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Support and Incident Management

Support and Incident Management

Owned by Cecilia
Last updated: 2025-05-08

Please contact us at help.samtrafiken.se for support, error reports, incidents, user management and orders.
Known issues and limitations are listed here

How to Report an Incident

Contact Information

Important: All incident reports and questions must be submitted through the portal. This ensures proper tracking and prompt handling of your issue.

What to Include in Your Report

To help us resolve incidents efficiently, please provide:

  1. Description of the issue - What functionality is affected?

  2. When the issue started - Date and time when you first noticed the problem

  3. Impact - How many users/transactions are affected?

  4. Steps to reproduce - Detailed steps for us to recreate the issue

  5. Correlation ID - If available (crucial for troubleshooting)

  6. Examples - For booking-related issues, include booking numbers

  7. Error messages - Screenshots or exact text of error messages

  8. Contact details - Who to reach for further information

Important: Please do not include personal data (email addresses, phone numbers, personal ID numbers) in incident reports. If you need to share such information, please anonymize it first.

Incident Priorities and Response Times

We classify incidents by priority based on their business impact:

P1 - Critical (24/7 handling)

  • Definition: Complete service outage or critical functionality failure affecting all users

  • Examples: API completely unavailable, no tickets can be created/sent, no prices available for any operators

  • Target response: Immediate attention, continuous work until resolved

P2 - High (24/7 handling)

  • Definition: Major functionality impacted or service degradation for a significant number of users

  • Examples: Unable to access external IMS (one at a time), unable to sell tickets for a major operator

  • Target response: Quick attention, worked on until resolved

P3 - Medium (Business hours only)

  • Definition: Partial service disruption or degradation affecting some users

  • Examples: Issues with supplementary systems, missing prices for some routes, credential problems

  • Target response: Handled during business hours

P4 - Low (Business hours only)

  • Definition: Minor issues with limited impact, general inquiries

  • Examples: Issues in test environments, problems with individual minor stations

  • Target response: Handled during business hours as resources permit

Our Incident Management Process

  1. Receipt & Initial Assessment: We confirm receipt of your incident report and assess its priority

  2. Investigation: Our team will investigate the issue, which may involve reaching out for additional information

  3. Resolution or Escalation: We will either resolve the issue or escalate to the appropriate supplier/carrier/retailer

  4. Updates: For P1/P2 incidents, we send service disruption notifications to all affected users

  5. Resolution & Verification: We confirm resolution with the reporting party before closing the incident

Service Hours

  • Standard business hours: Monday-Friday, 08:00-17:00 CET/CEST

  • On-call service (P1/P2 only): 24/7/365

Communication During Major Incidents

For P1 and P2 incidents affecting multiple partners, we will:

  1. Send an initial notification about the ongoing issue

  2. Provide updates as significant developments occur

  3. Send a final notification when the issue is resolved

Operator-Specific Issues

If your issue relates to a specific operator's content or services:

For Journey Planning Issues

Report through help.samtrafiken.se with:

  • Which operator(s) are affected

  • Which journey(s) are missing/shown incorrectly

  • What line(s)/line number(s) are affected

  • Which date(s) are affected

  • Which origin and destination stations are affected

  • What results you are expecting

For Ticket Delivery Issues

If tickets are not being delivered to customers, first check:

  • That the email hasn't gone to spam folders

  • That the email address is correct in the booking

  • Try resending the ticket from TRAID

If these steps don't resolve the issue, please report the incident through help.samtrafiken.se, and we will coordinate with the appropriate sales channel.

Follow-up After Major Incidents

For P1 and P2 incidents, we conduct a Root Cause Analysis (RCA) to prevent similar issues in the future. We will share relevant findings with affected partners.

Thank You for Your Cooperation

Your timely and detailed incident reports help us maintain high-quality service. If you have questions about our incident management process, please submit them through help.samtrafiken.se.