This Experience Level Agreement template is designed for use in the Australian market where service providers need to establish clear, measurable commitments to user experience quality. The document is particularly relevant in today's digital service environment where traditional Service Level Agreements (SLAs) often fail to capture the true quality of service delivery from the end-user perspective. It incorporates requirements from Australian consumer law, privacy regulations, and fair trading principles, making it suitable for both technology and service-based organizations. The XLA template includes comprehensive sections on experience measurement methodologies, reporting requirements, governance frameworks, and remediation processes, while allowing for customization based on specific industry needs and service types. It's designed to bridge the gap between technical service metrics and actual user satisfaction, providing a legally sound framework for experience-based service commitments.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let tiktok˰'s market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and service recipient, including full legal names and contact details
2. Background: Context of the agreement, relationship between parties, and purpose of the XLA
3. Definitions: Detailed definitions of technical terms, experience metrics, and key concepts used throughout the agreement
4. Experience Level Objectives: Specific, measurable user experience targets and outcomes that the service provider commits to deliver
5. Measurement Methodology: Detailed explanation of how user experience metrics will be collected, measured, and validated
6. Reporting and Review: Frequency and format of experience level reporting, review meetings, and feedback mechanisms
7. Service Provider Obligations: Detailed responsibilities of the service provider in delivering and maintaining the agreed experience levels
8. Customer Obligations: Responsibilities and commitments required from the customer to enable effective service delivery
9. Governance: Management structure, escalation procedures, and decision-making processes
10. Performance Credits and Remedies: Consequences of failing to meet experience levels and compensation mechanisms
11. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination
12. General Provisions: Standard legal clauses including confidentiality, dispute resolution, and governing law
1. Data Privacy and Security: Detailed provisions for handling user data and ensuring security - required when personal data collection is involved
2. Industry-Specific Compliance: Additional requirements for regulated industries such as healthcare or financial services
3. Multi-Channel Experience: Specific provisions for measuring and maintaining experience levels across different service channels
4. Continuous Improvement: Framework for ongoing service enhancement based on experience metrics - useful for long-term agreements
5. Innovation and Technology Updates: Provisions for incorporating new technologies and measurement methods - relevant for technology-dependent services
6. Third-Party Integration: Requirements for managing experience levels when third-party services are involved
7. Business Continuity: Specific provisions for maintaining experience levels during disruptions - critical for essential services
1. Experience Metrics Definition: Detailed specifications of each experience metric, including calculation methods and thresholds
2. Measurement Tools and Technologies: Technical specifications of tools and systems used for experience measurement
3. Service Level Credits Calculation: Detailed methodology for calculating penalties or credits based on experience level achievements
4. Reporting Templates: Standard formats for regular reporting and dashboard layouts
5. Governance Framework: Detailed procedures for governance meetings, escalations, and decision-making
6. Contact Matrix: List of key contacts and responsibilities from both parties
7. Continuous Improvement Targets: Progressive improvement targets and timelines for experience levels
8. User Feedback Collection Methodology: Detailed procedures for collecting and analyzing user feedback
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Telecommunications
Retail
Professional Services
E-commerce
Education
Government Services
Manufacturing
Cloud Computing
Digital Services
Customer Service Industry
Relevant Teams
Legal
Operations
Customer Experience
Service Delivery
Information Technology
Customer Success
Procurement
Commercial
Quality Assurance
Performance Analytics
User Experience
Digital Services
Vendor Management
Contract Management
Relevant Roles
Chief Experience Officer
Service Delivery Manager
Customer Experience Manager
IT Services Director
Operations Manager
Contract Manager
Legal Counsel
Commercial Manager
Customer Success Manager
Digital Experience Lead
Service Level Manager
Performance Analytics Manager
User Experience Director
Head of Customer Service
Procurement Manager
Vendor Management Lead
Quality Assurance Manager
Find the exact document you need
5 Day SLA
An Australian-law governed Service Level Agreement establishing 5-day service delivery commitments, performance metrics, and compliance requirements between provider and customer.
find out more
4 Hour SLA
An Australian law-compliant Service Level Agreement template specifying 4-hour response time commitments with associated performance metrics and remedies.
find out more
SLA Security
An Australian-law governed Security Service Level Agreement defining security service standards, performance metrics, and compliance requirements.
find out more
Service Level Agreement Internet Provider
Australian-compliant Internet Service Provider SLA template covering service standards, performance metrics, and regulatory requirements under Australian telecommunications law.
find out more
Internal SLA
An Australian-compliant internal agreement defining service standards and performance metrics between departments within the same organization.
find out more
Customer Based SLA
An Australian-law governed Service Level Agreement defining service performance metrics, standards, and remedies between service provider and customer.
