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Tech Status Updates
Emergency maintenance on Cloud3 beginning 04/06/2026 21:00
4 June 2026, 12:34 pm
Due to emergency maintenance on our Cloud3 environment starting tonight (04/06/2026 : 21:00 – 05/06/20026: 08:00) some virtual machines may need to be rebooted to migrate them to alternative nodes. The works are…
scheduled maintenance on backup storage cluster – 04.06.26 : 15:00
3 June 2026, 12:44 pm
We will be performing scheduled maintenance to update the software on one of the backup storage clusters from 15:00 Thursday 4th June. This maintenance is not expected to be service affecting as resources…
Network Maintenance – Digital Realty DUB2
28 May 2026, 10:14 am
We are scheduling a maintenance window to replace a line card in an edge router located in Digital Realty DUB2. This will impact connectivity to INEX LAN2 for the duration. Date: 2026-05-30 06:00…
Support Tickets, Knowledgebase and Video Tutorials
Customer Service and Technical Support Levels
In general we will respond to customer service or technical support queries within one working day. However we also offer certain services which come with guaranteed response times and service level agreements. Speak to your customer account manager if you’d like to find out more.
Complaints and Service Escalations
Blacknight have established an escalation team comprising managers from each department. On receipt of a customer complaint via email, an email is sent to all members of this team. A member of the team will accept the query and respond to it within an hour (during Irish work days) indicating that the issue is being addressed or investigated as appropriate. All frontline customer service team members have been made aware of the escalation procedure in the event a customer service query needs to be raised with a member of this team.
All members of the team are copied on any correspondence in relation to the issue until it has been closed off. Issues are reviewed at manager meetings monthly.
The European Commission’s online dispute resolution (ODR) platform