> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hologram.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Hologram Support priority levels

> Understand P1, P2, and P3 support priorities and how to choose the right level.

## 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 loss of service or a major feature being completely unavailable, with no workaround. It does not cover development issues or staging environment problems. |
| **P2**         | **Degraded service**  | Covers intermittent issues and reduced service quality. A workaround might be available. It does not include development issues or staging environment problems.                                                                 |
| **P3**         | **General issue**     | Encompasses product questions, feature requests, and development issues.                                                                                                                                                         |

<Note>
  **Note:** Premium Support plans include priority handling. See Support plans on the website for details.
</Note>

## How to pick a priority level

<Steps>
  <Step title="Check current incidents">
    Review the status page to see if there is an active incident.

    <Card title="Status page" href="https://status.hologram.io" horizontal />
  </Step>

  <Step title="Classify the impact">
    * **P1 (Priority 1):** Business-critical outage attributable to Hologram services.
    * **P2 (Priority 2):** Reduced service quality attributable to Hologram services.
    * **P3 (Priority 3):** All other issues.
  </Step>

  <Step title="Submit a ticket with priority">
    When opening a ticket, select the priority. If not set, it defaults to P3. Hologram may reclassify to ensure accurate handling.

    <Card title="Submit a support ticket" href="/guides/get-started/contact-support" horizontal />
  </Step>
</Steps>