Customer Service
The power of Telenor's global network is backed up with personal and proactive 24/7 monitoring and support from our dedicated team of specialists.
Telenor IoT takes service seriously
Our IoT offerings are available in different packages, that includes an appropriate support level, that encompass everything from basic self-service portals to in-depth 24/7 technical support.
Here we describe the service Telenor Connexion´s Service Operations Center provides in more detail.
Telenor Connexion Service Operations Center
Your success matters – that’s why each customer is a “somebody” to us. The Telenor Connexion Service Operations Center handles each case with responsibility and diligence. Our dedicated and highly-trained team work exclusively with Telenor Connexion IoT solutions – nothing else.
Should any issue occur, you have 24/7 direct access to a single point of contact, available via e-mail, phone and our service portal. Located in Karlskrona, Sweden, our technical support and performance monitoring experts are ready to act quickly – whenever you need them.
Subscription and IoT control portal
With access to real-time information, the web-based Telenor Connexion Service Portal gives you full control of your solutions.
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- Your subscription base is easy to manage with our self-service web portal, or with integration direct from our APIs to your IS/IT system.
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- You have a complete overview and control with SIM Management tools, real-time traffic surveillance, alert functions, historical statistics and diagnostic tools.
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- Our dedicated IoT support specialists manage the control portals, and are ready to help with any issues you may have.
Service Level Agreement (SLA)
We guarantee reliable, high quality connectivity, built on our strong SLA heritage as a cellular operator. Since 2012, we have provided our clients with 99,99% service availability of our core network elements. We offer a variety of SLAs to suit your needs.
Monitoring and preventive diagnostics
Perhaps the best thing about our Service Operations Center is that you rarely need to contact them. We take a preventive diagnostic approach to each customer solution. With constant monitoring, we strive to solve any issues as quickly as possible.
We can monitor each connected device in any network. If any potential problems are identified, we send an email alert and recommend a course of action.
Service requests and incident management
Pro-active incident resolution, without the need for external consultants, is one of the benefits of our dedicated team. Should you need support, we offer all the competencies you need in-house. You have a responsibility to your end-customers, and our IoT specialists are here to make sure you can deliver the best service possible.
To assure agile occurrence resolution, we follow a set of detailed practices for IT service management as set by the Information Technology Infrastructure Library (ITIL). With a gameplan for any contingency, you can be assured that your network is always at top performance.
Change management
The continual improvement and optimisation of your solution is what we focus on every day. Beyond just solving problems, we help make your solution to be the best it can be.
Planned upgrades can be performed while your solution is up and running. Other potential disturbances are strategically distributed to minimize costly downtime.
Each customer’s design is different, and so is the expected behavior of each connected device. That’s why we take time to understand each customer’s unique needs. With a clear resolution strategy, our skilled team keep working until all issues are solved. Patrik HentzelHead of Customer Service
Having previously worked with Telenor, Patrik has been with our Service Operations Center team since day one. Today he leads the team towards their common goal: To support Telenor Connexion customers in the best possible way and resolve any issues rapidly.
Your dedicated 24/7 service team
The Telenor Connexion Service Operations Center is manned 24/7/365. Our team of specialists offer a wide knowledge of IoT and connectivity to support you directly.
