SLA Commitments

Antei’s approach to service level expectations, availability targets, and incident response.

SLA Commitments

Antei is committed to delivering a reliable and secure platform for indirect tax compliance. While formal SLAs are offered to enterprise customers, the following reflects our standard service guarantees.

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Uptime Commitment

Service Component	Target Uptime
Application APIs	99.9%
Cloudflare Workers	99.9%
Retool UI	99.5%
Data Sync Jobs	99.9%
File Storage (R2)	99.9%

All uptime metrics are calculated monthly and exclude planned maintenance windows.

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Incident Response

Severity Level	Description	Initial Response Time
Critical	Major outage or security risk	< 1 hour
High	Core feature degraded, but no data loss	< 4 hours
Medium	Intermittent or non-blocking issue	< 24 hours
Low	Minor UI or documentation issue	< 48 hours

All incidents are logged and made available to affected customers upon request.

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Data Sync Timelines

• Webhook-based Syncs: Near real-time (within 30 seconds)
• Scheduled Jobs: Typically run every 1 hour
• Manual Triggers: User-initiated syncs start within 30 seconds

Failures are retried using exponential backoff with logging for visibility.

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Recovery Objectives

Metric	Commitment
Recovery Time Objective (RTO)	< 2 hours for core infra
Recovery Point Objective (RPO)	≤ 15 minutes of data loss

Applies to platform-level disruptions. Does not include customer-originated deletion events.

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Enterprise SLAs

For enterprise clients, we offer a formal SLA covering:

• Guaranteed uptime
• Custom support channels
• Escalation workflows
• Performance KPIs

Contact [e-mail] for more information.

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Next Steps

• → Architecture Overview
• → Status Monitoring
• → Audit Logs