Itconic and Cloudmas Customer Resource Center

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Customer Care

Customer Care Information
Customer Support FAQs
Service Desk FAQs
Cage and Cabinet FAQs

Finance & Operations

Invoice Information
Invoicing FAQ's
Invoice Format
Bank Detail Changes

Frequently Asked Questions

Disclaimer: The information provided below is intended for customers in Spain and Portugal who are part of the Itconic acquisition by Equinix. Customers who had special arrangements with Itconic and only applicable for SPAIN, for example, Spanish Government customers or Cloudmas customers, please contact our Integration team at ES.FINOPScustomersupport@eu.equinix.com (Spain) and PT.FINOPScustomersupport@eu.equinix.com (Portugal), to confirm these are relevant to you.

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What happens if I am currently invoiced quarterly, and when is this going to change?

At Equinix, we invoice monthly; therefore, once the integration of Itconic systems onto the Equinix Customer One (ECO) platform is complete, we will align your invoicing frequency to monthly. We will contact you in mid-September to confirm when we expect the integration to be complete. At this time, we will also confirm when you can expect to receive your first invoice from the ECO platform.

How does the alignment of the invoice period and service period start date affect us?

For recurring charges, the alignment of the invoice period and service period means you will no longer be invoiced the month before or after the service period starts. Once the integration is complete, you will be invoiced on the day the service period starts. Please see the example in the table below:
For illustration purposes only

Scenario for Recurring Services	Service Period Covered	Current Invoice Issued on	Future Invoice Issued on
Invoiced one month in advance	From 01/08 to 31/08/18	01/07/18	01/08/18
Invoiced in arrears	From 01/08 to 31/08/18	01/09/18	01/08/18

For non-recurring charges you will be invoiced in arrears. For example, you will receive an invoice on or before 15 November for the service period 1 to 31 October. Please see example below:

Scenario for Non-Recurring Services	Service Period Covered	Future Invoice Issued on
Non-recurring services	From 01/10 to 31/10/18	15/11/18

How will having two invoicing cycles a month affect us?

The Equinix invoicing system is fully automated. This means you will receive your invoices usually around the same day of each month.

If your orders consist of recurring and non-recurring charges, you will receive a minimum of two invoices per month.
If your orders consist of non-recurring charges only, you will receive a minimum of one invoice per month.
If you have any specific requirements to how your invoices should be grouped, you may receive more than one or two invoices.

My services period for recurring and non-recurring services starts mid-month, when will I receive the invoice?

If your service period for recurring and non-recurring services starts mid-month, we will align your services period to start from the first day to the last day of the month. This alignment will take effect once the integration is complete.

To ensure we can align to this invoicing frequency, we may issue an additional invoice/credit to you prior to the date of final integration.

For example: if your current service period starts on 13th of the month to 12th of the next month, we will issue an additional invoice from the 12th to the 31st to align your services period prior to the final integration date. Please see example below.

For illustration purposes only

Current Service Period Invoiced	Future Service Period Invoiced
From 13/08/18 to 12/09/18	From 01/09/18 to 30/09/18

How will I receive the invoices from your ECO system?

As Equinix operates a fully automated invoicing system, we will send invoices to our customers via email. The email will contain invoices in PDF format.

We will use the email addresses that are currently registered on our systems.

How do I know the invoices I have received via email are real?

All our invoices will carry electronic signature to confirm these invoices are issued by Equinix.

Customers with colocation services can also download invoices directly from the Equinix Customer Portal (ECP). Customers will receive their login information via the customer onboarding process.

Customers with Cloudmas services, will not have access to the ECP, but they may validate their invoices with their Account Manager or via our centralised invoicing centre, the Equinix Shared Service Centre (SSC). We will communicate the SSC contact details closer to the time of integration.

Can Equinix send invoices by post?

Equinix is respectful of the environment and as a result we generally do not print unnecessarily. However, customers who prefer to receive invoices via post, should contact us on ES.FINOPScustomersupport@eu.equinix.com and PT.FINOPScustomersupport@eu.equinix.com and we will arrange for printed invoices to be sent.

Please note, we will only send one invoice to one address per customer. We are not able to send invoices to multiple postal addresses.

We receive multiple invoices. Can you send these to various contacts in our organization?

Equinix systems are set up to send invoices to one person or one email contact only within your organisation. If you need various people or contacts to receive these invoices, the options are as follows:

we can send all invoices to all the contacts we have for your organisation on our systems, or
you can nominate a single contact in your organization to receive all invoices and distribute internally within your organization.

If you wish to update your contact details with us and nominate who should receive all Equinix invoices, please contact us on ES.FINOPScustomersupport@eu.equinix.com or PT.FINOPScustomersupport@eu.equinix.com

Will the invoices we receive in the future look like the invoices we receive today?

Invoices from the Equinix ECO platform are more detailed than the invoices you receive today. Your new invoice will show additional information about the services you use, and the product names and descriptions will change to align with our Equinix Global Product Catalog. More information relating to this can be found in the Product Section of this Resource Center.

The Equinix systems are fully automated and therefore, any personalisation which you may currently have with Itconic and Cloudmas invoices, will no longer be available.

For example:

If you have requested all, or some invoicing lines to be consolidated, this will no longer be possible. All products and services are itemised individually on our invoices.
All product names and services referred to in our invoices will be those reflected in our Equinix Global Product Catalog. If you have requested alterations or amendments to product names, this will no longer be available.

With the exception of purchase order numbers or reference numbers, there will be no personalisation on Equinix invoices or attachments. Any supporting information regarding the services or products you receive from Equinix, will be available via the Equinix Customer Portal (ECP). All invoices you receive from Equinix will include the relevant information to the services or products you have purchased. However, you may request less or more detail in the summary section of your invoices.

Can I receive one single invoice if I have recurring and non-recurring services.

We do not consolidate recurring and non-recurring services on single invoice. If you have any concerns regarding this, please contact us on ES.FINOPScustomersupport@eu.equinix.com or/ PT.FINOPScustomersupport@eu.equinix.com

Why do I have to provide purchase order by 26th prior to service period is due to begin?

Our invoices are issued automatically on the first of the month for the relevant service period. As a result, we need to ensure our Shared Service Centre receives the purchase order number prior to invoices being generated on the first of the month.

We issue annual purchase orders. Will this be a problem?

Annual purchase orders are acceptable. Our minimum requirement is for purchase orders to be issued quarterly to maintain efficiencies in the invoicing process. Please be aware that it is your responsibility to issue the correct PO. Reference to the wrong PO in an invoice will not entitle our customers to withhold and/or delay payments.

Why are you changing my payment terms if they are over 60 days?

Equinix strictly follows local country legislations, as well as other statutory requirements. As result, Equinix will align all payment terms over 60 days to 60 days, even if your current contract states for example, 90 days payment terms.

For Government customers we will align payment over 30 days to 30 days.

I have multiple payment terms on my account. How will the new terms impact me?

Equinix operates a single payment terms policy only and we will always align to your most favourable terms unless your payment terms are over 60 days (or 30 days for government customers). For example, if your payment terms are 30 days and 45 days; we will align your payment terms to 45 days.

Why are you changing the way we make payment to you?

Equinix operates bank transfer and direct debit payment methods. If you are currently paying by any other means we would kindly ask you to adopt one of the two ways of paying us going forward.

If you require assistance in setting up bank transfers or direct debit facilities, please contact us on ES.FINOPScustomersupport@eu.equinix.com or/ PT.FINOPScustomersupport@eu.equinix.com

Thank you for your attention