In case you need our support, we have compiled useful information on this page to make your interaction with us easier and smoother. Depending on your IoT service, the process for incident reporting varies. If you have specific KPI agreements with us, this is specified in your contract appendix.
This page covers the support of Managed IoT Connectivity, IoT Platform & Solutions, Smart Public Transport and Elevator Emergency Communication.
Smart Public Transport
• FMStoIP
• Journey Information
• Ticket validation
• Internet onboard
• Voice over IP (VoIP)
• Eco-Driving
• Passenger count, Driver alarm
• Video surveillance
• Driver ID, Tachograph data management
• Breathalyzer
• Vehicle climate manager
• Message push
• Positioning
IoT Platform & Solutions:
• Telia IoT Portal
• Heating Optimization
• Building Monitoring
• Managed Gateway
Elevator Emergency Communication:
• Flex Duo lift phone
• GSM Gateway
• LTE Gateway
IoT Connectivity:
• Managed IoT connectivity
• Global IoT Connectivity
• NB-IoT and LTE-M Starter Kits
• IoT Connect Starter Kit
• Pre-packaged connectivity packs
Incident Management
To keep your IoT service running smoothly we provide proactive customer support along with digital tools so you can do your own troubleshooting. We monitor our services 24/7 and you can reach out to us through our online portals at any time. Additionally, during office hours, we are also accessible via phone and email.
IoT Connectivity, platforms & Solutions
Show contact info
Smart Public Transport and Elevator Emergency
Show contact info
IoT Portals
Show portal links
We provide support in English and Swedish. Further down in the Checklist-section you can read more on what
information we need from you when you need to report a ticket to us.
You can submit and track your ticket 24/7 in Telia IoT portal, Telia IoT Service Portal. You will receive an acknowledgement when you create a ticket. If the subject of the ticket is critical it is important to follow up with a phone call. Use the relevant number for each service above. If you email or call us, please copy the checklist and fill in as much information as possible regarding the incident. The more we know, the quicker we can start trouble shooting and find a solution for you. You must submit one Ticket for each individual Incident or request to Service Desk.
Note: If you are a IoT Connectivity customer and need to report a ticket with critical severity, we are available 24/7. Contact your Key Account Manager for more information about what is included in your specific support agreement
Disturbance Information
We will keep you informed about incidents or disturbances in our services. Information about disturbances to the Telia mobile network are available at:
Telia Sweden
Telia Finland
Telia Denmark
Telia Norway
Managed IoT Connectivity and IoT Platform & Solutions
Information about incidents can be found in the Telia IoT Status Portal. Please subscribe for updates and we will notify you according to your preference (we support email, SMS, webhooks and RSS feeds).
Telia IoT Status Portal
If you are a Managed IoT Connectivity, IoT Platform & Solutions or Smart Public Transport customer you will see an overall view of the availability of our components. Please subscribe for updates and we will notify you according to your preference when there is a disturbance or upcoming maintenance work that could affect your services.
Severity Matrix
Once you have reported your support ticket to us, we prioritize the incident according to the general severity matrix, as seen below. If the severity changes during the lifecycle of an incident, the initial severity level can change.
If you are a Smart Public Transport customer and want to report an incident for a traffic area smaller than specified above, Telia Support will set the priority in dialogue with you.
Response and update frequency
We will continuously inform you on the progress of your tickets and measures taken. The notifications are sent to you either through your IoT portal, by email, text message, or by phone. The higher severity of the ticket, the higher we will prioritize it.
Escalations
If you are not satisfied with the service, the prioritization or progress of the troubleshooting, you can request an escalation. All communication connected to the escalation goes through Telia Service Desk.
Please request the escalation in the ticket you want to escalate and make sure you provide the reason for the request and other relevant information. If the escalation request is fulfilled an Escalation manager will be assigned to your ticket with the purpose of ensuring a speedy progress and incident resolution.
Problem & Change Management
Telia’s network is subject to numerous changes each day which might have a different impact on the connectivity of your Services. All changes to functions and services in operation shall be implemented in a controlled process.If we encounter recurring incidents, we strive to find the root cause and solve the problem either by implementing a temporary workaround or a permanent solution. All problem records are documented and evaluated for continuous improvements
IoT Platform & Solutions
The Telia IoT Platform is subject to regular updates and maintenance. Changes are announced in advance on Telia IoT Status Portal.
