Experience Level Agreements (XLAs) are becoming increasingly important in modern service delivery contracts where user experience and satisfaction are paramount. This document type is specifically designed for use in New Zealand business contexts where organizations need to establish clear, measurable criteria for user experience quality. The XLA complements or extends traditional Service Level Agreements by incorporating experience-based metrics and user satisfaction measurements. It includes detailed specifications for experience measurement methodologies, reporting requirements, and improvement processes, all aligned with New Zealand's legal framework. The document is particularly valuable for digital services, technology implementations, and customer-facing operations where user experience directly impacts business outcomes.
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1. Parties: Identifies and defines all parties to the agreement, including service provider and service recipient
2. Background: Explains the context and purpose of the XLA, including the services being provided and the focus on user experience
3. Definitions: Defines key terms used throughout the agreement, including technical terms and experience metrics
4. Experience Metrics and Targets: Specifies the key experience indicators (KEIs) being measured and their target levels
5. Measurement Methodology: Details how experience metrics will be collected, measured, and validated
6. Reporting Requirements: Outlines the frequency, format, and content of experience performance reports
7. Service Provider Obligations: Details the responsibilities of the service provider in delivering and maintaining experience levels
8. Customer Obligations: Specifies any customer responsibilities necessary for accurate experience measurement
9. Governance: Establishes the framework for managing the XLA, including review meetings and escalation procedures
10. Continuous Improvement: Outlines processes for ongoing enhancement of user experience based on metrics
11. Term and Termination: Specifies the duration of the agreement and conditions for termination
12. General Provisions: Standard legal clauses including confidentiality, dispute resolution, and governing law
1. Data Privacy and Security: Additional section when experience measurement involves sensitive data or personal information
2. Integration Requirements: Used when the service must integrate with other systems or services
3. Change Management: Required when regular changes to experience metrics or measurement methods are anticipated
4. Disaster Recovery: Needed when service continuity is critical to maintaining experience levels
5. Financial Terms: Include when experience levels are tied to payment terms or financial incentives
6. Multi-jurisdiction Provisions: Required when services are delivered across multiple jurisdictions
7. Third-party Dependencies: Include when service experience depends on third-party providers
1. Schedule 1: Experience Metrics Detail: Detailed description of each experience metric, including calculation methods and data sources
2. Schedule 2: Service Level Credits: Framework for calculating any financial adjustments based on experience performance
3. Schedule 3: Measurement Tools and Technologies: Specifications of tools and systems used for experience measurement
4. Schedule 4: Reporting Templates: Standard formats for regular experience reporting
5. Appendix A: Baseline Measurements: Initial experience metrics establishing the baseline for future comparison
6. Appendix B: Technical Requirements: Detailed technical specifications for experience measurement implementation
7. Appendix C: Governance Procedures: Detailed procedures for XLA management and issue resolution
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software as a Service
Professional Services
Financial Services
Healthcare Technology
Telecommunications
Digital Services
Customer Experience Management
Managed Services
Cloud Computing
Relevant Teams
Legal
Information Technology
Customer Experience
Service Delivery
Operations
Digital Transformation
Customer Success
Service Management
Performance Analytics
User Experience
Vendor Management
Relevant Roles
Chief Experience Officer
Service Delivery Manager
Customer Experience Manager
IT Services Director
Digital Operations Manager
User Experience Lead
Service Level Manager
Performance Analytics Manager
Customer Success Manager
Technology Contract Manager
Experience Measurement Specialist
Digital Transformation Director
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