NordName support is generally available Monday-Friday between 10:00-18:00 (EET). During these hours, a support request is usually answered within a few hours. Feel free to contact us by Live Chat, via email to firstname.lastname@example.org or in urgent matters via phone to +358841541544.
Support phone: +358 8 415 415 44 (office hours only)
Abuse reports: abuse (at) nordnae.net or +358 75 3257750
24/7 Emergency Number: +358 75 3257224 (only customers subscribed to our 24/7 hotline)
Even though our support generally responds in a matter of hours, we can not guarantee such rapid response times to all customers. There may for example be times with more load on our customer support.
- Customers with no separate support agreement with us are guaranteed an answer within 3 business days.
- Customers with our Business-level customer support agreement should expect an answer within 1 business day (8 business hours).
- Customers with the Enterprise support should expect an answer within 4 business hours.
If you have purchased a service from us and you are unsatisfied with it, you may contact our support and file a complaint. Send your complaint to support (at) nordname.com. We will reply to all complaints promptly. In the event that you are unsatisfied with our handling of your complaint, you have the right to escalate the issue through the Finnish Consumer Ombudsman available at kkv.fi.
Depending on what you have purchased, you may also be entitled to cancel your purchase and obtain a partial or full refund. The exact terms of the refund policy are stated in our General Terms and Conditions, but to summarise:
- A full refund is available if you cancel your web hosting service within 25 days from purchase.
- No refunds are available for domain name registrations, except in some situations when the domain is within its addPeriod
- Domain name transfers may be refunded if the transfer has not been completed
- Domain name renewals are non-refundable.