Improving 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.
User created port labels
The ability to create user generated port labels would be amazing. This way I can more easily determine which one goes to which datacenter on our side. You can leave the current label in the port properties so it can be referred to when putting a ticket in, but the current naming convention is difficult to correlate which port is for which of our circuits going to which datacenter. Thanks!
Tweaks to new Space Restrictions
Great to have this in the portal now. Couple of suggestions to improve it: We need multiple time windows so we can restrict access at different times at the weekend. Right now, every day has to be set the same: 2. Allow us to type the time in. Scrolling through every minute of the day is painfully slow. Thanks!
