Regulatory Alerts2026-06-21
Service Level Agreement (SLA) between the Financial Services Authority and Beneficiaries
The Financial Services Authority (FSA) has established a Service Level Agreement (SLA) with its service beneficiaries to define expected service levels, responsibilities, and specific performance standards for high-quality digital financial services, aiming for transparency, improved user experience, and increased customer satisfaction. This agreement details service availability, including official working hours and 24/7 access for critical services, and sets Key Performance Indicators (KPIs) such as a 24-hour initial response time for requests, 99% accuracy in reports and licenses, and a minimum 90% customer satisfaction rate. The FSA is committed to monthly performance reporting, annual and semi-annual reviews, and a continuous improvement mechanism through beneficiary feedback, with clear procedures for internal investigations into performance violations and escalation of unresolved issues to senior management within 48 hours.