Customer Support

Overview

The integration of BT data centres into the Equinix systems took place on Monday, 11 May 2026.

From this date, customers with colocation space in DB1 (Citywest) and DB9 (Ballycoolin) data centres will use the Equinix Customer Portal (ECP) and processes for support and site access.

We recommend that you familiarise yourself with ECP and complete the following actions:

• Learn about ECP and the mobile application. Videos are available for key activities you may need to perform.
• Review how to open Support Cases.
• If you are a Company Administrator who will need to request and manage data centre access requests for your team and vendors, review the different types of access and how to schedule an onsite visit.

If you do not have access, contact your organisation’s designated ECP Company Administrator.

Resources:

• ECP overview
• Managing Support Cases
• Requesting site access

About Equinix Customer Portal (ECP)

ECP is your 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 enables 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 inventory via the install base.
• Obtain status on orders, tickets and cases.
• Receive notifications of events affecting operations.

You also have access to our 24/7 Global Customer Support team.

Mobile access: ECP mobile app

Use the ECP mobile app to support onsite activities, including:

• Presenting QR codes for site entry.
• Viewing active access permissions.
• Tracking support cases and notifications.

Download the ECP mobile app:

• Apple App Store
• Google Play

Learn more: ECP Mobile – IBX Access Management

Additional resources:

Customer Resource Centre

The online Customer Resource Centre provides Ireland specific information, including:

• Customer support guidance
• Customer facing FAQs
• Operational and integration updates
• Product and policy changes
• Billing, support, and portal administration resources

DB1 and DB9 data centres access

From 11 May 2026, Equinix standard data centre access security and processes will apply at DB1 and DB9. Access is managed via ECP.

Permanent access

The Company Administrator grants ongoing access to designated individuals who will subsequently create their own security profiles.

Permanent access enables:

• Regular entry using an ECP QR code.
• Entry with an issued proximity access card after biometric enrollment.

Expect short delays before the permanent badges are issued.

Learn more: Visiting an IBX – Permanent access

First onsite visit

• Present your ECP QR code and government ID (passport or driving licence) at reception.
• Complete biometric enrolment.
• Receive a proximity access card.

Subsequent visits

• Scan your ECP QR code.
• Use your proximity card.

Temporary access

Temporary access provides time limited entry for visitors or contractors.

• Company Administrators and users submit temporary access requests (work visits) in ECP.
• Requests are valid only for the approved visit dates and times.

Temporary visitors must:

• Present a work visit (WV) QR code and a Government ID.
• Complete biometric scanner verification.
• Use a temporary access card, issued per visit.

Learn more: Visiting an IBX – Work visits and visitor access

Important reminders

• All access requests must be submitted and approved in ECP.
• Access rules apply to all Equinix data centres, including DB1 and DB9.
• Customers must comply with the Global IBX Policy on Equinix.com.