In the world of IT support, Service Level Agreements (SLAs) have long been the standard measure of success. SLAs track things like response times, ticket closure rates, and uptime – essentially, how fast and how often things get done. While important, SLAs often miss the bigger picture: how those services actually feel to the end user.
That’s where Experience Level Agreements (XLAs) come in.
XLAs shift the focus from outputs to outcomes – from ticking boxes to delivering real value. Rather than just measuring whether a ticket was closed in four hours, XLAs ask whether the employee’s issue was resolved in a way that improved their ability to work. It’s about satisfaction, usability, and how IT impacts the business day-to-day.
An MSP that prioritises XLAs is focused on the human experience, not just the technical metrics. This mindset leads to more proactive support, better communication, and solutions that are tailored to real business needs – not just contractual obligations. Over time, this results in a more productive workforce, reduced friction, and a stronger return on investment.
In short, while SLAs keep the lights on, XLAs ensure people get work done, and enjoy doing it. For long-term value, choosing an MSP that leads with experience is a smart move.
Why User Experience Matters More Than SLAs in Managed IT Services
In the managed IT services world, Service Level Agreements (SLAs) have long been the standard for measuring performance. They define how quickly issues should be responded to or resolved – metrics that are clear, measurable, and easy to report on. But here’s the truth: SLAs don’t tell the whole story.
They don’t tell you how easy it was for an employee to get help.
They don’t tell you if the issue impacted their productivity for hours – or days.
And they certainly don’t tell you if the user felt supported, heard, or empowered.
That’s where user experience comes in – and why more forward-thinking MSPs are shifting their focus from SLAs to Experience Level Agreements (XLAs).
What’s the Difference Between SLAs and XLAs?
SLAs measure operational efficiency. They focus on things like:
- First response times
- Resolution times
- System uptime
- Ticket volumes
While these metrics are important, they’re inherently reactive. They focus on what was done and how fast, but not how well it worked for the user.
XLAs, on the other hand, are all about the user experience. They consider how IT services impact real people and their ability to do their jobs effectively. XLAs look at:
- Employee satisfaction with IT services
- Ease of accessing support
- Impact of IT issues on productivity
- Overall digital experience across tools and platforms
Why User Experience Should Be the Priority
A poor user experience with IT – whether it’s a slow support process, confusing communication, or recurring issues – can quickly erode employee productivity and morale. Even if SLAs are technically being met, the business impact of a frustrated workforce is often hidden in lost time, disengagement, and shadow IT.
By focusing on user experience, a modern MSP delivers:
- Proactive support that prevents issues before they arise
- Simplified, human-centred processes for logging and resolving tickets
- Clearer communication that builds trust
- Ongoing insight into how people interact with technology every day
When users are happier and more productive, the business performs better. It’s that simple.
The Long-Term Value of an Experience-Led MSP
IT support shouldn’t just be about closing tickets – it should be about creating seamless, empowering digital experiences. An MSP that prioritises user experience through XLAs doesn’t just deliver a service; they become a strategic partner in improving how your business operates.
While SLAs keep the lights on, focusing on user experience helps your people thrive. And that’s where the real, long-term value lies.
In Summary:
- SLAs are about performance.
- XLAs are about experience.
- An MSP that leads with user experience delivers greater long-term value by improving satisfaction, productivity, and engagement.
If you’re evaluating IT providers, ask yourself: are they measuring what really matters?