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This documentation is for the CARTO Self-Hosted Legacy Version. Use only if you've installed this specific version. Explore our latest documentation for updated features.
Enterprise CARTO customers have access to the CARTO Support team via a dedicated email address: . 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 .
Logs of the CARTO installation
If CARTO platform is deployed using Docker Compose, the following information will be required:
Status of the containers. Run docker-compose ps from the deployment folder
Logs of the containers. Run docker-compose logs -t > /tmp/carto.logs
from the deployment folder and attach the /tmp/carto.logs file in your email.
The different support packages available for a CARTO customer are described .
A guide for severity classification of issues is available .
SLA's and target response time are detailed .