Service Level Agreement
The DACHSER & KOLB Service Level Agreement is a promise of quality to our customers. Our goal is to provide high-quality service and adhere to standards in terms of service and timing.
Request
- Initial contact and arrangement of a viewing appointment within one business day of your relocation request
- Confirmation of the viewing appointment within one business day of the agreement
- Relocation viewing by multilingual specialist staff
Offer
- Offer sent within two business days after your viewing appointment
- Initial contact for a personal consultation two business days after the offer is sent
Order processing
- Order confirmation within one business day after you place your written order
- Appointment confirmation within three business days after agreeing on your moving date
- Change requests from our customers regarding services
- Moving within Europe (road): up to three weeks before your moving date
- Moving worldwide (air and sea freight): up to six weeks before your moving date
- Ongoing customer support and advice before, during, and after your moving date
- Invoice sent within five business days after completion of the move
Miscellaneous
- Damage report within two business days after delivery of the removal goods
- Damage processing and contact within two business days after damage report
- Complaint processing and contact within two business days
