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 the beneficiaries of the service, which aims to provide high-quality services with specific 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 the responsibilities of the Financial Services Authority (FSA) and the beneficiaries of its services. This agreement aims to achieve excellence in providing 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 guide at the following link: https://om.gov
Performance Standards
The Financial Services Authority is committed 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 solvency automation for insurance brokers, extend 24/7 to ensure business continuity.

Official Working Hours: Services are available during official working days, excluding official holidays.
Critical Services: Some services are available 24/7 to ensure business continuity.

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

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

Financial Services Authority (FSA): Responsible for providing services according to the agreement, ensuring performance monitoring, and publishing periodic reports.
Service Beneficiaries: Must provide accurate data, update it regularly, and adhere to the 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 the required performance is achieved and any necessary updates are made.

Feedback Mechanism: The Financial Services Authority encourages feedback from beneficiaries regarding service quality to stimulate 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 of the problem 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 involved during the drafting of this agreement to ensure its alignment with their requirements.
Training: Employees will be trained periodically to ensure adherence to the Service Level Agreement standards.

Indicator Name: Quality and Efficiency of Operations, Service Delivery, and Usage.
Perspective Name: Digital Services Maturity Perspective.
Axis Name: Operational Efficiency.
Compliance with Indicator Requirements:
The Authority's commitment to providing high-quality digital services.
Providing a mechanism to monitor performance and ensure the achievement of required levels.
Periodic review and continuous improvement to ensure services align with beneficiaries' expectations.

Head of Digital Transformation Team