Welcome to Smart Hands for Responsible Electronic Disposal (SHRED)
SHRED - the innovative new Smart Hands capability designed to standardize e-waste disposal through a self-service online form on the Equinix Customer Portal (ECP). SHRED is set to transform how customers manage their electronic waste, offering several key benefits: Cost/process optimization through preferred global disposal suppliers and terms. Reduced manual coordination and overhead through automation and standardization. Faster revenue recognition through immediate order placement. Reduced liability through mandatory user acceptance of SHRED terms. Consistent customer experience on a global scale through a standardized fulfillment process. How SHRED Works Previously, customers needed to submit a custom order to dispose of e-waste properly. With SHRED, there's no need for quotes—the pricing, supported equipment, and deliverables are standardized. For equipment not covered by SHRED, customers can still raise custom orders following the current process. SHRED will not replace custom orders but instead make common equipment easier to process.
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, GlennImproving 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.Error During Token Creation
Amplifying this post:https://developer.equinix.com/forum/issue-creating-work-visit-request We've sent the customer toapi-experience@equinix.comas colo related APIs are involved. Hello, We are trying to automate creating work visit requests in Equinix portal using rest API's. Following the documentation , i was able to generate client creds etc and use to generate bearer token. when i used the same to submit a work visit request, i get invalid token used error. Anyone faced this ??? Any recommendations ?? Thanks in AdvanceWhat Equinix Products Are You Using? 💻
Hello everyone! At Equinix, we are proud to offer a wide range of products and services to help our customers achieve their business goals. From data centers to network solutions, cloud exchange to security services, we have a variety of offerings that can meet your needs. That's why we would love to hear from you! We would like to get an understanding of which of our products you're using and how they're helping you achieve your goals. Whether it's our: Data centers: providing secure and reliable colocation solutions Network solutions: connecting you to a global network of partners and customers Cloud exchange: giving you the ability to easily and securely connect to multiple clouds Security services: protecting your critical business assets and data Interconnection solutions: allowing you to directly connect to the people, places, and things that matter most to your business Equinix Metal: providing on-demand and scalable bare metal infrastructure solutions Network Edge: delivering secure and direct access to cloud and network providers Equinix Fabric: enabling secure, direct and low-latency connections to everywhere And many more! So, we'd like to ask you a simple question: which Equinix products are you using? And feel free to share any feedback or suggestions you have about our products and services. We value your input and are always looking for ways to improve. Let's start a conversation and help each other succeed! Best, The Equinix TeamSmart Hands 2022.5 Release
Smart Hands 2022.5 is available October 10, 2022.This release offers a new report and various enhancements related to the ordering process, flexible orders, recurring orders, and inbound shipments/RMAs. Discounted Hourly Rate for Flexible Orders When you create a Smart Hands request, you can choose from several scheduling options (Flexible, Standard, Expedited, etc.). With this release, the Flexible option is now offered to you at a discounted hourly rate – making this your most economical option. Flexible scheduling allows the work to be completed any time before a specified date. For example, if you submit the Flexible order on the 1st of the month, and you specify a completion date of the 10th, the work may be completed anytime between the 1st and the 10th. Flexible scheduling is recommended for low- or medium-priority requests. Inbound Shipments: Shipping Manifest/Bill of Materials When you create an Inbound Shipment request, a new option is available forEquinix to Scan and Send Shipment Manifest/Bill of Materials. With this option enabled, the manifest/BOM is scanned and sent to you electronically when the shipment is received. Enhancements for Recurring Orders With this release of Smart Hands, it’s easier to find your recurring orders, and easier to see the relationships between the parent orders and the child orders. Enhancements to the Orders and Tickets History Screen Recurring orders are now more easily identifiable. A newRecurringtab allows you to see all your open parent orders. You can also use the filtering options to refine the list by status, location, and/or creation date. Clicking a parent order takes you to the Activity Timeline of the parent. Enhancements to the Activity Timeline/Service Details Tabs The Activity Timeline of the parent order shows the 5 most recent child orders associated with it, with a link to each of those orders. The Service Details tab shows the Recurrence Details for the parent order. A newAll Recurring Orderstab shows all child orders associated with the parent order (for the last 12 months). It shows whether each child order is open or closed. You can filter this list by date and/or status. The Activity Timeline for each child order provides a link to its parent order, and another link to view all its sibling orders. New Report: Smart Hands Charges and Labor A new self-service report is available in the Reports Center –Smart Hands Charges and Labor. It shows details about all your billed Smart Hands charges for a selected time period. You can view up to 12 months of charges in this report. You can configure the report to run once, or on a recurring basis. Easier Process for Return Material Authorizations (RMA) Handling of an RMA (as part of an equipment replacement) is now a simpler, more straightforward process. Your inbound equipment and associated packaging will be held in the IBX’s intake area until the time of installation. After installation, the packaging will be re-used to return the old equipment. An RMA request will generally consist of 3 parts: AnInbound Shipmentorder AMove/Replace Equipment/RMAorder AnOutbound Shipmentorder You can submit all 3 orders together via theMove/Replace Equipment/RMAorder form. The new process allows for better tracking of RMA requests. It also ensures compliance with our Flammable Material Removal Policy, by preventing cardboard from entering the colocation floor. Save Your Order Contact Preferences When you create a Smart Hands order, you must select a Technical Contact, and you must specify when Equinix is permitted to call them (such as only during the IBX's business hours, or only during the Technical Contact’s business hours). With the 2022.5 release, each user can now save their contact preferences in their user profile. Now when you’re selected as a Technical Contact for a new order, your time zone and calling preferences are automatically populated in the order. Expanded Availability of Smart Hands Video Feature Smart Hands Video is a limited-release feature. Via Zoom video conferencing, this feature allows you to collaborate with the technician when they're working on your order in your private cage or non-colo area. With the 2022.5 release, Smart Hands Video is available in these additional IBXs: CH1, MI1, ML2, ML3, ML5, NY2, SH6, SK1, SY4, SY5, SY6, TR2. Learn more about Smart Hands onDocsandReadiness!
Did you know? You can now order Smart Hands online in the Equinix Customer Portal (ECP)
Did you know? You can now order Smart Hands online in the Equinix Customer Portal (ECP). Therefore, you no longer need to contact your Customer Success Manager or the Global Service Desk Ordering Smart Hands Online Log in toECP SelectOrders & Ticketsand thenSmart Hands Choose the type of request from the Smart Hands Catalog, complete the required fields, and submit your order You can bundle multiple requests into a single order, select your scheduling options, and place Large Smart Hands Orders for 24-200 cables or equipment builds of 100-500 RUs. In addition, you can now request the technician message you while they are working on your Smart Hands ticket. Resources Smart Hands Ordering Check out the newECP Video Libraryfor tips and tricks on getting the most out of ECP. Thank you, Equinix Digital Experience Team
