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CARTO Support FAQs

Frequently Asked Questions about Support.

If you’re unsure which kind of support we provide, you’ve come to the right place. Here you’ll learn about all of the common questions concerning customer support. Here to help! :heart:

:earth_africa:Regions and Hours

What support coverage is available for customers not in the 2 regions listed (North America and Europe)?

For customers outside of North America and Europe, it is suggested that you select the region(s) with largest overlap with the business hours in your region. If full support coverage during your business hours is needed, you should consider an Elite Support Package which provides 24/7 support to any customer.

What is the difference between Business Hours and Hours?

“Business hours” are CARTO Support’s hours of operation relative to the regions of coverage. “Hours,” on the other hand, means any hour of the day (24/7/365).

Is all assistance or work done through Advisory Services the same in terms of units per hour?

No. Certain more specialized services – for example, by our data science team or our on-premise specialists – require 1.5 units per hour. Other advisory services are one unit per hour.

What can I do if we want assistance or new work done but all our Advising Services units are finished or are not enough to cover the work we desire?

Contact your Customer Success Manager about purchasing additional units for Advisory Services. You can reach CARTO Customer Success at customer-success@carto.com or you can contact your dedicated Customer Success Manager if you have a Premium or Elite Support Package.

:evergreen_tree:Plans

Who do we speak with if we want to move to a higher level of Support Package?

You can contact a Customer Success Manager at customer-success@carto.com or your Account Executive with about your interest in having a higher level of Support Package.

If we have an Elite Package, who do we contact first if we have a technical question or want technical guidance?

For customers with an Elite Support Package, you can contact your dedicated Customer Success Manager who can help determine if she/he can address the issue or whether another expert at CARTO is needed such as a Technical Solution Advisor.

What if other customers without an Elite Package have a technical question or want technical guidance?

For customers with a Premium Support Package, please contact your dedicated Customer Success Manager for any such technical issues, and she/he will help determine who is best to address the issue.

What does onboarding include, for customers that have Premium and Elite Support Packages?

Customers with Premium and Elite Support Packages benefit from an onboarding process led by a Customer Success Manager (CSM). As part of this, a customer will have a live kickoff session led by our CSM. This is the first activity in our onboarding methodology where the CSM and customer team: review the CARTO implementation, review goals, define onboarding success criteria, define a First Value Project, confirm the frequency of check-ins and other team meetings, and schedule initial trainings.

For the First Value Project, your CSM will work closely with you to identify an initial project for which CARTO’s location intelligence products can be put to use and start generating value. You will get step-by-step implementation guidance during the project which will also serve you as introductory training to our technology.

:woman_student:Students

What support options exist for students, free, and pro accounts?

Students and educators can receive free single-seat accounts through the Github Student Developer Pack. Information about this is available at: https://education.github.com/pack. Other members of the community (for example, small non-profit organizations) may contact CARTO’s sales organization to discuss non-enterprise access to CARTO.

Users can also take advantage of CARTO’s Help Center, Developer Center, and GIS Stack Exchange which all have a wealth of great documentation and information.

Tip: If you ask a question on Stack Exchange, apply the carto tag before posting your question.