Experience Level Agreement Xla

During the resolution of the issues they discovered with SysTrack`s detailed analysis, the EUX score kept rising, allowing the vendor to clearly demonstrate the value it brought to the customer. In the space of a year, THE PROVIDER EUX was able to go from 67% on average to 84% on all systems, saving thousands of hours of productive time for the customer. Unlike SLAs, which focus on service availability, ASA sets expectations in terms of service. This distinction is key, as it makes the difference between starting a 3000-mile business trip and handing over the keys for a minivan versus a ticket for a non-stop flight. The former provides you with long-distance travel, while the latter thinks about what would make your travel experience fast and comfortable. Barros cited the example of an IT service provider that quickly repaired an employee`s laptop 15 times in a row, filling in the Helpdesk SLA metrics. But is the need for a laptop repair more than a dozen times a great user experience? I heard about the ASA a few months ago, and since then the team probably has enough for me to talk about it…