Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 1 of 52
`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Pagel
`
`
`
`From:
`
`Sent:
`
`To:
`
`Cc:
`
`"13.1mm"
`
`Thu, 2 Apr 2020 04:01:57 +0000 (UTC)
`
`Thomas Ko <thomas.ko@epicgames.com>; Alex
`Doroftei<alex.doroftei@epicgames.com>; Wen-Jen Chang
`<wenjen.chang@epicgames.com>
`
`Julie LoBean <julie.lobean@epicgames.com>; "Horwitz,
`Miye”_; "Dunning. Kevin"M; "Johnson,
`Mlcah"—; "Webster, Jason"—
`"Drouart, Albert" ><— "Bruce, Chelsea"—
`
`Subject:
`
`PayPal RFP Submission for Epic Games
`
`Attachments: EPIC_RFP_Final O4012020.xlsx;RFP response 15a PayPal Team and Escalation.pdf;RFP
`response 14 Perfomance.pdf;Epic Games Processing RFP overview final_032720.pdf
`
`Hi Epic Games team,
`
`Thank you for including us in this RFP process. We’ve answered as best we can in the format and trust you know we
`are available and welcome any questions or conversations about the content we’ve provided.
`
`We also want to try and briefly address some of the technical questions raised during the meeting last Friday. So,
`specific to that, we want you to know that unlike other companies in our industry we are anti-black box in our
`
`approach of helping our largest customers optimize their payments. The team at Braintree takes the time to analyze
`and get to know the business model and transaction lifecycle of our customers to come up with tailored
`strategies. Via Routing Optimization, Braintree can identify issues such as a merchant using multiple merchant
`accounts across multiple regions and mismatching currencies for a single order to authorize and settle an order. This
`resulted in many issuers seeing this as fraudulent activity. By aligning the verifications and the processing of the
`transaction into a single region (US) and ensuring that the currencies used were the same we were able to produce
`better results. We have found that many merchants who have had their payments stacks grow organically over time
`
`have potential inconsistencies which our deep analysis will surface.
`
`In addition to Routing Optimization, our analytics can review things such as the Merchant Category Code, Approval
`Rates at the Order Level, and Detailed Decline codes by Issuer. Examples of how each can be used to improve the
`auth rate include:
`
`0 Testing if other MCCs were better for their business, and once proven successful, the changes were
`implemented on 100% of their volume.
`0 Implemented tracking at the order level to see if customers were able to complete orders with alternative
`
`payment methods and adjust the configuration so that we didn’t use SO-authorizations for some specific issuers
`who were unable to process these transactions.
`0 During a deep dive of a merchant integration it was discovered that a merchant was trying to collect data
`(AVS or CVV) where it did not help in the approval rate, so recommendations were made to adjust their
`integration accordingly.
`0 Working with key Issuers to alert them that a merchant was migrating subscriptions of long-standing
`customers to a new acquirer (PayPal), and assisting with the design of retry-strategy during the migration.
`
`Like all our approaches these are bespoke and merchant specific but brought together all the expertise, technology
`and relationships that we could drive results.
`
`Please let us know questions as they arise and we welcome the next steps.
`
`Stay well, all!
`
`CONFIDENTIAL
`
`PX-2451 .1
`
`EP|C_00437424
`
`PX-2451.1
`
`PX-2451
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 2 of 52
`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 2 of 52
`
`Jamt
`
`Janet Ball
`
`
`
`2211 North First Street
`
`San Jose, CA 95131
`USA
`
`www_._E;a_y_E’__a.!_..99m,
`
`CONFIDENTIAL
`
`PX-2451 .2
`
`EP|C_00437425
`
`PX-2451.2
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 3 of 52
`
`EPIC- CONFIDENTIAL
`
`PAYMENT PARTNER QUESTIONS
`
`Instructions: Please answer all questions. Please do not add or delete any rows or columns, amend the formatting or convert from the Excel format.
`Company Information
`
`Company Information
`1
`Potential Bidders must meet the following mandatory requirements upon award of this contract. Inability to meet any of the following requirements may be cause for elimination from the bid process.
`Please answer the questions with a “yes” or “no”. If you answer “no” to any of the below please explain why you should still be considered.
