Blacknight Support

You can start a live chat with a company representative by clicking the live chat box on the right hand side of this page. If a member of staff is unavailable you can leave a message and we'll respond as soon as possible.

Alternatively you can choose to submit a support ticket directly via the button below

Create a Support Ticket

Check out the Blacknight Knowledge Base and see if your question has been answered before.

Visit the Knowledge Base

Head on over to the Blacknight Community Forum

Visit the Forum

Server and Service Status information and live updates

For further up to date information you can follow our Status Blog, Twitter account and Facebook account

Blacknight on Facebook

Subscribe to the Status Blog's feed Subscribe to Email updates

Latest Blacknight Server / Service Updates

  • PEMVZMPS115 Issues 19th April @19:20 The server become unresponsive and was power cycled and will be back operational shortly.Services affected: pemlinweb120.blacknight.compemlinweb121.blacknight.com ...
    Last updated: Sat 19th of April 2014 07:30 PM     Read more
  • Windows Shared Hosting - PHP Upgrades We need to update PHP on some of our Windows Shared Hosting servers. The following servers will be upgraded on Tuesday 29th April between 08:00 and 09:00 (morning):PEMWINWEB07:81.17.250.10981...
    Last updated: Fri 18th of April 2014 04:02 PM     Read more
  • Pemvzlin17 unresponsive The server became unresponsive and required a reboot. Services are resuming now. ...
    Last updated: Fri 18th of April 2014 07:45 AM     Read more

Tutorials

If you are a new hosting client, then maybe you should have a look at some of the Flash tutorials we provide.

We also have a number of screencasts available on our Youtube channel

These handy tutorials will guide you step-by-step through the most common issues that arise, such as setting up your email, uploading files and managing your domains and website hosting with us.

Support Desk, Forum & Knowledge Base 

If you have an issue that the hosting tutorials above do not cover you can access our support desk 24/7 through your browser.

You can also access our Support Forum and Knowledge Base for other frequently asked questions.

If you are unable to find an answer to your query in the Knowledge Base, then you can ask our support team directly by opening a ticket.

Please provide as much information as possible in your support request, including:

  • the domain name
  • an example URL, so we can see the error message
  • any error messages

Our technical support team will be only too happy to assist you.

We also offer secure Live Chat via our website during office hours

Client Centre

You can login to your account in our  Client Centre.

Customers from our Modern Bill system can login in here. (Clients who made purchases before August 9th 2008)

DNS Check

Find information regarding a domain using our DNS Check.

Meta Tag Generator

Optimise your website for best results in search engines such as Google, Yahoo, MSN etc. using our Meta Tag Generator.

Our DNS Servers

ns1.blacknight.com - 78.153.212.176

ns2.blacknight.com - 81.17.254.6

If your domain is hosted on one of our Directadmin or Helm servers then please use the following dns:

ns.blacknightsolutions.com

ns2.blacknightsolutions.com

PLEASE NOTE THESE ARE NOT FOR USE BY OUR COLOCATION, VPS OR DEDICATED SERVER CLIENTS

NB: Blacknight Solutions does not offer technical support for application specific issues such as CGI programming, HTML or any other such issue not pertaining to the services for which we are contracted. We cannot help you improve your website's rank in Google and other search engines.

Customer Service Queries & Complaints handling Process

At Blacknight we take customer service very seriously.

Should you need to contact us with a query you have several options:

  • Telephone during office hours Irish time
  • Email 24 / 7
  • Live chat
  • Via various social media channels including Twitter and Facebook


Our customer service agents use Zendesk to manage their interactions with you so you can easily see at any time the progress of your query.

We will endeavour to respond to all customer queries within 1 working day, though generally you’ll get a reply a LOT faster!

During Irish bank holidays our response time may take up to 3 days

Complaints and Service Escalations

Nobody is perfect and from time to time things can and will go wrong.

If you are unhappy with the services we provide to you or how we’ve handled your customer service queries we want to know about it.

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.



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