This article explains the two types of service levels that apply to PayMitto transfers and what they mean for your team and your customers.
Two categories of service levels apply to PayMitto transfers.
Payment Delivery SLAs
Payment delivery SLAs define the expected timeframe for a transfer to reach its recipient. They vary by destination corridor and are influenced by external factors including payout partners, payment networks, regulatory reviews, and local holidays.
These SLAs define when investigation begins — they are not guaranteed delivery times. When a delivery SLA is exceeded, escalate the transfer to Tier 2 for investigation.
Support SLAs
Support SLAs govern how Tier 2 responds to inquiries, provides investigation updates, and manages incidents. These SLAs apply regardless of whether the delivery delay was caused by an external dependency.