Hologram Support priority levels - Hologram Documentation

What are Hologram Support priority levels?

Priority levels help route and resolve issues based on urgency and impact.

Priority level	Classification	Description
P1	Business critical	This status is for production applications only. It indicates a total or near-total loss of service, or a major feature being completely unavailable, with no workaround available. It does not cover development issues, staging environment problems, or issues limited to a small number of devices.
P2	Degraded service	Covers intermittent connectivity or performance issues affecting a meaningful portion of your deployment. A workaround may be available, but the impact remains significant. It does not include development issues or staging environment problems.
P3	Limited issue	Covers isolated or lower-impact issues affecting a small portion of your deployment, typically with a workaround available. May also include billing or account questions that affect active service.
P4	General inquiry	Covers product questions, feature requests, general account or billing inquiries, and other non-urgent requests that don’t affect service.

Note: Premium Support plans include priority handling. See Support plans on the website for details.