Service Level Agreement (SLA) between the Financial Services Authority and Beneficiaries

Introduction
This document aims to clarify the Service Level Agreement (SLA) between the Financial Services Authority (FSA) and service beneficiaries, which aims to deliver high-quality services and defined performance standards to ensure transparency, improve user experience, and increase customer satisfaction.
Purpose and Scope
This Service Level Agreement (SLA) defines the expected service levels and responsibilities of the Financial Services Authority (FSA) and its service beneficiaries. This agreement aims to achieve excellence in delivering digital financial services and ensure accountability and transparency.
Services Covered
This agreement covers the services provided by the Financial Services Authority and listed in the services directory at the following link: https://om.gov
Performance Standards
The Financial Services Authority commits to providing the mentioned services according to the following standards:

Service Availability: Services must be available during official working hours from 07:30 AM to 14:00 PM, Sunday to Thursday.
Critical Services: Some critical services, such as financial reconciliation automation for insurance brokers, extend to 7/24 to ensure business continuity.

Official Working Hours: Services are available during official working days, excluding official holidays.
Critical Services: Some services are available around the clock to ensure operational continuity.

Key Performance Indicators (KPIs)
Performance will be measured based on the following KPIs:

Response Time for Requests: Initial response to requests within 24 working hours.
Request Fulfillment: Requests are processed within the timeframe specified and approved in the Unified Government Services Portal at https://om.gov.
Accuracy: Achieving an accuracy rate of 99% in issued reports and licenses.
Customer Satisfaction: Maintaining a satisfaction rate of no less than 90%.

Financial Services Authority (FSA): Responsible for delivering services in accordance with the agreement, ensuring performance monitoring, and publishing periodic reports.
Service Beneficiaries: Must provide accurate data and update it regularly, and comply with required guidelines.

Monthly Reports: The Financial Services Authority will publish monthly reports detailing performance according to the key performance indicators.
Annual Review: The Service Level Agreement will be reviewed annually to ensure required performance is met and to make any necessary updates.

Feedback Mechanism: The Financial Services Authority encourages beneficiaries to provide feedback on service quality to drive continuous improvement.
Periodic Review: The agreement will be reviewed and updated every six months to ensure it meets customer needs and the Authority's objectives.

Violations: In case of failure to meet performance indicators, an internal investigation will be conducted to identify the root causes and take necessary corrective actions.
Escalation Procedures: Issues that cannot be resolved will be escalated to senior management within 48 hours.

Stakeholder Engagement: All stakeholders were engaged during the drafting of this agreement to ensure alignment with their requirements.
Training: Staff will be trained periodically to ensure compliance with Service Level Agreement standards.

Indicator Name: Quality and efficiency of operations and service provision and utilization.
Perspective Name: Digital Services Maturity Perspective.
Axis Name: Operational Efficiency.
Alignment with Indicator Requirements:
Commitment by the Authority to deliver digital services with high quality.
Providing a mechanism to monitor performance and ensure achievement of required levels.
Periodic review and continuous improvement to ensure service alignment with beneficiary expectations.
Head of Digital Transformation Team