Transaction Junction is committed to providing you with exceptional support. Below is a summary of our escalation process, support priorities, and contact information to ensure your queries are resolved efficiently.
Contacting TJ Support
| Support Channel | Details |
| Portal | TJ Service Desk |
| support@switch.tj | |
| Phone | +27 86 111 4958 |
Prioritising Your Support Request
Every support request is important. To ensure the best service, we prioritize calls based on their impact on trade. Resolution times are defined in the SLA between TJ and our customers.
| Priority | Description | Expected Resolution Time |
| High (P1) | Loss of core functionality. | Within 3 hours / same day |
| Medium (P2) | Degraded or intermittent functionality. | Within 1–2 days |
| Low (P3) | Isolated issues requiring investigation. | Within 3 days |
| Information Request (P4) | Requests for information, reports, or configuration changes with minimal impact. | Within 2 weeks |
Support hours
- P1 Requests: 24/7
- P2–P4 Requests: Monday to Friday, 8:00 AM – 5:00 PM
Sign Up For WhatsApp Notifications
- Retail Processing Updates: Transaction Junction Retail Updates | WhatsApp Channel
- eCommerce Processing Updates: Transaction Junction eCommerce Updates | WhatsApp Channel
Adding New Sites / Lanes / Decommissions
To request new site setups, lane additions, or decommissions: Email: sales@switch.tj
Note: Resolution times may vary if third-party involvement (e.g., banks or onsite support) is required.
Setup Lead Times
| Description | Approximate Lead Time |
| TJ Setup & Configuration | 5 days |
| PED Order & Bank Merchant Numbers | 15 days |