SLAs vs. XLAs
DentalMSP focuses on Experience Level Agreements (XLAs) alongside traditional Service Level Agreements (SLAs) to ensure your IT services truly support your practice’s success.
SLAS VS XLAS
Moving beyond traditional SLAs
While SLAs are important for maintaining technical performance, they don’t always reflect the real impact on dentists and dental teams. A service that meets response time targets but leaves your staff frustrated or inefficient isn’t truly effective.
At DentalMSP, we go beyond standard SLAs by focusing on how IT services affect your dental practice’s daily operations, ensuring that your team experiences minimal disruption and maximum efficiency.
OUR IT SERVICE DESK
What is a traditional SLA?
A Service Level Agreement (SLA) is a contract that defines the expected level of service from an IT provider. It typically includes:
- Service Description: Outlines what is covered in the IT support package.
- Service Metrics: Measures response times, system uptime, and resolution times.
- Performance Targets: Specifies minimum service levels, such as 99.9% uptime guarantees.
- Responsibilities: Defines the duties of both the IT provider and the dental practice.
- Monitoring and Reporting: Details how performance is tracked and reviewed.
- Escalation Procedures: Explains how critical IT issues are prioritised and resolved.
WHAT IS AN XLA?
XLAs: The new standard in IT Support.
An Experience Level Agreement (XLA) goes beyond technical metrics to focus on the actual experience of IT users in your dental practice.
Unlike SLAs, which focus on system performance, XLAs consider:
- Ease of use – How smoothly IT systems support your team’s workflow.
- Staff satisfaction – Whether your team feels supported and confident in the IT solutions provided.
- Efficiency – How IT performance impacts patient booking, record-keeping, and digital imaging systems.
By using XLAs, DentalMSP ensures that IT support isn’t just fast – it’s also effective, user-friendly, and aligned with the needs of your practice.
Dedicated IT Experience Managers.
Our Customer Experience Managers (CXMs) work closely with your team, proactively identifying IT challenges and opportunities for improvement.
Regular reporting.
We provide ongoing reviews of service performance and share our helpdesk tools to ensure transparency and honesty.
Light touch feedback.
We request feedback on each support ticket to monitor service quality closely.
OUR SERVICES FOR YOU.
Learn more today.
Tailored IT support.
Finding the right IT support for your dental practice is essential to keeping your systems secure, efficient, and patient-ready. At DentalMSP, we offer a range of flexible support plans designed to meet the unique needs of dental professionals.
Cyber Essentials certification.
Protecting patient data and dental records is a top priority. Cyber Essentials certification demonstrates your commitment to cyber security and regulatory compliance, helping safeguard your practice from cyber threats. We guide you
through the certification process, implementing key security measures to protect your practice, staff, and patients.
Going beyond SLAs.
While SLAs measure response times and technical performance, they don’t always reflect the real impact of IT on your dental team. That’s why DentalMSP operates with XLAs, prioritising your team’s efficiency, ease of use, and overall satisfaction.
