The SLA engagement model is a time and materials agreement. This is a popular engagement model for clients in need of occasional development services. SLAs are most commonly provided following the delivery of an application for ongoing technical support and modifications. The majority of Red Hawk clients establish an SLA following the delivery of fixed bid projects.
While detailed documentation and clean and well commented code is a staple at Red Hawk, many of our clients prefer to have our experts continue to provide support services when needed rather than adding more demand on internal IT staff. The SLA is a better option than the Retainer if requirements for support and/or modifications are infrequent.