Service window for new software release of the IoT Platform: Tue 10.00 – 14.00 CEST
Service window for service-affecting infrastructural changes: Wed 00.00 – 04.00 CEST
Managed IoT Connectivity
Changes with risk of service impact are announced in advance on Telia IoT Service Portal and on Telia IoT Status Portal. Depending on the impact of the change we may also send information to the email address you have provided.
Smart Public Transport and Elevator Emergency Communication
Changes to functions and services in operation shall be implemented in a controlled process. Changes are documented, and where applicable, tested before deployment. We always strive to inform you as a customer when a change might cause significant disturbance.
Checklists
The more information you can provide on an incident when raising a ticket, the faster we can understand and resolve your incident. If you contact us via your IoT portal, you’ll get guidance on what information to provide there.
Managed IoT Connectivity checklist
All types of issues
Contact person: (E-mail / phone)
Fault description: (Be as detailed as possible)
Location of the device(s): (If possible exact address or GPS coordinates)
Type of device(s): (Specify brand and model)
Date & time of attempt(s): (Including time zone)
Data related
IMSI(s)/MSISDN(s): (Can be found in Telia IoT Service Portal)
IP address: (Can be found in Telia IoT Service Portal)
APN: (Can be found in Telia IoT Service Portal)
Has the service been working before?: (Yes or no)
Action taken to resolve the issue: (Describe what you have already tested; such as, restarting devices, checking coverage, try SIM in another device, check APN or configuration settings)
SMS related
(In general, sending operator should be Telia Company as the sending number should raise the ticket)
Sending number / Short code: (Eg, 1234)
Sending MSISDN: (Eg 45371xxxxxxxxx)
Sending operator: (Eg Telia Company)
Sending from account: (Yes or no)
Target MSISDN: (Eg 45371xxxxxxxxx)
Target operator: (Eg Telia Company)
IoT Platform & Solutions checklist
All type of issues
Contact person: (E-mail / phone)
Fault description: (Be as detailed as possible, i.e. is your device connected?, when was the last time the device sent data?, has the device ever sent data?)
Action taken to resolve the issue: (Describe what you have already tested; such as restarting devices, checking coverage, try SIM in another device, check APN or configuration settings)
Connectivity related
Type of connectivity: (Specify if the problem affects data, SMS or Voice)
How many SIMs/Devices are affected? (Add quantity)
Last time service worked: (Add date and time including time zone)
Location(s): (If possible exact address or GPS coordinates)
SIM using localization or roaming? (Specify if localization or roaming are used)
Fixed or moving device(s)? (Specify if fixed or moving)
Type of device(s): (Specify brand and model)
IMSIs or Device ID: (Eg 45371xxxxxxxxx)
Invoice related
Invoice reference ID: (Eg R6-xxxxxxxxx)
API related
Type: (Specify if REST (HTTP), Webhook (HTTP), Push to AWS IoT Core (MQTT), Push to Azure Event Hub (AMQP), or other.
Managed VPN related
VPN: (Specify what VPN is affected)
Portal
Type of issue: (Specify if performance, access, or other)
Smart Public Transport Checklist
All types of issues
Title: (Severity, Company, Vehicle number and short description)
Company: (Name)
Contact person: (E-mail / phone)
Fault description: (Be as detailed as possible)
Service affected: (Specify service)
Incident start: (Date and Time Including time zone)
Incident end: (Date and Time Including time zone, or state "still ongoing")
Specify the last time service worked: (Date and time incl time zone)
Action taken to resolve the issue: (What has been done, i.e device restart, coverage check, put SIM in another device, APN check, configuration settings)
Type of device/MIIPS: (Specify brand and model)
How many vehicles are affected? (Add quantity)
How many vehicles in the Traffic area? (Add quantity)
Traffic area? (Specify the traffic area)
MAC address: (0009d80XXXXX)
Inventory number: (Customer specific)
Invoice related
Invoice reference ID: (Eg R6-xxxxxxxxx)
Elevator Emergency Communication checklist
All type of issues
Title: (Severity, Company, Device type and short description)
Company: (Name)
Contact person: (E-mail / phone)
Fault description: (Be as detailed as possible)
Service affected: (Specify service)
Specify the last time the device worked: (Date and time incl time zone)
Action taken to resolve the issue: (What has been done, i.e device restart, coverage check, put SIM in another device, configuration settings)
Type of device: (Specify brand and model with article number)
How many devices are affected? (Add quantity)
Serial number: (XXXXX)
Invoice related
Invoice reference ID: (Eg R6-xxxxxxxxx)
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