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The Plural Service Level Agreement (SLA) defines the support services that Humanizing Technologies provides to customers who operate humanoid robots or virtual Avatars under a Plural licence. Support services are purchased separately from the main licence, in the form of service packages. This page summarises the key terms. For the full contractual document, contact your Humanizing representative or reach out via support@humanizing.com.

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Service Packages

Three packages are available. Choose the one that matches your deployment type:
Available if your main contract covers one or more of the following robots: Pepper, Temi, or NAO.Base pricing applies to a single robot. Each additional robot incurs an extra charge of 20% on top of the base price.Each package can be booked with or without priority. Choosing the priority variant halves the response and resolution times described below.
Available if your main contract covers one or more virtual Avatars, whether permanently installed on a kiosk or used in a mobile capacity.Base pricing applies to one Avatar. Each fixed (permanently installed) Avatar incurs an extra 20% per installation. Multiple Avatars used in a mobile capacity count as one Avatar in total for pricing purposes.Each package can be booked with or without priority.
Includes everything in the Avatar Package, plus limited hardware support covering:
  • Camera and its settings
  • Microphone and its settings
  • Browser settings
Hardware support does not cover the operating system or the physical device itself. Additional limitations apply when the hardware supplier has restricted customisation options.
Each package can be booked with or without priority.

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Support Tiers

Every package includes three tiers of support:

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Self-Help

Available 24/7, 365 days a year with a guaranteed availability of at least 95% per calendar year. Self-Help resources include:
  • Continuously expanding documentation with AI-assisted (ChatGPT) search and a Knowledge Base
  • In-product update pop-ups and onboarding materials
  • Weekly beginner and advanced webinars — plus access to recordings of all past webinars
  • Humanizing Technologies’ YouTube channel

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General Support

Managed by Humanizing Technologies staff. Available Monday – Friday, 09:00 – 17:00 CET. General Support covers:
  • Contacting HT by telephone, email, or Microsoft Teams (where needed)
  • Technical questions about Avatar, Pepper, Temi, and NAO
  • Hardware issues — HT facilitates communication between you and the manufacturer
  • Software issues related to HT products (Plural, RMS, Remote Control, etc.) — excluding programming tasks

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Advanced Support

Available for Avatar Package and Avatar + Hardware Package only. Delivered during the same support hours as General Support. Advanced Support covers:
  • Collecting and evaluating feature requests
  • Validating, prioritising, and forwarding bugs to the development team for resolution (without a guaranteed time frame)
Advanced Support has no fixed response or resolution SLA. Approximate targets are 8 hours for a first response and 96 hours for resolution.

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Response and Resolution Times

Standard (no priority)Priority
General Support — Response Time8 hours4 hours
General Support — Resolution Time48 hours24 hours
Advanced Support — Response Time~8 hours~8 hours
Advanced Support — Resolution Time~96 hours~96 hours
  • Response Time is measured from the moment Humanizing receives your notification.
  • Resolution Time is measured from the same point.
  • Times apply during service hours only (Monday – Friday, 09:00 – 17:00 CET).
Book the priority variant of your package if fast turnaround is critical to your operations. Priority halves both response and resolution times for General Support.

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Out-of-Hours Support

Additional General and Advanced Support can be provided on Saturdays, Sundays, and public holidays on request, with a minimum of 2 weeks’ notice. Additional charges apply for out-of-hours support.

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Support Hours at a Glance

DayHours (CET)
Monday – Friday09:00 – 17:00
SaturdayOn request (2 weeks’ notice)
SundayOn request (2 weeks’ notice)
Public holidaysOn request (2 weeks’ notice)

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How Tickets Work

Humanizing assigns a unique ticket number to every support request. You can ask for a status update on any open ticket at any time by referencing the ticket number when you contact support.

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Customer Responsibilities

To ensure timely support, you are expected to:
  • Describe the issue clearly, including all steps that led to the problem.
  • Provide your project name and account email address.
  • Attach screenshots or photos where relevant.
  • Attempt the relevant self-help and FAQ steps before raising a ticket.
  • Ensure your main contract and robot/Avatar licences are current.

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Download the Full SLA

The full contractual SLA document — including all legal clauses, liability provisions, and force majeure definitions — is available from your Humanizing account manager. Contact support@humanizing.com to request a copy.