Please be aware that our Support team monitors the SLA and follows up with banks regularly for requests that are out of the SLA.
- All South African Banks (except ABSA) SLA 10 Working days (excluding the weekends and public holidays).
- ABSA Bank 15 Working days (excluding the weekends and public holidays).
- Please be aware that our Support team monitors the SLA and follows up with banks regularly for requests that are out of the SLA.
- Major volumes experienced at banks during peak season do impact the usual SLA. Look for announcements on the Confirmation Community banner where our team will communicate these to you.
Note:
Kindly be advised that during busy seasons the Bank SLA periods extend to 20 working days (excluding weekends and public holidays) the busy season is as follows:
- January to March
- July to August
Instructions:
Should you have requests that have been pending for longer than the bank’s SLA of 10 - 15 days, escalate this request via email or use our live chat option on the Community.
Please include the following detail when escalating a request:
Subject
- Escalation | Insert Request ID here and in the body of the email
Detail
- Request ID
- Bank Name
- Company Name
- Auditor Name
- As of Date (Year End Date)
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