Knowledge Base Article
Frequently Asked Questions
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 transitioned to Equinix?
For timely and effective assistance, we kindly ask that you direct any future inquiries through our official support channels. You can access support via the following options:
- ECP: Access self-service options, initiate a live chat or raise a support case directly through the portal.
- Equinix website: Get direct access to various Customer Support channels, including web chat and phone support.
- Customer Resource Center: Browse product documentation and helpful resources.
What is ECP?
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 request assistance
- Access the knowledge base and asset information via the install base
- Obtain status on orders, tickets and cases
- Receive notifications of events affecting operations
You will also have access to our 24/7 Global Customer Support team.
Explore ECP documentation and how-to videos to learn more.
How do I obtain a user ID and password to access ECP?
Your organization’s Company Administrator manages access to ECP. If you need access, please contact them directly.
You can also:
- Reset your password or retrieve your username via ECP login page.
- Use the Support Center Page for live chat and phone support.
What should I do if I encounter issues logging into ECP?
Customers can use the Support Center Page, which has chat and phone numbers, but they can also reset their passwords and retrieve their usernames from the main login page of ECP.
Can multiple users from my organization access ECP simultaneously?
Yes, ECP supports multiple users from the same organization simultaneously.
How do I update my user profile in ECP?
Visit our User Settings in ECP guide to update your profile.
Can I access ECP from my mobile device?
Yes. You can download ECP app from:
Which browsers are supported for accessing ECP?
ECP is designed to work with standards-compliant browsers such as:
- Google Chrome
- Microsoft Edge
- Mozilla Firefox
- Safari (for macOS and iOS users)
How can I escalate an issue if I am not satisfied with the initial support response?
Visit ECP’s Support Center to get the resources you require.
Can I generate reports in ECP?
To learn about how to generate reports, visit ECP’s Report Center documentation.
Can I track the status of my service requests in ECP?
Yes, service requests can be tracked on ECP via notifications or in the Support Center.
What resources are available for training on using ECP?
There is a knowledge base in ECP.
What should I do if I need help navigating ECP?
Please visit ECP documentation page.
Who is my Account Executive?
Your Account Executive is your main point of contact at Equinix. You can find their name and contact details in ECP under “My Equinix Contacts”.
Equinix data centers
What is an IBX®?
IBX stands for International Business Exchange™. It is a term Equinix uses to refer to our data center facilities. An IBX is a highly secure and reliable facility that provides a physical location for businesses to collaborate on their IT infrastructure, connect to various network service providers, and interconnect with other companies within the data center ecosystem. IBX data centers are strategically located in major metropolitan areas worldwide to facilitate low-latency and high-performance connectivity.
How do I access an IBX?
Access procedures for Manila data centers (MN1, MN2, MN3) are available in the Customer Resource Center under the IBX Operational Changes section.
What is the process for accessing my equipment in an IBX?
You’ll need to submit an access request via ECP. Your Company Administrator can assist with permissions and approvals.
What should I do if I experience issues with my services in an IBX?
Please report any service-related issues through ECP. Our Global Support team is available 24/7 to assist you.
What security measures are in place at Equinix IBX data centers?
Equinix IBX facilities are equipped with:
- Multi-layered physical security
- Biometric access controls
- 24/7 surveillance and monitoring
- Strict visitor protocols
How can I request additional resources or services in an IBX?
Submit your request via ECP. You can order new services, modify existing setups, or request support.
What should I do if I need to change my colocation setup in an IBX?
Changes to your setup, such as rack relocations or power adjustments, should be requested through ECP. Your Account Executive can guide you through the process.
How can I monitor the status of my equipment in an IBX?
You can view asset details and monitor equipment status via the Install Base section in ECP.
What are the procedures for emergency situations in an IBX?
Equinix follows strict protocols for emergency response, including:
- Immediate notification to affected customers
- Coordination with local authorities
- Real-time updates via ECP and email
For urgent issues, contact our support team directly through the Customer Support page.