`a
`Please provide the full name, address and phone number of your corporate headquarters and of the individual who is the
`The address of our principal executive offices is PayPal Holdings, Inc., 2211 North First Street, San Jose,
`primary contact for this proposal.
`California 95131. Our website is located at www.paypal.com, and our investor relations website is located
`at http://investor.paypal-corp.com. Janet Ball, Senior Account Executive is the primary contact and can be
`reached at
`
`b
`
`Describe the company's experience in Latam online payment processing and the number of years it has been in this field of
`business.
`
`c
`
`Describe your growth and/or expansion strategy.
`
`We have been in LATAM for 12+ years and PayPal is one of the largest payment processors in the region
`with over
`. PayPal has a dedicated service team to provide customer support in Spanish
`or Portuguese based on the location and preference of the customer. In Brazil and Mexico, we have the
`capability to process in local currency, but in the rest of LATAM we process in USD. Presentment
`currencies are available for select currencies, find full list in appendix of RFP Overview presentation dated
`3.27.2020. Braintree / PayPal are regulated entities in Brazil and Mexico. PayPal has made a significant
`investment in PPro which recently acquired Allpago.
`
`We believe that now is the time to reimagine money and to democratize financial services so that
`managing and moving money is a right for all, not just the affluent. We believe every person has the right
`to participate fully in the global economy. We have an obligation to empower people to exercise this right
`and improve financial health. As a leader in Financial Technology, we believe in providing simple,
`affordable, secure and reliable financial services and digital payments that enable the hopes, dreams and
`ambitions of millions of people around the world. It is our duty and privilege to be Customer Champions.
`We have a fundamental commitment to put our customers at the center of everything we do. We must be
`bold and innovative and execute flawlessly against our immediate goals, with our eyes always on the
`future.
`
`Our ability to grow revenue is affected by, among other things, consumer spending patterns, merchant
`and consumer adoption of digital payment methods, the expansion of multiple commerce channels, the
`growth of mobile devices and merchant and consumer applications on those devices, the growth of
`consumers globally with internet and mobile access, the pace of transition from cash and checks to digital
`forms of payment, our share of the digital payments market, and our ability to innovate and bring new
`products and services that merchants and consumers value.
`
`Our strategy to drive growth in our business includes the following:
`• Growing our core business: through expanding our global capabilities, customer base and scale,
`increasing our customers’ use of our products and services by better addressing their everyday needs
`related to accessing, managing and moving money, and expanding the adoption of our solutions by new
`merchants and consumers; Expanding our value proposition for customers: by focusing on trust and
`simplicity, providing risk management and insights from our two-sided Payments Platform, and being
`technology and platform agnostic;
`• Extending through strategic partnerships: by building new strategic partnerships to provide better
`experiences for our customers, offering greater choice and flexibility, acquiring new customers, and
`reinforcing our role in the ecosystem; and
`• Seeking new areas of growth: organically and through acquisitions in our existing and new international
`markets around the world and focusing on innovation both in the digital and physical world.
`
`PX-2451.3
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 4 of 52
`
`d
`
`Describe any partnerships or alliances you have in place that may benefit EPIC.
`
`e
`
`Detail any previous external acquisition of technology and solution components relevant to this RFP
`
`f
`
`Indicate the total number of employees
`
`In early 2020, PayPal announced a strategic partnership with China Union Pay to accelerate growth for
`both networks.PayPal previously gained entry into the vast China market when Peoples Bank of China
`licensed its 70% stake in Guofubao Information Technology or GoPay. The transaction makes PayPal the
`first foreign firm to gain licensure to operate a payment platform in China. Braintree, an online payment
`gateway for merchants, was acquired in 2013, including Venmo which has become one of the world's
`dominant peer to peer payments platforms. PayPal acquired Xoom Corporation in 2015. The purchase
`was significant, as it gives PayPal an entry into the $700 billion global remittance market. iZettle,
`purchased in 2018 for gives PayPal cutting edge e-commerce tools across Europe and Latin America.
`PayPal's 2019 investment into MercadoLibre (NASDAQ:MELI) provides a foothold in Latin America, and a
`combined 500 million users create enormous consumer clout.
`
`PayPal will continue to position itself to take full advantage of the complicated global financial landscape
`and will continue to actively search for unique technologies and partnerships through PayPal Ventures to
`augment our business's strategic advantages.
