Document background
This SLA OLA template is designed for organizations operating under Danish jurisdiction that need to establish both external service commitments and internal operational support structures. The document is particularly relevant when an organization needs to align its customer-facing service promises with its internal operational capabilities. It combines a Service Level Agreement (SLA) that defines commitments to external customers with an Operational Level Agreement (OLA) that specifies how different internal departments will collaborate to meet these commitments. This approach ensures consistency between external obligations and internal operations while maintaining compliance with Danish contract law, data protection regulations, and relevant EU directives. The document is especially useful for organizations providing technical, professional, or managed services where clear service metrics and operational procedures are essential for success.
