By Yolanen Moodley,  Altron Document Solutions Head of Office Systems Group

The limits of SLA’s in the digital workplace

Service level agreements (SLA’s) have been the default performance measurement tool for decades. While still valuable  for managing uptime, delivery, and response commitments, SLA’s are increasingly disconnected from what truly matters to employees and customers – whether they can get on with their work seamlessly, without frustration. When all the numbers look good on paper, but users remain dissatisfied, it’s clear that something is missing.

SLA’s measure whether service providers meet contractual obligations, but they don’t capture the bigger picture of user satisfaction. For instance, an sla can confirm that a fault was “resolved,” but not whether the issue resurfaced days later. This creates blind spots that directly impact productivity, morale, and perceptions of it support.

In today’s digital workplace, where employees depend on uninterrupted connectivity and applications to do their jobs, these gaps can cost businesses in lost time, disengagement, and reputational damage. 

Why XLA’s are redefining service management

This is where experience level agreements (XLA’s) come in. XLA’s don’t replace SLA’s but instead elevate service management by placing the user experience at the centre of performance measurement. They focus not only on whether a task was completed, but also on how effectively it was resolved.

By tracking experience, XLA’s ensure that user satisfaction becomes part of the service equation. This strengthens accountability for both service providers and internal it teams, moving beyond metrics that only look good in dashboards.

Building trust through user-centric measurement

Because XLA’s highlight persistent pain points across the user journey, they provide reassurance that concerns are being heard and acted upon. This builds trust, reduces frustration, and helps prevent disengagement. In a workplace where mental health and employee well-being are recognised as vital to sustainability, this approach matters.

The outcome is measurable: fewer unresolved tickets, faster turnaround times, smoother workflows, and improved collaboration. The direct connection between experience and productivity is no longer speculative – it’s proven. 

Shifting the mindset: from transactional to transformational

Adopting XLA’s requires a mindset shift. Many organisations are accustomed to hard sla metrics and may initially view XLA’s as “soft” or less critical. However, these are not peripheral indicators. They track how employees feel supported, which directly influences retention, loyalty, and overall performance.

The transition is about starting conversations on why experience matters and demonstrating how it impacts both the bottom line and brand reputation.

Making XLA’s work in practice

For XLA’s to succeed, both service providers and clients need shared clarity:

• Clear expectations on what outcomes are desired.
• Defined transformation journeys with milestones and review points.
• Feedback loops that close the gap between user input and service delivery.
• Open communication that anticipates challenges and adapts as needed.

This collaborative approach transforms the provider–client relationship from transactional to partnership-driven.

Technology and data: measuring experience effectively

To measure user experience effectively, businesses must use the right mix of it service management tools, business intelligence, and customer feedback analysis. This includes:

• Collecting and analysing user surveys.
• Tagging common feedback themes.
• Tracking performance across the full journey, from call logging to resolution.
• Using algorithms to filter out anomalies caused by subjectivity.

By combining analytics with human conversations, organisations can gain a richer and more accurate view of performance.

The real value of XLA’s

The true strength of XLA’s lie in proactive problem-solving. They identify issues before they escalate and ensure they’re resolved in ways that build confidence rather than resentment. When systems appear healthy on the surface but users are still dissatisfied, xlas uncover the gaps, ensuring that experience matches expectation. 

Conclusion

SLA’s remain important, but they’re no longer enough. In the modern digital workplace, experience level agreements (XLA’s) provide the missing link between operational performance and user satisfaction. By putting people at the centre, organisations can improve productivity, employee engagement, and long-term loyalty – transforming it support from a service function into a strategic enabler of business success.