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Experience Level Agreement

Experience Level Agreement Template for New Zealand

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Key Requirements PROMPT example:

Experience Level Agreement

"I need an Experience Level Agreement for a SaaS platform providing customer service software to a retail company, with specific focus on end-user satisfaction metrics and quarterly reporting requirements, starting from March 2025."

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Document background
Experience Level Agreements (XLAs) are becoming increasingly important in modern service delivery contracts where user experience and satisfaction are paramount. This document type is specifically designed for use in New Zealand business contexts where organizations need to establish clear, measurable criteria for user experience quality. The XLA complements or extends traditional Service Level Agreements by incorporating experience-based metrics and user satisfaction measurements. It includes detailed specifications for experience measurement methodologies, reporting requirements, and improvement processes, all aligned with New Zealand's legal framework. The document is particularly valuable for digital services, technology implementations, and customer-facing operations where user experience directly impacts business outcomes.
Suggested Sections

1. Parties: Identifies and defines all parties to the agreement, including service provider and service recipient

2. Background: Explains the context and purpose of the XLA, including the services being provided and the focus on user experience

3. Definitions: Defines key terms used throughout the agreement, including technical terms and experience metrics

4. Experience Metrics and Targets: Specifies the key experience indicators (KEIs) being measured and their target levels

5. Measurement Methodology: Details how experience metrics will be collected, measured, and validated

6. Reporting Requirements: Outlines the frequency, format, and content of experience performance reports

7. Service Provider Obligations: Details the responsibilities of the service provider in delivering and maintaining experience levels

8. Customer Obligations: Specifies any customer responsibilities necessary for accurate experience measurement

9. Governance: Establishes the framework for managing the XLA, including review meetings and escalation procedures

10. Continuous Improvement: Outlines processes for ongoing enhancement of user experience based on metrics

11. Term and Termination: Specifies the duration of the agreement and conditions for termination

12. General Provisions: Standard legal clauses including confidentiality, dispute resolution, and governing law

Optional Sections

1. Data Privacy and Security: Additional section when experience measurement involves sensitive data or personal information

2. Integration Requirements: Used when the service must integrate with other systems or services

3. Change Management: Required when regular changes to experience metrics or measurement methods are anticipated

4. Disaster Recovery: Needed when service continuity is critical to maintaining experience levels

5. Financial Terms: Include when experience levels are tied to payment terms or financial incentives

6. Multi-jurisdiction Provisions: Required when services are delivered across multiple jurisdictions

7. Third-party Dependencies: Include when service experience depends on third-party providers

Suggested Schedules

1. Schedule 1: Experience Metrics Detail: Detailed description of each experience metric, including calculation methods and data sources

2. Schedule 2: Service Level Credits: Framework for calculating any financial adjustments based on experience performance

3. Schedule 3: Measurement Tools and Technologies: Specifications of tools and systems used for experience measurement

4. Schedule 4: Reporting Templates: Standard formats for regular experience reporting

5. Appendix A: Baseline Measurements: Initial experience metrics establishing the baseline for future comparison

6. Appendix B: Technical Requirements: Detailed technical specifications for experience measurement implementation

7. Appendix C: Governance Procedures: Detailed procedures for XLA management and issue resolution

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Acceptable Experience Level
Agreement Term
Baseline Experience Metrics
Business Day
Business Hours
Commencement Date
Confidential Information
Customer Experience Score
Digital Experience
End User
Experience Credit
Experience Indicator
Experience Level Breach
Experience Level Default
Experience Measurement Period
Experience Measurement Tools
Experience Metrics
Experience Monitoring
Experience Reports
Force Majeure Event
Governance Committee
Key Experience Indicator (KEI)
Measurement Methodology
Monitoring Period
Net Promoter Score
Normal Business Hours
Parties
Performance Dashboard
Planned Downtime
Quality Score
Reporting Period
Representative
Resolution Time
Response Time
Service
Service Hours
Service Location
Service Provider
Service Recipient
Service Window
Severity Level
System
Target Experience Level
Third-Party Provider
Unplanned Downtime
User Experience Data
User Feedback
User Journey
User Satisfaction Index
Working Day
Clauses
Experience Measurement
Service Standards
Reporting Requirements
Performance Monitoring
Data Collection
Privacy and Data Protection
Confidentiality
Service Provider Obligations
Service Recipient Obligations
Governance
Change Management
Force Majeure
Dispute Resolution
Liability and Indemnification
Insurance
Intellectual Property
Term and Termination
Assignment and Subcontracting
Notices
Amendments
Entire Agreement
Severability
Governing Law
Compliance with Laws
Relationship of Parties
Continuous Improvement
Quality Assurance
Audit Rights
Service Credits and Penalties
Business Continuity
Exit Management
Relevant Industries

Information Technology

Software as a Service

Professional Services

Financial Services

Healthcare Technology

Telecommunications

Digital Services

Customer Experience Management

Managed Services

Cloud Computing

Relevant Teams

Legal

Information Technology

Customer Experience

Service Delivery

Operations

Digital Transformation

Customer Success

Service Management

Performance Analytics

User Experience

Vendor Management

Relevant Roles

Chief Experience Officer

Service Delivery Manager

Customer Experience Manager

IT Services Director

Digital Operations Manager

User Experience Lead

Service Level Manager

Performance Analytics Manager

Customer Success Manager

Technology Contract Manager

Experience Measurement Specialist

Digital Transformation Director

Industries
Contract and Commercial Law Act 2017: Provides the fundamental framework for contract formation, enforcement, and remedies in New Zealand. Essential for ensuring the XLA is legally binding and enforceable.
Fair Trading Act 1986: Ensures that service representations and commitments made in the XLA are accurate, not misleading, and that performance metrics are fairly presented and measured.
Consumer Guarantees Act 1993: Establishes statutory guarantees for services, including requirements for reasonable care and skill, which must be considered in XLA performance metrics.
Privacy Act 2020: Governs the collection, use, and storage of personal information in the process of measuring and monitoring user experience metrics.
Employment Relations Act 2000: Relevant if the XLA metrics impact employee performance measurement or working conditions, ensuring fair treatment of workers.
Electronic Transactions Act 2002: Particularly relevant for digital experience measurements and electronic execution of the XLA, ensuring electronic transactions have legal validity.
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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