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.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% |
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 |
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
Recovery Objectives
| Metric | Commitment |
|---|---|
| Recovery Time Objective (RTO) | < 2 hours for core infra |
| Recovery Point Objective (RPO) | ≤ 15 minutes of data loss |
Enterprise SLAs
For enterprise clients, we offer a formal SLA covering:- Guaranteed uptime
- Custom support channels
- Escalation workflows
- Performance KPIs