I am an Equinix customer who has experienced the Expedite Smart Hands service on several occasions. While I appreciate the overall service and response times, I have encountered some challenges relat...
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Thank you for sharing your concerns and providing valuable feedback on the Expedite Smart Hands service. We appreciate your input, and we're always striving to improve our customer experience.
We are pleased to inform you that we have implemented your suggested feature to enhance the flexibility of the Smart Hands service. A new checkbox has been added to the order form: "Convert to a standard Smart Hands if requested expedite time is not available". This will ensure that your ticket remains active and transitions to a standard Smart Hands request if the expedited time cannot be accommodated and we don't receive a response for the proposed alternative date/time.
Regarding the issue of the Expedite Charge, we are aware of the problem and have a roadmap item planned to address it. Our team is working diligently to develop a solution that will fix the expedite charge issues and further enhance the customer experience.
We appreciate your feedback, as it helps us continually improve our services. Should you have any further questions or concerns, please do not hesitate to reach out to us.