Vendors › PayPal
PayPal SLA
99.99%
Uptime commitment
—
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: none · Remedy: no_credit
How to claim
| Submission method | Support — paypal.com/us/smarthelp/contact-us ↗ |
|---|---|
| Deadline (submission) | 30 days — No SLA credits available - termination only |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (5)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Braintree Full-stack payment platform | Payments | 99.99% | eligible |
| PayPal Checkout Payment checkout | Payments | 99.99% | eligible |
| PayPal Payouts Mass payouts | Payments | 99.9% | eligible |
| PayPal REST API Payment API | API | 99.99% | eligible |
| Venmo for Business Venmo payment acceptance | Payments | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
PayPal is a Finance & Payments provider. See the official SLA at https://www.braintreepayments.com/legal.
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