Best Practice Report

Best Practices: Embrace Experience-Level Agreements (XLAs)

XLAs Improve Traditional SLAs But Require A Thoughtful Approach

November 10th, 2021
With contributors:
Lauren Nelson , Duncan Dietz , Marissa Fritz


IT has long used service-level agreements (SLAs) to benchmark technology performance, but with the rising importance of employee experience (EX), SLAs alone are ineffective as a measure of EX. Experience-level agreements (XLAs) promise to quantify employee tech experience, monitor it, and link it to business outcomes, but they pose challenges of their own. This report helps define key XLAs and offers best practices for implementing them.

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