Support & Service Level Agreement (SLA)

At tchop, we’re committed to providing a reliable, high-performing service you can count on. Our Service Level Agreement (SLA) outlines the level of support, availability, and performance you can expect from us as your technology partner. This document explains our uptime commitments, response times, and what actions we take to ensure a smooth, stable experience for you and your users.

Summary services

High Availability

• ≥ 99.9% monthly availability

• Real-world uptime usually exceeds these benchmarks (last year we ahve achieve 99.99%)

Coverage of Core Functions

• Continuous access to the API for content delivery to native apps

• Reliable backend platform for creating, editing, and publishing content

• Consistent performance and updates of native apps on iOS and Android

Maintenance windows

• Planned maintenance typically occurs between 22:00–24:00 CET.

• Admins are notified 3 business days in advance for maintenance outside these times

• Usually updates and maintenance don't cause or require any downtime

Ongoing app support

• Regular app updates (usually every 2 months) provided via Apple App Store and Google Play

• Critical issues are resolved with expedited “hot fix” releases when needed

Support & Communication Channels

• Email support via: support@tchop.io

• Chat support for admins&editors via our dashboard

• Support hotline 24/7

• Personal contact person

Incident Management Workflow

1. Incident report (with full details)

2. Central registration with a ticket ID

3. Joint priority classification

4. Diagnosis and resolution

Priority Levels & Response Times

• Priority 1 (Critical): Response within 45mins (workdays 8.30–18h), max 3h outside

• Priority 2 (Major issue): Response within 1h (workdays), 6h outside.

• Priority 3 (Minor/Improvement): Response within 1 workday (Mon–Fri).

Capacity Monitoring

• Continuous tracking of server load, database activity, and API usage

• We guarantee response time on our core API of at least 300ms for 90% median per hour

• Our platform can handle loads of up to 2k requests per second

• Resources are proactively scaled when limits are reached

Annual Service Reporting

• Includes service level achievements, support ticket overview, and qualitative feedback

• On request we do share charts and KPIs from our Grafana Dashboards

Attachment

Our full SLA, which we are happy to send on request to anyone interested, is a standard attachment to our platform licence agreement.

This reflects our commitment to delivering a stable, high-performance platform that you can rely on—day in, day out. From fast response times and proactive monitoring to regular updates and transparent communication, we’re here to make sure your experience with tchop is seamless and supported at every step.

If you have any questions about our SLA or need further clarification, feel free to reach out to our support team anytime at support@tchop.io.

We've got you covered.