Creating a Support Case¶

There are four ways a Metal user can create a case and engage the Support Team:

• The new Support Center (Beta): Use the Support Center to log complex issues related to troubleshooting and repeat engagement with the Support Team.

• The Support Form (inside the Metal Console): Use the open form to document your issue in detail and send it to the Support team. Note: If you want to add collaborator users to the form, use the form in the Support Center. The form in the Metal console does NOT allow for collaborator users to be added.

• Live Chat (available in the Metal Console): Use the Live Chat forum for issues that can be quickly resolved by the Support Team.

• Email support@equinixmetal.com: Use email to contact Support for any issues, create new Support cases, or manage existing Support cases.

Note: The following steps currently apply only to Metal users logging a support case though the new Support Center (Beta). Network Edge and Fabric users must continue to create and manage Support cases through the NE/Fabric portal. Current Equinix Support Portal users must continue to create and Manage Support Cases through the ECP.

To open a support case from the new Support Center (Beta), do the following:

1. Click Open a Support Case from the left navigation menu or click the +Open Support Case button.

2. In the Create New Case window, use the drop-down menu to select the required case details for each area:

   • Product or Service
   • Urgency
   • Organization

3. Enter the Project name affected (if relevant, optional).

4. Enter the Device affected (if relevant, optional).

5. Enter a Subject for your support case. The subject should include a short summary of the problem, error number, or error message.

6. Enter a description of the problem. This can include any actions you took directly before the problem occurred, any error messages you received in detail, and any troubleshooting steps you may have already performed. The maximum character limit is 4,000 characters.

7. Upload any relevant screenshots or files that can assist Support in understanding your issue. Browse for files or drag and drop your files into the upload window. The maximum file size supported is 2MB. To remove an uploaded file, click the X beside that file in the uploaded files display.

8. Add other members of your organization so they can collaborate, monitor, and track support case statuses. Adding users is optional. You can add up to four additional users to any case. Use the Search field to find users by name and click, Add.

9. Click Submit Request. If you do not want to want to create the support case at this time, click Cancel.

Once your support case has been created, the case number displays in your dashboard as a notification.