Service Management Policy

The management of PremiumTrust Bank is committed to achieving the following:

• Delivering services that meet agreed service levels and fulfill customer, legal, and regulatory requirements
• Maintaining an effective Service Management System aligned with ISO/IEC 20000
• Ensuring that service management processes are documented, implemented, and continually improved.
• Providing the necessary resources, competencies, and tools to support service delivery and improvement
• Managing risks that could impact service quality, availability, or continuity
• Promoting a culture of continual improvement and customer satisfaction through effective communication, feedback, and collaboration
• Ensuring all personnel understand their roles and responsibilities within the SMS and are competent to perform their duties.
• Managing suppliers and partners effectively to maintain consistent service quality
• Complying with all applicable legal, regulatory, contractual, andorganizational requirements.

Policy Statement

PremiumTrust Bank is committed to ensuring continuous delivery and Improvement of quality IT services that align with its business objectives and meet customer expectations. The Bank is committed to adhering to service level agreements (SLAs) and ensure effective and controlled collaboration with stakeholders/third party vendors to achieve seamless IT service delivery in line with applicable regulatory requirements and industry standards.

Applicability of Policy

This policy applies to all staff of the Bank and external parties (such as service providers) that are involved in the operations of the service management.

Service Management Objectives

• Objective 1 – Ensure at least, 99% availability of core IT services
• Objective 2 – Ensure at least, a 95% rating for Internal customer satisfaction rating of IT services
• Objective 3 – Minimize the impact of incidents by ensuring 95% resolution of service incidents in line with the agreed response and resolution time.

The SMS objectives are set and approved by the Bank’s top management, as stated in the policy