Get debug information for Support (Kots)

For CARTO Self-hosted using Kots

This documentation only applies to Advanced Orchestrated container deployments using Kubernetes and Kots.

Enterprise CARTO customers have access to the CARTO Support team via a dedicated email address: [email protected].

1. Information to provide

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 generated by the support bundle tool or logs of the CARTO installation.

2. Enable DEBUG mode

Please, enable the CARTO Self-Hosted debug mode before generating the support bundle or getting the logs from your CARTO Self-hosted installation. You can find more information about how to do it in this section.

3. Obtain support bundle for support from CARTO Self-hosted

If you're using the legacy installation method of CARTO Self-Hosted, please check in the following link how to collect the logs from CARTO Self-Hosted to share them with CARTO Support team.

You'll have to refer to the previous link if you've installed CARTO using:

• Single VM deployment using Docker Compose

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.

4. 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.