Regulatory Alerts2026-06-07
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 operational standards, including 24/7 availability for critical systems, a 24-hour initial response time, 99% accuracy in reports, and a minimum 90% customer satisfaction rate. It further requires monthly performance reporting, biannual agreement reviews, and a structured escalation protocol to address non-compliance and drive continuous service improvement.
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