How do you implement a good XLA without losing the power of the SLA?
Why XLAs are becoming increasingly important
Traditional Service Level Agreements (SLAs) focus on hard metrics: uptime, response times, availability.
But companies are increasingly prioritizing user experience as a success factor.
That's why we're seeing a rise in Experience Level Agreements (XLAs), which focus on end-user perception and satisfaction.
The pitfall: abandoning SLAs
A common mistake is to completely replace SLAs with XLAs.
This entails risks: without hard performance indicators, the basis for control and compliance is lacking.
SLAs still form the foundation for operational stability.
The solution: integration instead of replacement
A strong sourcing strategy combines SLAs and XLAs. How?
- Define a hybrid model: SLAs for technical performance, XLAs for user experience.
- Measure at multiple levels: Combine KPIs (e.g., incident resolution) with UX indicators (e.g., employee satisfaction).
- Contractually anchor XLAs: Make it clear that XLAs are not optional extras, but part of the performance parameters and governance.
- Use SIAM principles: Ensure smooth integration between suppliers and internal teams, so that both SLA and XLA goals are achieved.
Practical tips for implementation
- Start small: Begin with one or two XLA indicators, such as Net Promoter Score (NPS) or Digital Employee Experience (DEX).
- Involve stakeholders: UX isn't just about IT; collaborate with HR, the business, and your suppliers.
- Monitor continuously: Use dashboards that combine SLA and XLA data for a holistic view.
Why SourceMinds?
We help organizations draft contracts where SLAs and XLAs reinforce each other.
With our expertise in IT sourcing, SIAM, and contract management, we ensure control, transparency, and a better user experience.
👉 Want to know how your organization can implement XLAs without sacrificing the power of SLAs? Contact us here for a no-obligation consultation or call us directly at 010-2036640.