You may already know what an SLA is, especially if you are used to the outsourced IT Support model. SLA stands for Service Level Agreement and it has traditionally been the way IT companies measure their performance.
We still use the SLA model as standard, however since 2016, Supreme Systems has adopted the XLA model as well for measuring performance. XLA stands for eXperience Level Agreement, and it is more to do with how the delivery of IT services impacts end users. The SLA model is more about technical performance. System availability, response and fix times. Whilst these measures are important, it does not actively consider the most important measure of all – at least in our opinion, and that is end user experience.
We measure end user experience in a few ways: