Our relationship with our customers is governed by Service Level Agreements (SLA) which includes performance standards and targets, rewards and sanctions as well as other conditions that enable on-going tracking and management of services performance against agreed service level.

With XL, our diverse internal operations are governed by internal service level agreements between the component units and departments and the XL Management Services Limited.

Specifically our SLAs will define:

• The role and responsibilities for the client and XL Management Services Limited    respectively.

• The formal inter face and our services touch points between the Client and XL    Management Services Limited.

• A reporting structure and review process that will allow changes to performance    targets and continuous improvements towards the achievement of identified    targets or milestones.