CARTO Support FAQs

Regions and Hours

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

For customers outside these regions, select the region with the largest business hour overlap with yours. Those needing full coverage should consider an Elite Support Package offering 24/7 support.

What is the difference between Business Hours and Hours?

“Business hours” represent CARTO Support’s operational hours within coverage regions, while “Hours” means round-the-clock availability (24/7/365).

What if we need more Advising Services than available?

Contact a Customer Success Manager at customer-success@carto.com or your Account Executive to discuss upgrading your support tier.

Plans

Who handles upgrading Support Packages?

Reach out to customer-success@carto.com or your Account Executive to discuss moving to a higher support level.

How do Premium/Elite customers access Technical Advising Services?

Contact your dedicated Customer Success Manager to discuss your needs; they’ll submit your request to a Technical Solution Advisor.

What’s included in Premium/Elite Package onboarding?

Customers receive onboarding led by a Customer Success Manager, featuring a live kickoff session covering implementation review, goal alignment, success criteria definition, and a “First Value Project” with step-by-step guidance.

What support options exist for Free and Individual accounts?

All users access CARTO’s Help Center, Developer Center, and GIS Stack Exchange. Individual accounts include basic email support at support@carto.com.