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Tech Status Updates

Pemdublinng038 and 57 scheduled maintenance 18th February

Thu, February 14th, 2019 10:45 AM

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Pemdublinng012 and 27 scheduled maintenance 15th February

Thu, February 14th, 2019 10:43 AM

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Issues processing orders

Wed, February 13th, 2019 10:08 AM

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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