> ## Documentation Index
> Fetch the complete documentation index at: https://support.humanizing.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Plural Service Level Agreement (SLA) Overview
> Summary of Plural SLA service packages, support tiers, response and resolution times, support hours, and customer responsibilities.
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](mailto:support@humanizing.com).
## 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**.
## Support Tiers
Every package includes three tiers of support:
### 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
### 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**
### 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.
## Response and Resolution Times
| | Standard (no priority) | Priority |
| -------------------------------------- | ---------------------- | ---------- |
| **General Support — Response Time** | 8 hours | 4 hours |
| **General Support — Resolution Time** | 48 hours | 24 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.
## 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.
## Support Hours at a Glance
| Day | Hours (CET) |
| --------------- | ---------------------------- |
| Monday – Friday | 09:00 – 17:00 |
| Saturday | On request (2 weeks' notice) |
| Sunday | On request (2 weeks' notice) |
| Public holidays | On request (2 weeks' notice) |
## 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.
## 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.
## 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](mailto:support@humanizing.com) to request a copy.