`
`Our Payments Platform utilizes a combination of proprietary and third-party technologies and services
`intended to efficiently and securely facilitate transactions between millions of merchants and consumers
`worldwide across different channels, markets, and networks. Our Payments Platform connects with
`financial service providers around the world and allows consumers to make purchases using a wide range
`of payment methods, regardless of where a merchant is located. Consumers who use our Payments
`Platform can send payments in more than 200 markets around the world and in more than 100
`currencies, withdraw funds to their bank accounts in 56 currencies and hold balances in their PayPal
`accounts in 25 currencies.
`
`A transaction on our Payments Platform can involve multiple participants in addition to us, including a
`merchant, a consumer, and the consumer’s funding source provider. We have developed intuitive user
`interfaces, customer tools, transaction completion database, and network applications on our Payments
`Platform that help our customers utilize our suite of products and services. Our Payments Platform, open
`application programming interfaces, and developer tools are designed to enable developers to innovate
`with ease and offer robust applications to our global ecosystem of merchants and consumers, while at the
`same time maintaining the security of our customers’ financial information.
`
`The technology infrastructure supporting our Payments Platform simplifies the storage and processing of
`large amounts of data and facilitates the deployment and operation of large-scale global products and
`services in both our own data centers and cloud computing. Our technology infrastructure is designed
`around industry best practices intended to reduce downtime in the event of outages or catastrophic
`occurrences. Our Payments Platform incorporates multiple layers of protection for business continuity and
`system redundancy purposes and to help address cybersecurity risks. We have a comprehensive
`cybersecurity program designed to protect our technology infrastructure and Payments Platform against
`these challenges, including regularly testing our systems to identify and address potential vulnerabilities.
`We strive to continually improve our technology infrastructure and Payments Platform to enhance the
`customer experience and to increase efficiency, scalability, and security.
`
`Specific acquisitions of technology and solution components include:
`Braintree: https://www.ebayinc.com/stories/news/paypal-acquires-global-payments-innovator-braintree/
`21,800 globally
`
`PX-2451.4
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 5 of 52
`
`g
`
`Describe your core product and service lines.
`
`h
`
`Provide product roadmap – the solutions in this RFP and others in your portfolio
`
`i
`
`j
`
`k
`
`m
`
`p
`
`Describe your R&D investment by product/function in prior years and planned going forward.
`
`How many current clients do you have?
`
`How many online transactions and total $ flow did you process on average per month in 2019?
`
`Please list your 3 largest online gaming references for payment processing
`
`Who are you 3 main competitors?
`
`s
`
`List your current licenses. Do you comply with SAS70/SOC1?
`
`PayPal Holdings, Inc. provides the PayPal Commerce Platform which enables digital and mobile payments
`on behalf of consumers and merchants worldwide. It provides a simpler and safer way for businesses of
`all sizes to accept payments from merchant websites, mobile devices and applications, and at offline
`retail locations through a range of payment solutions. It also facilitates person to person payments
`through PayPal, Venmo, and Xoom.
`
`For large enterprises we provide a single platform that can power your entire payments ecosystem of
`partners, leveraging a single integration and providing unmatched flexibility, scalability and reach. Our
`platform provides differentiated services which can be used to create payment solutions for Epic Games,
`your customers and your various business lines.
`
`Our Product & Engineering teams follow a Product Development Framework to embody a discovery-driven
`delivery approach. All functionality and capability build (new and changes) go through an extensive
`discovery approach to ensure we have strong understanding and alignment on the problem statement
`and the solution design/approach to address the business needs. As part of the solution discovery, work
`effort sizing and delivery milestones are defined and shared with our partners for joint alignment. Once
`accepted, the work effort is accordingly prioritized across development teams. Post discovery signoff, all
`functionality enhancements go through the Execution phase with clear milestones leading up to test
`readiness. As part of the testing procedures, all enhancements go through unit testing as part of the
`execution followed by QA testing across regression, stress and load testing. Post QA, we go through user
`acceptance testing in close partnership with our merchant partner to ensure there is joint alignment and
`signoff. Once signoff is received, the code is promoted to production to drive adoption and ramp. As part
`of end to end Product Delivery, milestones are closely tracked across teams at each stage of the
`development lifecycle to keep our partners informed at all times around testing progress.
