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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 ComponentTarget Uptime
Application APIs99.9%
Cloudflare Workers99.9%
Retool UI99.5%
Data Sync Jobs99.9%
File Storage (R2)99.9%
All uptime metrics are calculated monthly and exclude planned maintenance windows.

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Incident Response

Severity LevelDescriptionInitial Response Time
CriticalMajor outage or security risk< 1 hour
HighCore feature degraded, but no data loss< 4 hours
MediumIntermittent or non-blocking issue< 24 hours
LowMinor 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

MetricCommitment
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 support@antei.com for more information.

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Next Steps