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
Check out the Blacknight Knowledge Base and see if your question has been answered before.
Head on over to the Blacknight Community 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
- Pemlinweb159, 160 and 161 currently experiencing issues
Pemlinweb159, Pemlinweb160 and Pemlinweb161 are currently offline and an engineer is currently investigating Update: All services have now been restored
The post Pemlinweb159, 160 and 161 currently...
Posted: Thu 4th of February 2016 04:49 AM Read more
- Pemlinweb111 and Pemlinweb112 maintenance
Pemlinweb111 and pemlinweb112 will be unavailable tonight from 11:00pm for emergency maintenance. We expect this to take 2 hours. Update: This has been completed successfully.
The post Pem...
Posted: Wed 3rd of February 2016 04:44 PM Read more
- Essential Maintenance – pemlinweb01/03/20
The servers pemlinweb01, pemlinweb03 and pemlinweb20 will be taken offline starting approx 2am, to perform essential maintenance. Work should complete by 7am. This is in order to migrate the lin...
Posted: Tue 2nd of February 2016 05:05 AM Read more
If you are a new hosting client, then maybe you should have a look at some of the screencasts available on our Youtube channel.
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.
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
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)
Find information regarding a domain using our DNS Check.
Our DNS Servers
ns1.blacknight.com - 22.214.171.124
ns2.blacknight.com - 126.96.36.199
If your domain is hosted on one of our Directadmin or Helm servers then please use the following dns:
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.
During Irish bank holidays our response time may take up to 3 days
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.