Purpose
This document consolidates the Bank's Service Level Agreements (SLAs) across key operational functions. SLAs define the Bank's commitment to processing timelines, response times, and service quality standards. Adherence to these SLAs is monitored continuously and reported to senior management on a monthly basis.
Scope
This document covers SLAs applicable to payments processing, account management, client services, compliance operations, and technology support. SLAs are categorised as client-facing (commitments to external clients) and internal (commitments between departments).
Payments Processing SLAs
| Service | SLA | Measurement |
|---|
| Domestic wire transfer (RTGS) | Processed within 2 hours of approval | Time from approval to release |
| Domestic wire transfer (ACH) | Settled by next clearing cycle | Time from approval to settlement |
| International wire transfer (SWIFT) | SWIFT message sent within 4 hours of approval | Time from approval to SWIFT transmission |
| Bulk payment file validation | Feedback within 30 minutes of upload | Time from upload to validation report |
| Failed payment investigation — initial assessment | Within 4 hours (high-value) / 1 business day (standard) | Time from detection to initial assessment |
| Failed payment resolution | Within 5 business days | Time from detection to resolution |
Account Management SLAs
| Service | SLA | Measurement |
|---|
| New account opening — Individual (Low Risk) | Same day (branch) / 1 business day (online) | Time from complete application to activation |
| New account opening — Corporate (Low Risk) | 3 business days | Time from complete application to activation |
| Account closure | 5 business days | Time from request to closure confirmation |
| Address / contact update | Same business day | Time from request to system update |
| Signatory amendment | 3–5 business days | Time from complete documentation to update |
| Dormant account reactivation | 1 business day (post-verification) | Time from successful verification to reactivation |
Client Services SLAs
| Service | SLA | Measurement |
|---|
| Complaint acknowledgement | Within 1 business day | Time from receipt to acknowledgement sent |
| Complaint resolution — Critical | 3 business days | Time from receipt to resolution |
| Complaint resolution — High | 5 business days | Time from receipt to resolution |
| Complaint resolution — Medium | 10 business days | Time from receipt to resolution |
| Complaint resolution — Low | 15 business days | Time from receipt to resolution |
| Client Services hotline — answer rate | 80% of calls answered within 30 seconds | Telephony system metrics |
| Secure message response | Within 4 hours (business hours) | Time from receipt to response |
Compliance Operations SLAs
| Service | SLA | Measurement |
|---|
| Sanctions screening alert resolution | Within 2 hours (payments) / 4 hours (onboarding) | Time from alert generation to clearance/rejection |
| KYC review — Low Risk | 2 business days | Time from submission to completion |
| KYC review — Medium Risk | 5 business days | Time from submission to completion |
| KYC review — High Risk | 10 business days | Time from submission to completion |
| Suspicious Activity Report (SAR) filing | Within 24 hours of determination | Time from determination to filing |
Technology Support SLAs
| Severity | Description | Response Time | Resolution Target |
|---|
| P1 — Critical | Core system outage affecting all users | 15 minutes | 2 hours |
| P2 — High | Major functionality impaired, workaround unavailable | 30 minutes | 4 hours |
| P3 — Medium | Functionality impaired, workaround available | 2 hours | 1 business day |
| P4 — Low | Minor issue, no business impact | 4 hours | 3 business days |
SLA Monitoring and Reporting
- SLA adherence is monitored in real-time through the Bank's operational dashboards, with automated alerts triggered when an SLA is at risk of breach.
- Monthly SLA performance reports are compiled by each department head and submitted to the Chief Operating Officer.
- SLA breaches are logged in the Operational Risk system and investigated for root cause. Recurring breaches are escalated to the Operational Risk Committee.
- SLA targets are reviewed annually by the Executive Committee and adjusted as necessary to reflect evolving client expectations and regulatory requirements.
Related Documents
- Client Complaint Handling Procedure
- Incident Escalation Matrix
- Operational Risk Reporting
- Technology Incident Management Policy