Support & Scale
Long-term partnership, not a handover and a wave.
Software doesn't stop needing attention when it ships. Traffic grows, dependencies age, and the roadmap keeps moving. We stay on as the team that already knows why a decision was made two years ago, with response times you can put in a contract and a backlog that's prioritized against your actual business, not a generic maintenance checklist.
What's included
SLAs & on-call
Defined response times for defined severities, with an on-call rotation that answers — not a ticket that sits until someone remembers it exists.
Iterative roadmapping
Quarterly planning that weighs new features against technical debt honestly, so the backlog doesn't quietly become all debt or all features.
Scaling engineering
The unglamorous work of making a system handle 10x the load — load testing, caching, database tuning — done ahead of the traffic spike, not during it.
Team continuity
The engineers who built your system stay on it. No re-onboarding a new team every time something breaks at 2am.
Frequently asked
What counts as an incident under your SLA?
We define severity tiers with you before the engagement starts — a full outage gets a different response time than a degraded but functioning feature. It's written into the agreement, not left to interpretation when something's actually on fire.
Can we bring support work in-house later without it being painful?
Yes — we document as we go specifically so that's a real option, not a lock-in disguised as a partnership. If you want to build an internal team, we'll hand over a system a new hire can actually understand.
Do you only support systems Chopa originally built?
Most of our support clients are systems we built, but we do take on existing codebases — after an audit, so we're not signing an SLA against a system we don't understand yet.