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Tech Status Updates

Scheduled Maintenance Pemwinweb49 reboot

Mon, October 15th, 2018 7:23 AM

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Zendesk ticketing system issues

Wed, September 26th, 2018 8:48 AM

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Hosted Exchange issues –

Thu, September 6th, 2018 7:36 AM

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Support Tickets, Knowledgebase, Video tutorials and Live Chat

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