Support Service Level Agreement

Support hours

Standard ChangeLens support hours are Monday through Friday, 11:00 AM to 7:00 PM Central Time, excluding U.S. federal holidays.

How to contact support

Email [email protected] or use the ChangeLens Support page. Please include the Jira work-item key, a description of the issue, expected behavior, actual behavior, and screenshots when useful.

Initial response targets

• Critical: ChangeLens is broadly unavailable or a suspected security incident materially affects the app. Target initial response: within 4 business hours.
• High: A core ChangeLens feature is unavailable for a customer and there is no reasonable workaround. Target initial response: within 1 business day.
• Standard: General questions, minor defects, display issues, feature requests, or issues with an available workaround. Target initial response: within 2 business days.

Resolution timing

Resolution times vary based on issue complexity, reproducibility, Jira or Atlassian platform dependencies, and whether a product update is required. MintedTools does not guarantee a specific resolution time, but we will provide status updates for unresolved Critical and High issues when material progress is available.

Atlassian platform incidents

ChangeLens runs on Atlassian Forge and depends on Jira and Atlassian services. Incidents caused by Atlassian platform outages, API availability, or third-party dependencies outside MintedTools' control are not subject to a guaranteed resolution time by MintedTools.

Security issues

Potential security issues should be reported to [email protected] with enough information to investigate. Please avoid sending unnecessary confidential Jira content.

Changes to this SLA

MintedTools may update these support terms as ChangeLens evolves. Material changes will be reflected on this page with a revised effective date.

Effective date: September 18, 2026.