Contact Point for Removal Orders under Regulation (EU) 2021/784

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Single Point of Contact – Legal Contact / TCO / Regulation (EU) 2021/784

This section outlines how competent authorities in the European Union can contact us in relation to legal matters, including, but not limited to, removal orders under Regulation (EU) 2021/784 concerning the dissemination of terrorist content online, as well as other lawful requests related to regulatory compliance, national security, or public interest.

Scope of this Contact Point

This contact point is reserved for competent authorities of EU Member States and other regulatory bodies. It is intended for the submission of legal or regulatory requests, including but not limited to:

  • Removal orders under Regulation (EU) 2021/784
  • Complaints regarding unlawful or abusive content
  • Official inquiries related to national security, law enforcement, government abuse reports, or compliance matters

Contact Point for Removal Orders under Regulation (EU) 2021/784

Email (24/7)
Email contact
Emergency Telephone (24/7)
Email contact
Languages Accepted
English Polish Estonian
Note: This contact point is intended exclusively for the submission and transmission of Removal Orders issued under Regulation (EU) 2021/784. It is not intended for user support, abuse reports, or other inquiries.

Removal Deadline under Regulation (EU) 2021/784

⏱ 1 HOUR

VMachines & Servers OÜ will remove or disable access to identified terrorist content within one hour of receiving a valid Removal Order at the designated email address.

Instructions for Competent Authorities

When submitting a Removal Order, please ensure that the Order complies with Regulation (EU) 2021/784 and includes:

  • The issuing authority and its legal basis
  • A sufficiently precise description of the terrorist content
  • The exact URL(s), IPs or other location identifiers
  • Reasons explaining why the content is considered terrorist content
  • Contact details of the responsible official

Use of the 24/7 Emergency Telephone Line

The emergency telephone line exists to allow competent authorities to:

  • Alert the Operator about an urgent Removal Order that has been or is about to be transmitted via email
  • Request technical or procedural clarification
  • Report malfunction of electronic submission systems
  • Ensure rapid coordination during high-risk or multi-URL cases
  • Verify receipt of an already submitted Order
⚠️
Important: The telephone line is not a channel for submitting the Removal Order itself. Formal Removal Orders must still be transmitted electronically via the designated email address in accordance with Regulation (EU) 2021/784. The legally binding time of receipt is the timestamp of the email's arrival at the designated address.

What Happens During the Call

Upon receiving a call from a competent authority:

1
Identify calling authority (name, institution, role)
2
Confirm if Order has been received via email
3
Request email submission if not yet received
4
Provide urgent coordination and escalation

When to Use the Emergency Line

Use of the telephone line is recommended in cases of:

  • Extreme urgency — where terrorist content is deemed to pose immediate risk
  • High-volume Orders — affecting multiple resources
  • Technical issues — preventing timely email submission
  • Verification needs — when confirmation of email receipt is urgently required

Confirmation and Follow-Up

After executing the Removal Order:

  • The Operator will notify the issuing authority without undue delay
  • Technical logs and compliance evidence will be stored in accordance with Regulation (EU) 2021/784
  • Any clarification or further action will be coordinated through the same contact channels

Transparency Report Article 7

In accordance with Article 7 of Regulation (EU) 2021/784 on addressing the dissemination of terrorist content online, VMachines & Servers OÜ publishes the following transparency information.

📅 Reporting Period: 1 January 2024 – 31 December 2024

Metric Count
Removal orders received from competent authorities of EU Member States 0
Content items removed or access disabled pursuant to removal orders 0
Removal orders where removal or disabling occurred within one hour 0
Removal orders challenged or appealed by content providers 0
Complaints received regarding removal or disabling actions 0
Complaints upheld (content restored) 0
Specific measures imposed by competent authorities under Article 5 None

This transparency report is published in accordance with Article 7 of Regulation (EU) 2021/784. The report covers actions taken by VMachines & Servers OÜ in response to removal orders and other measures under the Regulation during the reporting period.

🕐 Last updated: January 2025