Hologram's scope of support

What can Hologram help with?

Note: For professional services inquiries, contact support@hologram.io.

Area	In scope	Out of scope
Network data	Hologram receives metadata and reports usage in Dashboard and API.	Hologram cannot see data content or device-level activity.
Connectivity	Hologram controls connectivity for Hologram SIMs.	Hologram cannot control device settings or operator selection; use your device manual.
Modem diagnostics	Hologram reviews diagnostics you submit.	Hologram cannot remote into devices to retrieve or change settings.
Data usage	Hologram records and exposes usage via Dashboard and API.	Refunds or investigations for high usage not caused by identified issues.
Support SLAs	Based on time to first response.	SLAs are not based on full resolution time.
Device support	Guidance to relevant IoT docs and concepts.	Training on third-party devices or coding support for deployments.

Note: Premium Support plans include priority handling. See Support plans on the website for details. Contact sales to upgrade.