace Remote Hands / Remote Eyes. Services are chargeable based on the time required to complete the task.Existing entitlementWhere applicable under your contract, a monthly Smart Hands Support Plan has been added. Requests will be deducted from the plan before additional charges apply.Plans apply only to colocation services from acquired BT sites (DB1 and DB9). Each plan includes a one-month rollover and work will be deducted in 30-minute increments based on the actual time and rounded up to the nearest 30 minutes.For ordering guidance, see Smart Hands - Ordering documentation.Examples of services that require a Smart Hands order: Smart Hands Support Plan packagesFor recurring activities such as reporting and tape changes, Equinix offers Support Plan Packages that provide a set number of hours per month at a discounted rate. Refer to the Smart Hands Support Plan Packages documentation for more information.Amenities: Meeting roomsEquinix sites offer break