Regulatory Alerts2026-05-18
Service Level Agreement (SLA) between the Financial Services Authority and Beneficiaries
The Financial Services Authority (FSA) has issued a Service Level Agreement (SLA) to establish standardized performance metrics, service availability windows, and accountability frameworks for its digital financial services. The document mandates specific Key Performance Indicators, including a 24-hour initial response time, 99% accuracy in reports and licenses, and a minimum 90% customer satisfaction rate, while defining clear roles for both the Authority and service beneficiaries. It further requires monthly performance reporting, annual SLA reviews, six-monthly updates, and a structured escalation protocol for unresolved issues to ensure continuous operational improvement and regulatory transparency.
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