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What is an XLA?

An Experience Level Agreement (XLA) is a concept that is closely related to a Service Level Agreement (SLA) in the context of Service Management. While SLAs define the specific performance metrics for a service, XLAs focus on the overall user experience and satisfaction with the service. An Experience Level Agreement takes into account more subjective aspects of service quality, such as usability, user-friendliness, communication, and overall satisfaction. XLAs provide a way to ensure that the customer’s experience with the service is meeting their expectations, even if all the SLA metrics are being met. They help to gauge the service’s effectiveness in delivering value and ensuring customer satisfaction.

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