Regulatory Alerts2026-05-25
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, define performance metrics, and establish accountability for its digital financial services. The agreement mandates specific operational hours, critical service availability, and strict KPIs including a 24-hour response time, 99% accuracy rate, and 90% customer satisfaction threshold. It further requires monthly performance reporting, biannual agreement reviews, internal investigations for non-compliance, and mandatory staff training to ensure continuous improvement and stakeholder alignment.
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