What can Hologram help with?
At Hologram, we are committed to providing exceptional technical support within our defined scope of services. Our dedicated team is equipped to assist you with troubleshooting, configuration, and guidance related to Hologram's core functionalities and features. However, it's important to note that any requests falling outside this scope may be considered custom professional services and may require an additional fee. Hologram provides comprehensive support within our established boundaries we describe below so that we can provide a seamless experience for our customers.
Note: If you are interested in professional services please reach out to support@hologram.io.
Support expected as a Hologram customer:
| Network data |
✅ Hologram does receive metadata including data usage information from carrier partners and reports this in the Hologram Dashboard and REST API. 🚫 Hologram cannot see the content or types of data passed, or device-level activity. |
| Connectivity |
✅ Hologram can control connectivity to the network for Hologram SIMs in IoT devices. 🚫 Hologram cannot control device-level settings or networks chosen by an IoT device by default. If you are interested in granular network selection or PLMN changes please contact your account rep. |
| Modem diagnostics |
✅ Hologram can review modem diagnostics you provide our teams. 🚫 Hologram cannot remote into devices and update settings or retrieve diagnostics. |
| Data usage |
✅ Hologram does save data usage information and make it available in the Hologram Dashboard and REST API. Data is highly regulated and is not misreported. 🚫 Hologram does not refund or investigate high data usage that is not the result of an identified issue. |
| Support SLAs |
✅ Hologram SLAs are based on time to first response. 🚫 Hologram SLAs are not based on full resolution time. |
| Device support |
✅ Hologram can point you in the right direction for help regarding IoT concepts and device documentation. 🚫 Hologram does not provide training regarding basic operations of your 3rd-party devices or coding support for your deployment. |
You may also refer to our Terms of Use.