<p>The relationship between the clients and XL Outsourcing Limited is always governed by Service Level Agreements (SLA) which includes performance targets, rewards and sanctions for deviation as well as other conditions that enable on-going tracking and management of service performance against agreed service levels. Within XL Outsourcing Limited, all internal operations are driven by internal Service Agreements between the component departments and the Centre. Specifically, the SLA defines:<br />
<ul>
<li>1: The roles and responsibilities of the client and XL Outsourcing Limited.</li>
<li>2: The formal touch points between the client and XL Outsourcing Limited.</li>
<li>3: A reporting structure and review process that allow changes to the performance targets and continuous improvements on service levels.</li>
</ul>
