Your outsourcing contract needs XLAs, not just SLAs

I’ve lost count of how many clients have called frustrated, not because their managed services provider (MSP) was missing SLAs, but because meeting every SLA still wasn’t helping employees do their jobs. Tickets close on time, uptime stays above target, and scorecards are green across the board yet employees remain frustrated by broken processes, recurring issues, and support that feels transactional instead of useful. The help desk resolves tickets quickly without solving underlying problems, s