Regulatory Alerts2026-06-21
Service Level Agreement between the Financial Services Authority and Beneficiaries
The Financial Services Authority (FSA) has issued a Service Level Agreement (SLA) to define expected service levels and responsibilities for providing high-quality digital financial services, aiming for transparency, improved user experience, and increased customer satisfaction. This SLA specifies performance standards, including service availability during official hours and 24/7 for critical services, and establishes Key Performance Indicators for response time, request completion, accuracy, and customer satisfaction. The agreement outlines roles, monthly reporting, annual reviews, continuous improvement mechanisms, and escalation procedures for non-compliance, ensuring services align with customer expectations and the Authority's objectives.