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.Upcoming Price Adjustments - Cross Connects
Hi Community - Just wanted to share a copy of this announcement incase you missed it. Deutsch (German)•Español (Spanish - Latin America)•Español (Spanish - Spain)•Français (French - Canada) •Français (French - France)•Italiano (Italian)•Polszcyzna (Polish)•Português (Portuguese - Brazil)•Português (Portuguese - Portugal)•Türkçe (Turkish)•български (Bulgarian)•日本語 (Japanese)•中文 (Chinese Simplified)•한국어 (Korean) Due to global macroeconomic conditions, including rising energy, construction, and labor costs, we are increasing rates for Cross Connects. This adjustment ensures that we can continue to invest in the digital infrastructure and ecosystems that you depend on for your business. Cross Connects Effective 1 August 2022, standard pricing for new Cross Connects will increase. Price adjustments for new Cross Connects vary by media type and country. Existing Cross Connects are not impacted; new rates will apply to new Cross Connects orders placed on or after 1 August 2022. Cross Connects orders placed prior to 1 August 2022 will be charged the current rate, even if the order is fulfilled after 1 August 2022. If you have questions or would like to review your options, please contact your account manager. Thank you, Equinix Product Management The world's digital infrastructure company
