Support, Service Continuity, and Turnaround Times
< 1 min read
Understanding turnaround times #
Some workflows are real time, while others depend on manual processing or third-party institutions. Turnaround times can therefore vary by request type and operating conditions.
When timelines may extend #
- Upstream system outages or maintenance
- Institutional closures or peak periods
- Reference contact availability
- Incomplete or incorrect submission information
Proof of submission #
Where delays occur, J-Cred can provide proof of submission and processing traceability, such as request identifiers, timestamps, and status logs, to show that a request was submitted and is awaiting an external response.
Support contact details #
Need help? Email support@kto.co.za or support@j-cred.co.za, or call +27 10 224 0589 during 9AM to 5PM CAT.
When contacting support, include your organisation name, user email address, Search ID where applicable, internal reference or case number, the selected purpose where relevant, and a short description of the issue. Screenshots can also help.
Important: Formal service commitments remain governed by your signed service agreement or SLA.