Contact Center SLA Template for Denmark

1. Multilingual Services: Include when contact center services are required in multiple languages

2. Disaster Recovery: Required for critical services needing business continuity guarantees

3. Technology Requirements: Include when specific technology or systems integration is required

4. Social Media Management: Add when contact center handles social media customer service

5. Special Industry Compliance: Include for regulated industries like financial services or healthcare

6. Knowledge Base Management: Add when provider maintains customer service knowledge base

7. Campaign Management: Include for outbound calling or marketing campaign services

8. Transition Services: Required when complex service transition from another provider is needed

1. Schedule 1 - Service Descriptions: Detailed breakdown of all services and support levels

2. Schedule 2 - Service Level Specifications: Detailed metrics, targets, and measurement methodologies

3. Schedule 3 - Pricing and Charging: Detailed fee structure, rates, and charging mechanisms

4. Schedule 4 - Staff Requirements: Specific staffing levels, skills, and training requirements

5. Schedule 5 - Technical Requirements: Systems, software, and technical specifications

6. Schedule 6 - Reports: Templates and specifications for all required reports

7. Schedule 7 - Security Requirements: Detailed security protocols and compliance requirements

8. Appendix A - Escalation Matrix: Contact details and procedures for issue escalation

9. Appendix B - Performance Calculator: Formulas and examples for calculating service credits

10. Appendix C - Standard Operating Procedures: Detailed operational processes and procedures