[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.