Support

Get support from the CARTO team

Enterprise CARTO customers have access to the CARTO Support team via a dedicated email address: [e-mail]. When contacting the Support team, providing the information described below will allow more agile communication and speed up problem resolution. Please, take into account that the information required by our Support team depends on your deployment method:

• A video capture of the error (a GIF format is preferred to a static image)

• A .har file + screen capture of the web browser's developer tools console. You can find some information on how to generate this file in the following link.

• CARTO support bundle

Obtain support bundle for support from CARTO Self-hosted

From your installation Admin Console, you can obtain a support bundle with all the information needed by our team. This support bundle will automatically obtain all the logs from your containers and all the details required while troubleshooting.

In order to generate a support bundle, you'll have to navigate to the Troubleshoot tab and click on the 'Analyze CARTO' button:

This action will trigger a process that collects all the information about your CARTO Self-Hosted platform, so it's expected that it takes some minutes to finish. Once the report has been generated, you'll be able to check if the support bundle detected any issue on your deployment:

In case you don't see any issue in the report, you'll be able to download it in order to share it with CARTO Support team by clicking in the 'Download bundle' button that appears in the top right corner of the page.

Technical Support tiers and SLA's

The different support packages available for a CARTO customer are described here.

A guide for severity classification of issues is available here.

SLA's and target response time are detailed here.