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  • Hello Deepak!Can you please help me understand the new jargon being used in proposals?
  • Hi Monica! Sure, please tell me which words you find difficult?
  • I am struggling to understand what XLAs are and how these are different from SLAs.
  • I just wanted to check if you foresee any risk if we have to agree to a 95% target for P1 resolution time SLA.
  • Ok. Let me help you out. SLAs or Service Level Agreements are technical metrics used to measure system performance. E.g. System uptime was 99% during the measurement period.
  • In that case, I suggest you to put a "small number clause" to allow at least one miss for P1 when the ticket count falls below 20 in a month.
  • Got it! What about XLAs?
  • XLAs or eXperience Level Agreements are more of a guide that measure the ‘customer’ experience of the services being provided. E.g. The Customer Satisfaction level of your business services.
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