Lately, there is a lot of talk about XLAs! No, not the Excel add-in but rather Experience Level Agreements between a service provider and a customer with the goal of providing the best employee experience with said provider’s services.
Traditionally, software vendors had service-level agreements, or SLAs, which described expected minimum service levels that the service provider guaranteed (e.g., minimum uptimes or time to respond/repair issues) for the price someone would pay. Until now, SLAs were seen as the crucial measurement for a successful relationship between a software vendor and an enterprise IT department.