What are Hologram Support priority levels?
Priority levels 1, 2, and 3 are utilized by Hologram Support to effectively prioritize and address customer inquiries based on their urgency and impact. These levels enable our team to allocate resources efficiently, ensuring that critical issues receive prompt attention and resolution.
By choosing a Support level with these priority levels, we can tailor our assistance to your specific needs and make sure we respond to your questions in timely manner.
How do I know which priority level to pick?
- First, check Hologram's status page to determine if the issue is reported as business critical as Priority 1, or P1
- If the issue is related to a reduced service quality coming from Hologram's network, that is classified as Priority 2, or P2.
- All other issues are classified as Priority 3, or P3.
We ask that you set your priority level when submitting a ticket. If you don't choose a priority level, it will default to P3. Hologram reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. For example, we commonly reclassify tickets submitted at Priority 1 when the request is for a non-production setup issue or how to question. Hologram team members may also increase the priority level if the situation is deemed to be more urgent than originally reported.