Service SLA gives you a structured way to handle faults based on how critical the connection is to your operations. You choose the service level and how the service should be applied, adapted to both technical requirements and business conditions. You can subscribe to a Service package to always have a predefined resolution time when faults occur. If the need is temporary, you can instead order Single service at the time of fault reporting, when you require faster fault resolution than the standard level. Service SLA covers troubleshooting and fault resolution within Telia’s network. If the fault is found to be outside our network, we continue the work in the on‑premises network, providing a coordinated handling of the entire connection.

If the customer has specific security requirements, such as restricted access or the need for pre‑notification, you can specify Special access requirements when reporting the fault. This allows the right technician to plan the visit in a way that meets the requirements from the start. Together, Service packages, Single service, and the available add‑ons enable you to use Service SLA in a way that matches your customers’ needs and conditions.