---
title: Support, Service Continuity, and Turnaround Times
description: "## 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…"
url: "https://j-cred.co.za/zh/helpcenter/support-service-continuity-and-turnaround-times/"
updated: "2026-03-30"
category: "Support & Troubleshooting"
---

# Support, Service Continuity, and Turnaround Times

## 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](mailto:support@kto.co.za) or [support@j-cred.co.za](mailto:support@j-cred.co.za), or call [+27 10 224 0589](tel:+27102240589) 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.