Service Level Agreement

Introduction

nom.eu, run by Nomeu OÜ, registers names for people across Europe and operates the .nom.eu registry. This Service Level Agreement ("SLA") says how available our services are meant to be, when we carry out maintenance, and how quickly we respond when something goes wrong. It applies to every customer of nom.eu and is part of our Terms of Service.

Version	Date	Changelog
1.0	09.11.2026	SLA is created

What this SLA covers

• the nom.eu website and your account;
• the registration service: registering, renewing and managing names;
• the resolution of .nom.eu names in the DNS, that is, the answer to "where does this name point";
• the public lookup page and the RDAP service.

It does not cover the websites, email or other services that you or your providers run under a name, nor the services of other registries, of your internet provider or of our payment and messaging providers.

Availability

Our technical services (those that need no person to act) are meant to be available 24 hours a day, 7 days a week. We aim for an availability of 99.0% in each calendar month, which means that outside maintenance windows they should be unavailable for no more than about 7 hours in a month.

Maintenance windows

Planned maintenance does not count against that availability, up to 80 hours in a year. A single maintenance window lasts 8 hours at most. We announce maintenance at least 3 working days in advance, on the site or by email. Maintenance carried out by third-party providers is not included in these figures.

The resolution of .nom.eu names in the DNS is not interrupted by maintenance of the website or of the registration service: a name that is registered keeps working while we work.

Support

How to reach us

Write to registry@nom.eu. Messages are read during service hours: Monday to Friday, 9:00 to 17:00 Central European Time, except on public holidays.

Abuse of a name is reported with the abuse report form or at abuse@nom.eu, at any time.

Outside service hours

We monitor our services around the clock and handle incidents under internal procedures. For the purpose of this SLA, support is not provided outside service hours.

What we fix

We investigate every malfunction that is reported to us. Our duty to correct one applies to malfunctions that can be reproduced.

How we classify malfunctions

Priority	Description	Response and resolution times
High	A substantial number of customers cannot register or manage names, or .nom.eu names do not resolve	Response within 4 hours. Resolution within 24 hours
Medium	A substantial number of customers cannot use a secondary feature of our services	Response within 24 hours. Resolution within 5 working days
Low	A small number of customers cannot register or manage names, or cannot use a secondary feature	Response within 3 working days. Resolution within 28 working days
Other	Malfunctions that fit none of the priorities above, or that are caused by a third-party provider	Response within 5 working days. Resolution time unspecified

Response times are counted within service hours.

What this SLA does not promise

The figures above are targets that we work to. They are not a guarantee, and missing one does not entitle you to compensation or to a refund. Our liability is set out in section 20 of the Terms of Service, and nothing in this SLA limits the rights that the law gives you as a consumer.

Changes

We may change this SLA. The table at the top lists each version, and the date shown on the page is the latest revision.