You have probably heard about SLA's. Service Level Agreements that contractually define what service you can expect, like uptime for your website, maintenance windows for your app or that your search has filters. That's fine and good, but what about the experience?

Casper van Amelsvoort works with Workplace Services at Rabobank and a year ago he introduced the idea of moving from Service Level Agreements to Experience Level Agreements (XLAs). If your website is up and running, but the experience is really bad? Slow loading or what if your search engine doesn't give you reasonable and expected search results?

In a recent member conference call, Casper elaborated on the idea, what the difference means in practice and how he is considering implementing it.