`
`Partner requests are accommodated as part of our quarterly roadmap reviews. Partners can route their
`specific requests during MBR/QBR with the assigned Global Sales Director, Customer Success Manager,
`or designated Product Managers. Since we release multiple product updates and capabilities multiple
`times a month, releases can be isolated to a single merchant request or can contain enhancements and
`features that apply to multiple partners.
`
`Total research and development expense was $2.09 billion in 2019, $1.1 billion, $953 million and $834
`million in 2018, 2017 and 2016, respectively. PayPal owns and continuously procures various types of IP
`protection, including patents, trademarks, copyrights, domain names, and trade secrets to protect its
`research and development, brands, original work, and web addresses, in various jurisdictions around the
`world. A non-exhaustive listing of patents in the US related to PayPal products, services, platforms, and/or
`features can be accessed at https://www.paypal.com/us/webapps/mpp/ua/patent-
`page?locale.x=en_US. PayPal owns a large portfolio of trademarks around the world. PayPal will continue
`We operate a global, two-sided network at scale that connects merchants and consumers with 305 million
`active accounts (consisting of 281 million consumer active accounts and 24 million merchant active
`accounts) across more than 200 markets.
`We process on average more than 20,000 transactions per minute (873.6 million/month). In 2019
`PayPal processed $712 Billion in total payment volume ($59.3 Billion / month)
`We are happy to make introductions to relevant representatives at participating clients and partners to
`provide a more personal level of reference.
`PayPal competes and partners with many companies in many different segments of digital commerce. As
`a global, world class payments platform, Braintree stands alone in many areas but also competes versus
`traditional bank offerings like BAMs and Chase Paymentech as well as newer, venture funded platforms
`like Stripe and Ayden.
`We are compliant globally with all applicable laws and regulations. Specifically, we are a Level 1 service
`provider and complete annual PCI DSS assessment. In addition, we complete SOX, SOC1 and SOC2
`assessments.
`
`PX-2451.5
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 6 of 52
`
`t
`
`Please take this opportunity to suggest to us what makes your company different from other providers and why EPIC should
`select you to provide these services.
`
`Only PayPal has the power to partner with Epic Games on innovative payments solutions and enable
`speed to market on a solid foundation of 20+ years of online payments experience and the stability of a
`billion+ dollar balance sheet.
`
`Our business is built on a strong foundation designed to drive growth and differentiate us from our
`competitors. We believe that our competitive strengths include the following:
` - Two-sided Platform: our platform connecting merchants and consumers enables PayPal to offer unique
`end-to-end product experiences while gaining valuable insights into customer behavior through our data.
`Our platform provides for digital, mobile, and in-store transactions while being both technology and
`platform agnostic.
`- Scale: our global scale allows us to drive organic growth. As of December31, 2019, we had 305 million
`active accounts, consisting of 281 million consumer active accounts and 24 million merchant active
`accounts in more than 200 markets around the world. In 2019, we processed $712 billion in total
`payment volume.
`- Brands: we have built well-recognized and trusted brands. Our marketing efforts across multiple
`demographic groups play an important role in building brand visibility, usage, and overall preference
`among customers.
`- Risk Management: our risk management system and use of tokenization are designed to help keep
`customer information secure, and to help ensure we process legitimate transactions around the world,
`while identifying and minimizing illegal, high-risk, or fraudulent transactions.
`- Regulatory: we believe that our regulatory licenses, which enable us to operate in markets around the
`world, are a distinct advantage and help support business growth.
`
`Additionally, please refer to RFP Overview presentation dated 03.27.2020, and additional supporting
`documentation provided with this RFP.
`
`Financial Stability
`2
`Note: Proof of your companies financial position will be requested within the RFP submission documentation. Please provide the documentation requested.
`a
`Provide last audited Financials
`https://investor.paypal-corp.com/financial-information/annual-reports
`b
`If you are awarded this business what percentage of your companies revenue will it account for?
`Assuming $3 Billion in processing is awarded, it will account for less than 1% of our total payment volume.
`
`References
`3
`Please provide three client references, preferably of similar size and structure to EPIC. The references should be current customers who had or have accounts which are similar in nature to those proposed herein.
`Please include name, title, phone number and email address of the reference contact.
