SLA vs XLA
FOCUS ON CUSTOMER EXPERIENCE
SLA + XLA = Award Winning Support
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:
Feedback from Supreme Systems team members from conversations they have with users whilst onsite
Review meetings every quarter with client representatives
Bi-annual user surveys to all users requesting feedback on our performance
This way of measuring success really makes our team feel like members of your team client. Just another reason why choosing Supreme makes good IT sense.