Expert IoT support for uninterrupted connectivity
When it comes to connectivity, time is of the essence. Hologram's Support team is here to ensure your operations continue running without a hitch.
There’s no time for downtime. Hologram offers 24/7 customer support coverage in our Personalized plan – with guaranteed SLAs and real-time communication channels.
Get more than basic troubleshooting. Our expert support team has decades of connectivity experience, tapping into hardware, firmware, and device knowledge to deliver fast answers.
With Hologram, you can choose the support plan that’s best for your business and the needs of your IoT deployment.
Support access by plan
| Developer | Production | Business | Personalized | |
|---|---|---|---|---|
| Price per month | Free | Greater of 4% of monthly spend or $250 | Greater of 6% of monthly spend or $1,500 | Greater of 8% of monthly spend or $5,000 |
| P1 guaranteed response time | — | 4 hours | 2 hours | 1 hour |
| P2 guaranteed response time | — | 8 hours | 4 hours | 2 hours |
| P3 guaranteed response time | — | 24 hours | 8 hours | 3 hours |
| Help Center access | ||||
| Web and email support | ||||
| Chat support | — | |||
| Phone support | — | — | ||
| Solutions Engineer | — | — | — | |
| Quarterly status review | — | — | — |
We're ready to work with you
Find the best support plan for your business and learn why customers love Hologram's Support.
See more details on the scope of support and priority level information.
Support Credits
If Hologram's average response time in a calendar month for a priority level exceeds such priority level’s corresponding guaranteed response time for the applicable support plan (each, a “Missed Guaranteed Response Time”), you are eligible for a credit equal to the amount paid for the applicable support plan for such calendar month (each, a “Support Credit”). In order to receive a Support Credit, you must notify Hologram of eligibility by creating a support ticket with Hologram Customer Support at https://support.hologram.io/hc/en-us/requests/new. The support ticket must be received by Hologram within thirty (30) days from the last day of the calendar month in which a Missed Guaranteed Response Time occurs. The Support Credit is Hologram's sole and entire liability to you, and your sole and exclusive remedy, for any Missed Guaranteed Response Times. Any Support Credits will be applied to your account and are not available in the form of refunds.
Exclusions
These support plans and terms do not apply to alpha, beta, not generally available, limited release, or developer preview products and services or services provided by telecommunications providers.
Updates
Hologram may update these support plans and terms from time to time.