Document background
This Customer Service Service Level Agreement (SLA) is designed for use in the Danish market where organizations need to establish clear, measurable standards for customer service delivery while ensuring compliance with Danish law and EU regulations. The document is particularly relevant when establishing or formalizing customer service operations, whether in-house or outsourced, and includes comprehensive metrics for service quality, response times, and performance standards. It addresses key requirements under Danish consumer protection laws and GDPR compliance, making it suitable for businesses operating in Denmark or serving Danish customers. The SLA should be used when there's a need to define specific, measurable service levels, establish performance monitoring mechanisms, and set clear expectations for customer service delivery.
