Support SLA
This support SLA applies to every Guenov Labs app, including ClientLens for Jira.
Support hours
Monday–Friday, excluding public holidays (EET, UTC+2/+3).
Response targets
We aim to acknowledge support requests within the following targets, measured during support hours:
| Severity | Description | Target first response |
|---|---|---|
| High | App is unusable or a security issue affecting most users | 1 business day |
| Normal | A feature isn't working as expected; a workaround may exist | 2 business days |
| Low | Question, minor issue, or feature request | 3 business days |
These are first-response targets — the time to a human reply, not to a full resolution. Resolution time depends on the nature of the issue.
What we commit to
- Acknowledging every request within the targets above.
- Keeping you informed on progress for High and Normal issues until resolved.
- Prioritizing security issues and data-affecting bugs.
How to reach support
Email support@guenov.dev with your Atlassian site URL, a description of the issue, and steps to reproduce it where possible.
We may update this SLA; the effective date reflects the current version.
Provider: Guenov Labs (Andrey Guenov). Effective: July 12, 2026. Applies to the ClientLens for Jira Marketplace app. Contact: support@guenov.dev.
Scope and limitations
- ClientLens runs on Atlassian's Forge platform. Platform availability, uptime, and infrastructure are governed by Atlassian's own service commitments, not this SLA.
- This SLA covers support responsiveness for the ClientLens app. It does not guarantee specific resolution times, feature delivery, or uninterrupted availability.
- Targets apply during the support hours stated above.