find out more
Default SLA
An Australian-compliant Service Level Agreement template defining service standards, performance metrics, and obligations between service providers and customers.
find out more
SLA Site
An Australian-compliant Service Level Agreement governing site-specific services, performance standards, and operational requirements at designated locations.
find out more
SLA For Problem Management
An Australian-law governed Service Level Agreement that defines terms, metrics, and procedures for systematic problem management and resolution in IT services.
find out more
Managed Services Service Level Agreement
An Australian-compliant Service Level Agreement specifying performance standards and obligations for managed services delivery.
find out more
SLA And Sop
An Australian law-compliant combined Service Level Agreement and Standard Operating Procedures document defining service standards and operational procedures.
find out more
Improved SLA
An enhanced Service Level Agreement template for Australian jurisdiction, featuring comprehensive performance metrics and service standards with robust accountability mechanisms.
find out more
Average SLA
An Australian-law governed Service Level Agreement defining service standards, metrics, and remedies between provider and customer.
find out more
Agency SLA
An Australian-compliant Agency Service Level Agreement defining the relationship between principal and agent, including service standards and performance metrics.
find out more
SLA Production
An Australian-compliant Service Level Agreement template for production services, establishing performance standards and quality metrics for manufacturing and production operations.
find out more
Service Level Agreement For Schools
An Australian-law governed agreement defining service levels and performance standards between service providers and educational institutions, incorporating educational regulatory requirements.
find out more
Server Level Agreement
An Australian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Sales SLA
An Australian-compliant Service Level Agreement defining performance standards and commitments for sales-related services, aligned with Australian Consumer Law.
find out more
Outsourcing SLA
Australian-law governed Outsourcing Service Level Agreement defining service standards, performance metrics, and operational requirements between provider and customer.
find out more
Cleaning Service Level Agreement
An Australian-law governed agreement establishing terms and performance standards for professional cleaning services, including service specifications and compliance requirements.
find out more
Task SLA
Australian-compliant Service Level Agreement template for task-based service delivery arrangements, including performance standards and measurement criteria.
find out more
SLA Training
An Australian-law governed Service Level Agreement for training services that establishes quality standards, performance metrics, and delivery requirements.
find out more
SLA Tier 3
An Australian-law governed Service Level Agreement defining Tier 3 service delivery standards, performance metrics, and support procedures for non-critical business services.
find out more
SLA Storage
An Australian-compliant agreement defining terms, conditions, and service levels for professional storage services, incorporating relevant federal and state regulations.
find out more
SLA Level 1
An Australian-compliant basic Service Level Agreement defining core service standards and performance requirements between service provider and customer.
find out more
SLA In System Design
An Australian-law governed Service Level Agreement defining performance metrics and responsibilities for system design services, including technical specifications and compliance requirements.
find out more
SLA Employee
An Australian Employee Service Level Agreement establishing performance standards and service delivery expectations while complying with Australian employment law.
find out more
SLA Asset Management
An Australian-law governed Service Level Agreement outlining terms, conditions, and performance standards for professional asset management services.
find out more
Shipping SLA
An Australian-compliant Service Level Agreement for shipping services, establishing performance standards and operational requirements under Australian maritime law.
find out more
Latency SLA
An Australian-law governed SLA document defining latency requirements, measurements, and remedies for service delivery performance.
find out more
Guaranteed SLA
An Australian-law governed agreement establishing guaranteed service levels and performance standards with specific metrics and remedies for service delivery.
find out more
Finance SLA
An Australian-law governed agreement establishing performance standards and service expectations for financial services, including regulatory compliance and service metrics.
find out more
Email SLA
An Australian-compliant Service Level Agreement for email services, defining performance standards and obligations between provider and client.
find out more
Quality SLA
An Australian-law governed agreement establishing measurable service quality standards, performance metrics, and compliance requirements between service providers and customers.
find out more
Premium SLA
An Australian-law governed Premium Service Level Agreement defining enhanced service standards, support arrangements, and performance commitments for business-critical services.
find out more
Office SLA
An Australian-law governed agreement defining service levels and performance standards for office-related services, including operational metrics and compliance requirements.
find out more
Monthly SLA
Australian-compliant monthly Service Level Agreement template defining service standards, performance metrics, and remedies between providers and customers.
find out more
Marketing SLA
An Australian-law governed agreement setting performance standards and delivery expectations for marketing services, with compliance requirements and service metrics.
find out more
Demo SLA
An Australian-compliant Service Level Agreement template outlining service delivery commitments and performance metrics between providers and customers.
find out more
Data Slas
An Australian-law governed agreement defining service levels and requirements for data-related services, ensuring compliance with local privacy and data protection regulations.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)