Regulatory Alerts2026-06-06
Service Level Agreement (SLA) between the Financial Services Authority and Beneficiaries
The Financial Services Authority (FSA) of Oman has issued a Service Level Agreement (SLA) to standardize digital financial service delivery and establish clear performance benchmarks for both the regulator and its beneficiaries. The agreement mandates specific operational hours, critical service availability, and strict KPIs including a 24-hour initial response time, 99% accuracy in reports and licenses, and a minimum 90% customer satisfaction rate. It further requires monthly performance reporting, annual SLA reviews, a structured escalation protocol for unresolved issues within 48 hours, and biannual updates to ensure continuous alignment with stakeholder needs and digital maturity goals.
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