CARTO can be installed on a local server, or set of servers, either directly or using our commercial installer.

Support

Enterprise support

If you are going to use CARTO Builder in production you will greatly benefit from our technical expertise and complete knowledge about the product and how the different components behave and interact with each other.

We can help with your CARTO on-premises integration in different ways.

Scope meeting

One of our account executives will meet with you in order to understand well how CARTO On-premises enterprise can make the most of it in your organization. We will:

  • Understand your use case and try to guide you through the different details of CARTO On-premises. This will also especially helpful to try to dimension the architecture that will be more suitable for your needs
  • Try to gather all technical information possible about your platform so we can prepare well the installation process and discuss with you any unexpected challenge.
  • Introduce the different stakeholders, points of contact for business and IT issues on both sides

Technical meeting

During this meeting, we will take all the information we have gathered from previous conversations and we will build a requirements document. The goal is to have everyone fully aligned with the technical requirements, expectations and times. This step is important because it will be the preparation for the CARTO On-premises release in your organization.

We will also discuss the times when the installation will take place so we can be as helpful as possible, either if you install the product by yourself or we fully or partially participate in the process.

Installation

Our goal is to build a product that is easy to understand, to install and to maintain. One of the biggest benefits of CARTO On-premises Enterprise vs Community is all the guides, knowledge and support we share with our clients to help them maintain by themselves a production CARTO platform.

We will support our clients during the installation process. Also, if during previous conversations, it’s decided that hands-on support is required we can lead the installation process and leave the environment ready with the help of the client.

Post-installation support

We offer highly technical support to all our enterprise clients. As per your account Terms of Service, you have access to enterprise-level support through CARTO’s support representatives available at onpremise-support@carto.com

In order to speed up the resolution of your issue, provide as much information as possible (even if it is a link from community support). This allows our engineers to investigate your problem as soon as possible.

Community support

A big part of our platform is built on top of Open Source products. We believe in developing and sharing Open Source code with the community. Because of this, it’s also possible for everyone to download and contribute to CARTO code.

Community support on GIS Stack Exchange

GIS Stack Exchange is the most popular community in the geospatial industry. This is a collaboratively-edited question and answer site for geospatial programmers and technicians. It is a fantastic resource for asking technical questions about developing and maintaining your application.

When posting a new question, please consider the following:

  • Read the GIS Stack Exchange help and how to ask pages for guidelines and tips for posting questions.
  • Be very clear about your question on the subject. A clear explanation helps those trying to answer your question, as well as those who may be looking for information in the future.
  • Be informative in your post. Details, code snippets, logs, screenshots, etc. help others to understand your problem.
  • Use code that demonstrates the problem. It is very hard to debug errors without sample code to reproduce the problem.