Regulatory Alerts2026-06-08
Service Level Agreement (SLA) between the Financial Services Authority and Beneficiaries
The Financial Services Authority (FSA) has issued this Service Level Agreement (SLA) to establish binding performance standards, service availability windows, and mutual responsibilities with its beneficiaries. The framework mandates specific operational metrics, including 24/7 coverage for critical financial reconciliation services, a 24-hour initial response time, 99% accuracy in issued reports, and a minimum 90% customer satisfaction rate. It further institutionalizes continuous oversight through monthly performance disclosures, annual contract reviews, six-monthly updates, and a strict 48-hour escalation protocol for unresolved compliance failures.
Share