Support Center (Beta) Navigation¶

The new Support Center (Beta) makes it easy to create, track, and manage your organization’s Metal support cases. You can access the Support Center (Beta) experience from your Equinix Metal Console, or by logging into the Support Center directly using your Equinix Metal Console credentials.

To experience the new Support Center (Beta) from the Equinix Metal Console, do the following:

1. Log in to the Metal Console using your Equinix Metal Console credentials.
2. Click Support in the upper-right corner.
3. Click Try it out. The Equinix SSO authentication screen displays in a new tab.
4. Click the Sign In with SSO button. You are redirected to the new Support Center.

Note: No additional login is required because you are logging in through the Metal console. To return to your Metal console, return to the tab where you are logged in to the Metal console.

To experience the new Support Center (Beta) while you are NOT logged in through the Metal Console, do the following:

1. Open a browser window and go to Support Center.
2. The Equinix SSO authentication screen displays. Click the Sign In with SSO button.
3. Enter your Metal username and password credentials and click Sign In to login to the Support Center.

To return to your Metal console, open a browser window and go to Equinix Metal Console.

Important Notes:

• The Support Center is a Beta feature intended for evaluation and testing. The Support Center (Beta) is still under development; features and functions are subject to change, and there might be updates that are not immediately reflected in this documentation.
• The Support Center (Beta) currently only supports the creation of Equinix Metal support cases. To create cases for non-Metal Equinix products, continue to use the Equinix Customer Portal (ECP). After you create your non-Metal support case at the ECP, you can view and manage the case from the Support Center.
• If you are NOT a Beta participant and would like to be, or one of the Organizations you manage is not available to you in the Beta, you can request access.
• Report issues and leave feedback on your Support Center (Beta) experience through the Feedback form.

Support Case Management¶

From the Support Case Management homepage, use the left navigation menu to create and manage your organization’s support cases, view Product Documentation, and view the Equinix service availability status page.

Select from the following options for self-service and support:

• Open a Support Case
• Case Management
• Product Documentation
• Equinix Status

Case filtering¶

To filter your cases, select from the following options:

• Action Required: Use this filter to display all the cases which are waiting for response or require an action from you.
• Open: Use this filter to display all the open cases for the organizations you are associated with.
• Closed: Use this filter to display all the closed cases for the organizations you are associated with.
• All: Use this filter to display all cases for the organizations you are associated with.
• Show only my tickets: Check this box to display only the cases you originated within your organizations.

You can also search by case number or requestor, filter by organization using a drop-down, and refine your results by date. Click Reset Filter to return you to the All cases view.

To view the case history and detail of any case, click the case number in the Case Number column.