[Spooky23]

I've been on the other side of that scenario.

In our case, we bought a license for the software + source code and hosted it in our data center. We paid for maintenance and a support agreement that included a fixed number of hours for break/fix and new features.

Worked pretty well.

[agopaul]

Support SLA is pretty common in enterprise, but what do you mean with "new features"? Did you put SLA also on features development?

[Spooky23]

With that arrangement, so we basically bought a bucket of use it or lose it hours that could be used for anything. That included enhancements to the software.

It sounds wasteful, but because it was a two-man the cost was low relative to value.