BrandPost: Beyond SLAs: Why You Need Experience-Level Agreements (XLAs) in the Digital Workplace
Service-level agreements (SLAs) are the long-standing gauge of IT performance. The problem with them, however, is that they leave out one critical question: Are users satisfied with the result?
This shortcoming has recently given rise to a new concept called experience-level agreements (XLAs), which measure success based on the quality of experience delivered versus the processes that went into it. According to many, it more accurately reflects what counts in a relationship and business outcomes.
An XLA considers the fact that 99.99% uptime may still be unacceptable if outages occur during critical periods, for example, or that a quick answer to a support request is insufficient if it doesn’t fix the user’s problem.