`
`a
`
`b
`
`c
`
`4
`
`a
`
`b
`
`Reference 1
`
`Reference 2
`
`Reference 3
`
`Foot Print
`
`We are happy to make introductions to relevant representatives at participating clients and partners to
`provide a more personal level of reference.
`
`Portfolio
`
`List all the payment instruments you support today per Country, and their key characteristics
`List products that are live and not products from your current roadmap
`List which combinations are processed domestically or regionally (vs. international) and detail
`
`See Additional Tab below - "Response to Sec 4 - Footprint"
`
`See Additional Tab below - "Response to Sec 4 - Footprint"
`
`Observed benefits (product reach, auth rates, cost savings, etc.)
`Limitations (local entity requirement, fund repatriation, withheld taxes, etc.)
`
`PX-2451.6
`
`

`

`c
`
`f
`
`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 7 of 52
`
`Detail where you are directly connected to the card schemes, act as an ISO (list sponsors) and/or a gateway (list acquirers) Non-US Domiciled: Adyen, AIBMS, BNZ, Braintree Australia (K2), Braintree Brazil, First Data (APAC),
`Moneris, NAB, Omni Pay, SEB Ambora, UnionPay, Worldpay
`US Domiciled: Chase Salem, Heartland, Merchant eSolutions, TSYS SignaPay, Vantiv Litle, Wells Fargo
`and BankCard Cardnet
`Global: Amex Direct, Payflow Connector, PayPal Express Checkout.
`
`Roadmap
`12-month roadmap per country
`
`PayPal is focused on expanding its payment processing capability globally by prioiritsing our roadmap
`informed by merchant led requirements . Over the next 12 months we have a dedicated roadmap focused
`on unlocking key markets witin LATAM, Inida and APAC. We are currently planning on releasing Brazil,
`India, and planning for a 2021 release of Japan. We are actively working with our largest merchants to
`ramp their localized card processing `and aggresively drive down transactional costs, while achieving
`improved authorization levels in Brazil and India in 2020. In addition to our card acquiring roadmap,
`PayPal has a dedicated product and commercial team that are actively opening up new payment methods
`and local card schemes to enable optimised consumer coverage in key territories.
`
`5
`
`3-year strategy (incl. corporate strategy)
`Set up
`List products and services that
`Require a local or regional entity and/or bank account
`a
`Require a contract with a 3rd party
`b
`Present local regulatory issues
`c
`Incur withheld taxes
`d
`Require 3D/VbV
`e
`Have any other specific requirement/implication
`f
`Services
`6
`When a service is available, list applicable payment methods/products. Specify where you are using 3rd parties. Provide their names. List where additional charge to user applies.
`a
`$0.00 authorizations
`Yes: DCC
`b
`Dynamic descriptors
`Yes: DCC, PayPal
`c
`DCC (list supported base and converted currencies)
`Yes. Currency list found here: https://articles.braintreepayments.com/get-started/currencies
`d
`Delayed settlement
`Yes: DCC, PayPal
`e
`Void/Cancel authorization
`Yes: DCC, PayPal
`f
`Pre-orders
`Yes: This is done by vaulting DCC or PayPal payment methods
`
`Included in above response.
