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Tech Status Updates

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…

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Friday afternoon staff event

28 May 2026, 7:28 am

Please note that due to a staff event taking place on Friday afternoon 29th May 2026, our phone lines will close earlier than usual at 1:00pm. As a result, response times may be…

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Network Maintenance – Shared Hosting

21 May 2026, 12:08 pm

We are scheduling a maintenance window tonight to upgrade software on several top of rack switches used for our legacy shared hosting platform. Customers may experience a brief outages as the switches restart.…

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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