Klarna service level
Klarna Services status can be monitored 24/7 via our Operational Status site. This Portal will also enable Information on past incidents as well as a subscription option to receive updates via email, SMS or RSS.
Klarna Service Level Objectives described on this page are only applicable to regional integration APIs and should be considered public and general guidelines for reference only. A Service Level Agreement attachment could be added to your partnership agreement with Klarna upon request.
Service Level Objectives
Find here details of service level commitments related to Klarna’s solutions. This includes the execution of API calls related to the creation of new transactions from an accounts website through Klarna’s API as well as other features and functionalities that may be provided as part of our product suite.
SLO Categories
Each route in Klarna Global API Routing is tagged with a corresponding SLO Category that you will find in the documentation. The Categories supported are:
| SLO Category | Description |
|---|---|
| Account Onboarding | Operations that facilitate the onboarding of a new partner account with Klarna. |
| Account Operations | Operations that enable the management of an existing partner account, supporting retrieval, updates, and deletion. |
| Customer Token Charge | Operations that process payments for tokenized customers, including recurring and on-demand transactions. |
| Disputes | Operations that enable access to all dispute-related functionalities, including retrieval, updates, and resolution. |
| Identity | Operations that allow the revocation or updates of a customer token issued during the account linking process. |
| Read-Only Identity | Operations that provide read access to verify if a customer has an existing Klarna account or to retrieve details from an account linking token. |
| Personalized Message Placements | Operations that support personalized payment messaging, including customized options and descriptors. |
| Messaging Placements | Operations that provide access to retrieve details about available messaging placements for Klarna services. |
| Payment Confirmation | Operations that allow the completion of a Payment Request. |
| Payment Request | Operations that handle all aspects of a Payment Request, including creation, retrieval, updates, and deletion. |
| Payment Transaction General | Operations that support the creation and modification of payment transactions, including submission and updates. |
| Read-only Payment Transaction | Operations that allow read access to transaction management, e.g. enabling retrieval of payment transaction details. |
| Settlements | Operations that provide access to settlement-related functionalities, including retrieval and reconciliation. |
SLA Service Class
All Klarna Services and their corresponding endpoints are categorized within the following 3 types:
| Service Class | Description |
|---|---|
| Transactions Critical Services | Refers to all operations, webhooks and other services of the Services within Klarna Payment Services that are essential for a Partner to process payments with Klarna, meaning any functionality that directly impacts the Customer’s ability to complete purchases through Klarna Payment Services in the Partner's store, assuming the Partner is already integrated with Klarna. |
| Transactions Non-critical Services | Refers to all operations, webhooks and other services of the Services within Klarna Payment Services that does not directly impact the core purchasing process in real-time but can be addressed or executed at a later stage, offering supplemental or secondary features that do not directly affect the Customer’s ability to complete a purchase, such as the ability to capture transactions after the payment has been processed. |
| Additional Services | Refers to all operations, webhooks and other services offered through Klarna’s Services that are outside the scope of both Transaction Critical and Transaction Non-critical Operations. |
Latency
The latency of a service indicates the time to get a response to a request done to Klarna service. This latency is measured and calculated on all requests at the 99 percentile and at the edge of the region in which the service is deployed. This latency however, does not include Internet network latency impact. Latency objectives vary per endpoint based on the level of complexity in the corresponding processing.
Availability
This objective states the accessibility of a Service and its capability to be fully usable and functional on a monthly basis.
Availability objectives may vary per Service Feature type and by default are as follows:
| Service feature type | Availability |
|---|---|
| Transaction Critical Services | 99% |
| Transaction Non-critical Services | 99% |
| Additional Services | 99% |
This is calculated by dividing the number of requests processed correctly (responses having status code being 2xx, 3xx and 4xx) by the total number of requests during the time window.
Availability data does not include cases if, for some functional reason, there is no traffic and is calculated as follows:
A %= \[ SR/ R \] \* 100- A means the Availability in % during a Measurement Period.
- SR means total number of requests responded with 2xx, 3xx and 4xx during a Measurement Period.
- R means total number of requests performed during a Measurement Period.
Unavailability and maintenance downtime
States the actual time when the Service Features are not responding request less any downtime with exception of:
- Unavailability due to circumstances that are outside of Klarna’s control such as: Force majeure which affects all of Klarna’s redundant and geographically dispersed production sites.
- Any unavailability or downtime attributable to acts or omissions of Acquirers, Third Party Payment Option Providers, banks or other external data providers.
- Unavailability caused by or attributable to the Merchant and/or any of the Merchant’s sub-contractors, suppliers or any other third party that the Merchant cooperates with.
- Unavailability due to Maintenance Downtime.
| You should check any schedule maintenance downtime here. |
|---|
| Definitions | Threshold |
|---|---|
| Maximum number of maintenance downtime occasions | 5 times per year |
| Maximum maintenance downtime in hours | 15 hours per year |
| Communication of maintenance downtime | 7 days in advance |
Technical support
Customer support for Partners is available by email, chat or telephone from 9:00 to 17:00 local time on business days (Monday to Friday). Weekend availability is based on the market and may vary, check specific market availability here.