> ## Documentation Index
> Fetch the complete documentation index at: https://docs.antei.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Commitments

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

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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.

***

## 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.

***

## 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.

***

## 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.

***

## 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.

***

## Enterprise SLAs

For enterprise clients, we offer a formal SLA covering:

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

Contact [support@antei.com](mailto:support@antei.com) for more information.

***

## Next Steps

* [→ Architecture Overview](/trust-center/Infrastructure%20&%20Availability/architecture-overview)
* [→ Status Monitoring](/trust-center/Infrastructure%20&%20Availability/status-monitoring)
* [→ Audit Logs](/trust-center/Security/audit-logs)