Improving Expedite Smart Hands Process and Flexibility
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 related to scheduling and billing that I believe could be improved. Currently, when a customer raises an Expedite Smart Hands request, the ticket goes to OPS for approval, and the customer is informed that the request will be reviewed within 2-6 hours. However, there have been instances when OPS is unable to accommodate the expedited request, and the only option they have is to ask the customer if an alternative date and time are suitable. In such cases, if the customer agrees to the rescheduled time, they are still charged the extra expedite fee, even though the request was not fulfilled as initially planned. Additionally, many tickets end up being auto-canceled if the customer doesn't make a decision, leading to frustration and the need to submit a new ticket. To enhance the customer experience and improve flexibility, I suggest providing OPS with the option to arrange a new time with the customer and "un-tick" the expedite charges on the ticket. This way, the ticket can remain active and transition to a "standard smart hand" with a new commit date that OPS can handle without the need for the customer to resubmit their request. I believe this improvement would streamline the Expedite Smart Hands process and result in greater customer satisfaction. Thank you for considering my suggestion.
Permissions to reply to other tickets
Hi, It seems only the person raising a smart hands or trouble ticket can amend that ticket. It would be extremely helpful if others with the appropriately assigned permissions would be able to reply to comments left by Equinix on these tickets. All too often the person who raised the ticket is off shift and we cannot update the ticket so end up having to email GSD to sort it. Thanks, Glenn
