Get debug information for Support (Helm)
For CARTO Self-hosted using Kubernetes and Helm
This documentation only applies to advanced Orchestrated container deployments using Kubernetes and Helm
Enterprise CARTO customers have access to the CARTO Support team via a dedicated email address: enterprise-support@carto.com. 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 generated by the support bundle tool or logs of the CARTO installation
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.
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.
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