Service Level Agreement
Last Updated: March 2026
This page describes the support response time targets for Lens, a Project Portfolio Management tool for Jira Cloud by Human Renaissance Corporation.
Severity Levels
Section titled “Severity Levels”| Severity | Definition |
|---|---|
| Critical (S1) | Lens is completely unavailable or a core function is inoperable with no workaround, affecting all or substantially all users |
| High (S2) | A major feature is significantly impaired or unavailable with no reasonable workaround |
| Medium (S3) | A feature is impaired but a reasonable workaround exists, or the issue affects a limited number of users |
| Low (S4) | Minor issues, cosmetic defects, or general questions |
Response Time Targets
Section titled “Response Time Targets”| Severity | Target Response Time |
|---|---|
| Critical (S1) | 48 hours |
| High (S2) | 3 business days |
| Medium (S3) | 5 business days |
| Low (S4) | 10 business days |
Business days are Monday through Friday, excluding U.S. federal holidays.
Response time is measured from when a support request is received to when we send an initial acknowledgment.