Koru Cloud and Koru hosting store information for the people who use them, which makes Fly by wire AB a provider of hosting services under the EU Digital Services Act (Regulation (EU) 2022/2065). This page gives our points of contact and explains how we handle orders, notices and decisions about content.
1. Who we are
Fly by wire AB, company registration number 559316-3313, Flädervägen 1 b Lgh 1401, 611 46 Nyköping, Sweden. Our main establishment is in Sweden.
2. Point of contact for users
Under Article 12 of the Digital Services Act, users of our services can reach us at support@flybywire.se. A person reads every message: we never answer with automated tools alone. You can write to us in English or Swedish.
4. Removal orders within one hour
Our contact point for removal orders is removal-orders@flybywire.se, together with the removal order form on our report page. It receives:
- removal orders under the EU regulation on terrorist content online (Regulation (EU) 2021/784), for which it is our contact point under Article 15;
- orders from the Swedish Police Authority (Polismyndigheten) under the Swedish act on removing recruitment content online, Lag (2026:1235) om avlägsnande av rekryteringsinnehåll online.
Orders, and the exchanges about them, can be in Swedish or English.
An order sent to the address or with the form reaches us by email at once. We remove the content or disable access to it as soon as possible, and at the latest within one hour of receiving the order: we stop the app that publishes it, or the part of it that does, and its addresses answer, in every country, that the content is unavailable after a legal order. We tell the authority when we did, without undue delay.
We keep the removed content and its related data as they were when we acted: the app’s builds and settings, its databases and disks, and the files it keeps in buckets, which we copy the night after. Data an app holds only in memory is not kept, nor are its logs. We keep the copy for six months from when we acted, or longer if an authority or a court asks us to. It is kept apart from the customer’s account, so deleting the app or the account does not delete it, and it is used only for what the law allows: proceedings about the order, and preventing, detecting, investigating and prosecuting terrorist offences.
When we act, we tell the customer concerned what we did, which order it was and how to challenge it, unless the authority decides that they must not be told yet. Then we tell them on the date the authority gives us. When the order is withdrawn or set aside, we start the app again as it was, and tell the customer.
5. Other orders
Orders to act against illegal content (Article 9 of the Digital Services Act) and orders to provide information (Article 10) go to the point of contact for authorities. We tell the authority that issued the order, without undue delay, how we gave effect to it, and we tell the customer concerned as the regulation requires.
European Production Orders and European Preservation Orders for electronic evidence (Regulation (EU) 2023/1543) go to Fly by wire AB, at the address in section 1, or by email to support@flybywire.se. For data we process for our customers, the regulation expects such orders to go to the customer first.
6. Notices about illegal content
Anyone can tell us about content on Koru hosting or Koru Cloud that they consider illegal. Report illegal content says what a notice must contain, where it goes and what happens next. Spam, phishing, malware and attacks coming from an app on Koru hosting go to our abuse contact.
7. Our decisions and their reasons
When we remove content or disable access to it, suspend an app, or suspend or end an account, we send the customer concerned a statement of reasons (Article 17 of the Digital Services Act). It says what we did and for how long, the facts we relied on, whether we acted on a notice or on our own findings, whether automated means were used, the legal or contractual ground, and how to challenge the decision. A person looks at the decision again on request. The Acceptable Use Policy describes this in full.
8. Threats to life or safety
If we learn of anything that makes us suspect a crime threatening someone’s life or safety, we tell the police of the country concerned at once, or, when we cannot tell which country it is, the Swedish Police Authority or Europol (Article 18 of the Digital Services Act). If someone is in danger right now, call 112.
9. Transparency reports
As a micro or small enterprise, we do not publish the Digital Services Act’s yearly transparency report (Article 15(2)). If we act against terrorist content in a year, we publish a report on it before 1 March of the next year, as Article 7 of Regulation (EU) 2021/784 requires.
10. Complaints
You can complain about us to the Digital Services Coordinator of the country where you are located or established. In Sweden that is the Swedish Post and Telecom Authority (Post- och telestyrelsen, PTS).