`
`See Additional Tab below - "Response to Sec 4 - Footprint"
`See Additional Tab below - "Response to Sec 4 - Footprint"
`See Additional Tab below - "Response to Sec 4 - Footprint"
`See Additional Tab below - "Response to Sec 4 - Footprint"
`See Additional Tab below - "Response to Sec 4 - Footprint"
`See Additional Tab below - "Response to Sec 4 - Footprint"
`
`PX-2451.7
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 8 of 52
`
`Card Types 
`
`Alterntive Payment Methods 
`
`Attributes
`
`Visa
`
`MasterCard Maestro
`
`Amex
`
`Discover
`
`JCB
`
`Diners
`
`UnionPay
`
`PayPal
`
`ApplePay
`
`GooglePay Visa CheckouMasterPass SamsungPayVenmo
`
`ACH
`
`iDEAL
`
`BancontactGiroPay
`
`EPS
`
`SEPA DD MyBank
`
`Sofort
`
`Alipay
`
`WeChatPayKlarna
`
`Paynova
`
`Boleto
`
`Hipercard Elo
`
`Oxxo
`
`SPEI
`
`Via Baloto PSE
`
`Naranja
`
`RapiPago PagoFacil Red Compra
`
`N
`
`Y
`
`Y
`
`Y
`
`Y
`
`N
`
`Y
`
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`Y
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`
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`
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`
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`N 
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`N 
`N 
`N 
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`N 
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`Local Entity (Y/N)Repatriation of Funds Withholding Tax 
`Y
`Local Funding Only N 
`N
`Offshore and Local
`N 
`Y
`Local Funding Only N 
`Y
`Offshore and Local
`N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`N
`Offshore and Local
`N 
`N
`Offshore and Local
`N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`N
`Offshore and Local
`N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`N
`Offshore and Local
`N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`Y
`Local Funding Only N 
`
`PX-2451.8
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 9 of 52
`ase 4:2 -
`-056 QMYGR Document 627-1 Filed 05/10/21 Page90f 52
`
`flay
`
`
`
`PayPaI/Braintree Support and
`
`Escalation Contacts
`
`For
`
`
`
`
`
`CONFIDENTIAL
`
`PX-245‘I .9
`
`EP|C_00437427
`
`PX-2451.9
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 10 of 52
`
`ase 4:20-fi056f-MYGR Document 627-1 Filed 05/10/21 Page 10 of 52
`
`Updated 4/1/2020
`
`PayPal/Braintree Support roles defined:
`
`Customer Success Manager:
`
`The Customer Success Manager (CSM) will be your primary point of contact for issue
`
`resolution and all day—to—day operational queries.
`
`Account Executive:
`
`The Account Executive (AE) will be your primary point of contact for the overall
`
`relationship including but not limited to commercial negotiations and the evolution of
`
`the relationship.
`
`Solutions Engineer:
`
`The Solutions Engineer (SE) will be your primary point of contact for creating a custom
`
`solution, designed specifically to your needs through the integration process. This
`
`would include understanding the merchant's technical landscape and how PayPal's
`
`platform would best be connected.
`
`Engagement Manager:
`
`The Engagement Manager (EM) will be your primary point of contact for project and
`
`technical assistance with the integration. They ensure the project stays on track and
`
`gets the merchant and user experience certified and live.
`
`Technical Account Manager:
`
`The Technical Account Manager (TAM) will be your primary point of contact for any
`
`technical issues that impact your ability to process payments.
`
`CONFIDENTIAL
`
`PX-245‘I .10
`
`EP|C_00437428
`
`PX-2451.10
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 11 of 52
`
`ase 4:20-fi056f-MYGR Document 627-1 Filed 05/10/21 Page 11 of 52
`
`PayPal support contacts
`
`Customer Success Manager:
`
`lst escalation point:
`
`Business hours:
`
`Monday to Friday 8am — 5pm CST
`
`Outside business hours:
`
`For urgent to critical technical issues
`
`please reference the TAM escalation
`
`Path below.
`
`
`
`Name: Kevin Dunning
`
`Title: Customer success Manager, NA Merchant
`Services
`
`Direct:—
`
`Mobile:—
`
`Email:—
`
`Backup Customer Success Manager:
`
`Name: Greg George
`
`Title: Customer Success Manager, NA Merchant
`Services
`
`Mobile:—
`
`Email:—
`
`2nd escalation point:
`
`Name: Rick Hermanek
`
`Title: Head of Customer Success, NA Merchant
`
`Services
`
`Phone:—
`
`Mobile:—
`
`Email:—
`
`CONFIDENTIAL
`
`PX-245‘I .1 1
`
`EP|C_00437429
`
`PX-2451.11
`
`

`

`Case 4:20-cv-05640-YGR Document 627-1 Filed 05/10/21 Page 12 of 52
`
`ase 4:2(b056f-MYGR Document 627-1 Filed 05/10/21 Page 12 of 52
`
`Account Executive:
`
`Business Hours:
`
`Monday to Friday 8am — 5pm CST
`
`Outside business hours:
`
`For urgent to critical technical issues
`
`please reference the TAM escalation
`
`path below.
`
`
`
`1St escalation point:
`
`Name: Janet Ball
`
`Mobile:_
`
`Email:—
`
`2nd escalation point:
`
`Name: Miye Horwitz
`
`Title: Director, NA Enterprise Sales
`
`Mobile:—
`
`