Regulatory Alerts2026-06-04
Service Level Agreement (SLA) between the Financial Services Authority and Beneficiaries
The Financial Services Authority (FSA) has issued a Service Level Agreement (SLA) to standardize service delivery and performance metrics for its digital financial services. The document mandates specific operational hours, 24/7 availability for critical functions, and strict KPIs including a 24-hour initial response time, 99% accuracy in reports and licenses, and a minimum 90% customer satisfaction rate. It establishes clear roles for the FSA and beneficiaries, outlines monthly reporting and annual review processes, and defines escalation procedures for performance shortfalls to ensure continuous improvement and regulatory transparency.
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