SLA
Last updated: April 10, 2026
Support and SLA Scheme – Payment Latam
| Area | Description | Contact / Hours |
|---|---|---|
| Technical Support | Requests or incidents related to the availability or technical issues of the technology platform. |
Support Portal - Support platform
soporte@payment-latam.com Scheduling link Mon–Fri: 8:00 – 18:00 |
| Support | Requests or incidents related to reconciliation, disbursement, invoicing, and documentation requests. |
Support Portal
Peru soporteperu@payment-latam.com Mon–Fri: 8:00 – 22:00 Ecuador soportecu@payment-latam.com Mon–Fri: 10:00 – 22:00 Sat: 10:00 – 13:00 Colombia soportecolombia@payment-latam.com Mon–Fri: 8:00 – 22:00 |
Contact Information and Support Hours
| Area | Description | Support Channel | Hours |
|---|---|---|---|
| Technical Support | Incidents related to platform availability, API, integrations, technical errors, and transaction processing. | WhatsApp Email / Support Portal |
Mon–Fri 8:00–18:00 |
| Operations Support | Inquiries related to Payin, Payout, transaction statuses, withdrawals, and transaction processing. | WhatsApp / Email / Support Portal |
Mon–Fri 8:00–22:00 |
| Administrative Support | Reconciliations, settlements, invoicing, documentation, and administrative inquiries. |
Mon–Fri 8:00–18:00 |
|
| Emergencies / Critical Incidents | Total unavailability of Payment Latam services or critical security incidents. | Emergency channel | 24/7 |
| Sales | New services, features, countries, payment methods, commercial changes, or special projects. | Assigned account executive |
Mon–Fri 8:00–18:00 |
Contact Information and Support Hours
- Only users authorized by the merchant may submit and follow up on requests.
- Incidents and requests must be reported through the official channels established by Payment Latam.
- Requests made through personal or unauthorized channels may be redirected to the appropriate channel.
- Incidents that cause total unavailability of services will be considered critical and may be handled under a 24/7 scheme.
- Requests related to new features, special integrations, service modifications, or new projects will be referred to the Sales and/or Technology teams for evaluation.
Severity Classification and SLA
The SLA is measured from the time the case is registered until the first effective response from the responsible team. Resolution times may vary when banks, networks, providers, or other third parties are involved.
| Level | Criteria | Examples | Response | Escalation |
|---|---|---|---|---|
| P1 - Critical | Total outage, general unavailability, or widespread impact. | API unavailable; Payin/Payout not operating for multiple clients. | ≤ 30 min | Immediate to Operations + Systems + Management |
| P2 - High | Significant impact on operations without a total outage. | High-impact pending Payout; repeated errors; merchant unable to operate. | ≤ 1 hour | If no progress within 1 hour |
| P3 - Medium | Individual case with no general impact. | Transaction validation, reconciliation, or individual incident. | ≤ 4 hours | If the SLA is exceeded or a specialist is required |
| P4 - Low | Informational or administrative inquiry. | Receipts, configuration, general inquiries. | ≤ 24 business hours | If the SLA is exceeded or another area is required |
- Contact: +51 924 070 933