This content applies to a previous version of CARTO
In October 2021 we released a new version of our platform. You can find the latest documentation at docs.carto.com
CARTO Support Packages
Overview
CARTO provides comprehensive support packages designed to help organizations at various stages of using location data. The company offers four tiers: Individual, Standard, Premium, and Elite, each with different service levels and features.
Support Package Comparison
| Feature | Individual | Standard | Premium | Elite |
|---|---|---|---|---|
| Support Access | Email/Phone | |||
| Help & Developer Center | Yes | Yes | Yes | Yes |
| Support Coverage | Business Hours (1 region) | Business Hours (1 region) | Business Hours (2 regions) | 24/7 |
| Customer Success Manager | – | – | Yes | Yes |
| Onboarding | Online | Online | CSM-led | CSM-led |
| Success Plans | – | – | Yes | Yes |
| Value Projects | – | – | Max 10 hrs | Max 30 hrs |
| Quarterly Business Reviews | – | – | Yes | Yes |
| Technical Advising | – | – | Max 40 hrs | Max 80 hrs |
Service Details
Help and Developer Resources: CARTO maintains comprehensive training materials, FAQs, and best practices documentation at their Help Center and Developer Center.
Community Support: Users can access GIS Stack Exchange, a collaborative Q&A platform where the CARTO team regularly monitors the carto tag.
Support Coverage: Business hours span two regions:
- European Region: 9am-6pm CET
- American Region: 8am-5pm EST
Standard and Premium packages select one region; Premium covers both. Elite provides 24/7 support for P1 and P2 issues.
Customer Success Manager: Available for Premium and Elite customers, CSMs provide geospatial expertise and guidance.
Technical Solution Advisor: Available for Premium and Elite tiers, these advisors offer architectural guidance and action plans.
Issue Classification & Response Times
Priority Levels
- P1: Critical; full service unusable
- P2: Significant operational impact
- P3: Limited impact; general questions
Target Response Times (business hours)
| Severity | Individual | Standard | Premium | Elite |
|---|---|---|---|---|
| P1 | 8 hrs | 4 hrs | 2 hrs | 1 hr* |
| P2 | 12 hrs | 6 hrs | 4 hrs | 2 hrs* |
| P3 | 24 hrs | 16 hrs | 8 hrs | 6 hrs |
*Elite P1/P2 response times are in regular hours, not business hours.
Submitting Support Issues
- Individual: support@carto.com
- Enterprise: enterprise-support@carto.com
- Elite: Dedicated email and telephone access