Regulatory Alerts2026-06-03
Service Level Agreement (SLA) between the Financial Services Authority and Beneficiaries
The Financial Services Authority (FSA) has issued a Service Level Agreement (SLA) to standardize performance metrics, service availability, and mutual obligations for its digital financial services. The agreement mandates a 24-hour initial response time, 99% accuracy in issued reports and licenses, and a minimum 90% customer satisfaction rate, while designating critical systems for 24/7 operation. It further requires monthly performance reporting, biannual contract reviews, and a strict 48-hour escalation protocol for unresolved issues to guarantee continuous service improvement and regulatory transparency.
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