Superior in Customer Service
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The former Switch and Data, now Equinix provides superior customer service and technical support. Service is giving our customers the freedom to design and configure their own space in our sites. Service means offering remote technical support to deploy, maintain and troubleshoot our customers' equipment. Service is also implementing our standard processes and procedures across all our sites, run by site managers who care enough to earn some of the industry's highest customer service ratings.
Switch and Data lets our customers choose the way they want to deploy infrastructure in our sites. Choices include cage space or full and half cabinets plus access to roof space to deploy communications transmission equipment. Customers use our TechSmart® remote hands service, available in every one of our 34 of our sites, to install and maintain their infrastructure. Switch and Data operates SAS 70 Type II certified uniform processes and procedures across the company. These include security and alarm monitoring, scheduled infrastructure testing, fast incident response and proactive customer communication.
Here are some the ways companies leverage our customer and technical support services to improve their businesses:
- Application Service Providers: Every Switch and Data site offers highly trained TechSmart® remote support technicians to stage, install, interconnect and power up customer equipment. Customers that operate bandwidth intensive websites for social networking or rich digital content can be unsure of the popularity of a new release. Failure to scale quickly can result in a poor user experience and lost revenue. Our ASP customers use our TechSmart® services to rapidly expand their infrastructure in multiple sites to scale for the rapid adoption of their new services.
- Managed Service Providers: MSPs often operate in highly competitive markets and view customer acquisition and retention as key to their success. By leveraging the skills of Switch and Data's team, MSPs are able to focus their IT teams' time higher up the service stack, serving customers and developing new offerings to keep them satisfied and loyal. Switch and Data customers average about 200 cross connects each, and some of our customers have thousands across multiple sites. These customers rely on our technicians, processes and systems to rapidly configure multiple cross connections across numerous sites and maintain an accurate inventory of work orders and assets in our sites to keep their networks functioning smoothly.
- Network Service Providers: The custom configuration options available in Switch and Data's sites makes us a logical choice for service providers looking deploy specialized network and services across our footprint. For example, a leading satellite television network deployed specialized broadcast equipment on the roofs of our data centers across the U.S. to support the aggregation and distribution of localized content to its subscribers. Using Switch and Data as a single provider in multiple markets allowed a rapid rollout of the infrastructure and a rapid time to revenue for the new service.
Here are a few facts about Switch and Data's commitment to customer service:
- SAS 70 Type II certified standard controls and processes
- TechSmart® remote hands service available in our sites
- A reputation for world-class customer service and technical support
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"I have done dozens of installs around the country over the past few years and … last night was by far my best experience ever. Thanks for the excellent service."
- Andrew E. Shappell
Time Warner Cable |
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Our customers and the industry acknowledge our commitment to provide superior service.
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