Your outsourcing contract needs XLAs, not just SLAs

The report describes how technical telemetry (T-data) — device health, application performance, network latency, and endpoint health — is used to correlate experience scores and diagnose whether issues stem from technology, support processes, or service interactions. It warns that lack of transparency in XLA (Experience Level Agreement) programs, including hiding or manipulating scores, breaks the model and advocates for jointly owned, openly shared experience data to enable collaborative problem-solving.