Owner: Multibook Philippines Inc. · Version 1.2 · Last reviewed 2026-10-20 · Reviewed annually. This SLA forms part of the Terms of Service. Where documents conflict, the order is: (1) a signed agreement; (2) the order form; (3) the Data Processing Addendum, for matters concerning personal data; (4) this Service Level Agreement; (5) the Terms of Service.
Availability
- Availability target: 99.5% monthly (excluding scheduled maintenance announced in advance). This is a target, not a guarantee. No service credits or refunds apply for downtime unless a signed agreement provides for them.
- Monitoring: independent third-party uptime monitoring with a public status page (UptimeRobot) covering all ANTE services — stats.uptimerobot.com/y5XpHUkIkA.
Support
- Channels: in-app support tickets and email to support@ante.work. Requests from Pro and Enterprise customers are handled ahead of Basic requests.
- Hours: Monday–Friday business hours (UTC+8, Philippine time). Emergency / service-down issues are also handled outside business hours (evenings/weekends) as capacity allows.
- First-response target: within 4 business hours for standard requests, as a target; service-down emergencies are responded to as soon as possible, including outside business hours.
Incident response & recovery
- Data recovery (RPO): up to 24 hours — databases are backed up daily (encrypted at rest, off-server in DigitalOcean Spaces in Singapore, 30-day retention), so at most one day of data is at risk in a worst-case restore.
- Recovery time (RTO): We do not commit to a fixed recovery time (RTO). Restoring service is our top priority during an incident, and we keep customers informed through the status page and email.
Maintenance
Planned maintenance that may affect availability is announced in advance and scheduled outside the customer’s core hours where practical.
Termination notice
If we discontinue the service generally, we will give at least 90 days’ written notice and refund prepaid fees for the period after discontinuation.
Operational reporting
Availability and access reports are provided to the customer on request.