SLA vs. XLA: Which one measures what matters?

While traditional Service Level Agreements (SLAs) effectively track technical metrics like uptime, they often fail to capture how IT services impact actual user productivity and satisfaction. To bridge this gap, IT leaders should implement Experience-level Agreements (XLAs), which focus on qualitative outcomes such as employee sentiment and digital experience quality. By combining both approaches, organizations can move beyond mere system stability to better align technology performance with measurable business value.