I'm curious to see whether anyone has a policy or a set of guidelines for their data service? A document that highlights what service you provide and how you provide it? I'm looking for any information regarding reference service levels you provide for data.
It was recommended that I send you this link to Statistics Canada's Standards of Service to the Public (http://www.statcan.gc.ca/about-apercu/standards-normes-eng.htm). This may be an interesting complement to the descriptions of reference service levels you will receive from other DLI contacts.