Service levels that let our clients focus on what matters most

For our clients, service levels aren’t just a set of metrics. They’re the foundation that enables trust, continuity, and confidently serving their members and customers every day. In an environment where uptime is expected, expectations for speed and reliability continue to rise, and financial services infrastructures are under constant pressure to modernize, dependable performance has never mattered more.

Throughout 2025, Central 1 delivered strong, consistent service performance across our most critical digital and payments services. Overall availability exceeded our service level commitments — and in many cases surpassed stretch targets — providing our clients with the stability they rely on to run their day to day operations without disruption.

This translated into measurable benefits. Digital channels maintained availability of 99.93%, while overall payments services achieved 99.91% availability, giving client teams confidence that core transactions would flow smoothly for members and customers alike. Key payment services performed exceptionally well, including Automated Funds Transfer (AFT) at 99.99% availability, Bill Payments at 100%, and Interac e-Transfer^® at 99.94%. These results reflect disciplined operations, continuous monitoring, and careful investment in platform resilience — all so our clients don’t have to think twice about reliability.

But strong service isn’t defined only by when systems perform as expected; it’s also measured by how issues are handled when they arise.

In late 2025, a small number of isolated incidents impacted our Wires service. While overall performance remained high in absolute terms, it fell short of our service level target. We addressed this transparently and decisively. We identified root causes as infrastructure and related to managed service rather than systemic design flaws, and a defined remediation plan was immediately put into action. Platform hardening, enhanced monitoring, and a comprehensive review of vendor performance are underway. Improving Wires reliability is a top operational priority, ensuring clients benefit from both immediate stability and longer term resilience.

From a client perspective, beyond stability, what matters most is clarity, accountability, and confidence. Throughout the year, we remained focused on open communication and practical action — making sure clients understood not just what happened, but what we were doing about it, and how it protected their operations going forward.

Reliable service levels give our clients the freedom to focus on their own priorities: competing effectively, delivering great member and customer experiences, and preparing for the next wave of payments innovation, including real time payments. By consistently meeting — and often exceeding — our commitments, we help ensure operational stability today while building the resilience required for tomorrow.

As we look ahead, our commitment remains unchanged: dependable performance, transparent engagement, and continuous improvement — so our clients can operate with confidence in an always on payments world.