Transaction Junction is committed to providing you with exceptional support. Below is a summary of our escalation processsupport priorities, and contact information to ensure your queries are resolved efficiently.

Contacting TJ Support
Support Channel Details
Portal TJ Service Desk
Email 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
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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