For decades, Service Level Agreements (SLAs) have been the cornerstone of connectivity contracts, setting clear expectations around technical performance. Metrics like uptime, latency, and availability have long been the benchmarks for success, providing businesses with confidence that their networks would remain stable and predictable. But the world of connectivity has evolved, and these traditional measures are no longer enough. The future of connectivity lies in Experience Level Agreements (XLAs), where user experience becomes the ultimate measure of success. Let’s explore…
Why SLAs are no longer enough
Today’s technology ecosystem is distributed and increasingly complex. The number of hybrid and remote workers has continued to grow steadily since 2022. Employees now work from cafés and home offices, relying on a growing stack of SaaS applications to power everything from collaboration to cybersecurity.
SLAs were designed for a time when networks were relatively static, and performance could be measured in isolation. In a world where connectivity underpins every aspect of business operations, technical compliance is only part of the story. Even if a provider hits its SLA targets, teams can still experience slow application load times during peak hours, choppy video calls that derail meetings and sales demos or frequent VPN disconnects while travelling. Technically, the provider may be compliant. Practically, user experience is poor, productivity stalls and frustration rises.
This is why XLAs matter. They measure outcomes that reflect real-world usage, not just infrastructure health.
The rise of XLAs: Putting people at the centre
XLAs signal a shift in how service quality is defined and delivered. Rather than focusing solely on infrastructure metrics, XLAs measure outcomes that matter to end users, such as application responsiveness, ease of access, and overall satisfaction. At their core, XLAs answer the most critical question: can the user work efficiently and securely, without connectivity or experience barriers getting in the way?
To achieve this, service providers must move beyond reactive troubleshooting – where experience is often an afterthought – and instead embrace proactive experience management. By continuously monitoring user experience, providers can identify friction points before they escalate and deliver tailored solutions that reflect real-world usage patterns.
For instance, if analytics reveal that remote workers frequently experience latency during video calls, an MSP can prioritise bandwidth optimisation or deploy edge computing resources to improve performance. The goal here is to ensure that users feel confident and empowered to work seamlessly, wherever they are.
Trust as the new currency
In 2026 and beyond, trust is becoming the new currency in connectivity. Businesses need to know that their service providers can deliver not only technical reliability, but an experience that supports their evolving needs. XLAs create a framework for building that trust by aligning performance metrics with user expectations.
This shift also reflects a broader trend in IT of the move from infrastructure-centric thinking to experience-centric strategies. As organisations embrace digital transformation, the ability to guarantee a positive user experience becomes a competitive differentiator. Providers that can demonstrate measurable improvements in satisfaction will stand out in a crowded market.
What XLAs mean for service providers
Adopting XLAs requires a cultural and operational transformation. Providers must invest in tools that capture real-time experience data, from application performance monitoring to sentiment analysis. They need to develop processes for translating insights into actionable improvements and foster a mindset that prioritises user outcomes over technical outputs.
The payoff is significant. By focusing on experience, providers can deepen customer relationships and reduce churn. XLAs also open the door to premium offerings that go beyond uptime guarantees. Think dedicated bandwidth for critical cloud-native applications or edge computing for latency-sensitive workloads. Alongside this, they position themselves as strategic partners in their clients’ success, not just vendors handling the basics behind the scenes.
Final thoughts
Connectivity is no longer about keeping the lights on. It’s about enabling people to work without friction. SLAs served their purpose in an era of predictable networks, but the future belongs to XLAs. By making user experience the ultimate benchmark, service providers can deliver on what truly matters. That is building trust, confidence, and seamless connectivity in a world that never stops moving.
