Carbon GPT offers multiple support channels to ensure you can get the help you need, when you need it. This guide outlines the available support options and how to use them effectively.
In-App Support
AI Assistant
The AI Assistant is available throughout the Carbon GPT platform and provides immediate help with:
- Answering questions about carbon accounting concepts
- Providing guidance on how to use platform features
- Troubleshooting common issues
- Suggesting best practices and optimization tips
How to access: Click the AI Assistant icon in the navigation bar or use the "/" command in any text field.
Availability: 24/7
Response time: Immediate
Contextual Help
Contextual help provides information specific to the feature or page you're currently using.
How to access: Click the "?" icon next to feature headings or field labels.
Availability: 24/7
Response time: Immediate
Guided Tours
Interactive walkthroughs of key features and workflows.
How to access: Click "Take a Tour" in the help menu or when prompted for new features.
Availability: 24/7
Response time: Immediate
Self-Service Resources
Knowledge Base
Our comprehensive documentation includes:
- Getting started guides
- Feature documentation
- Best practices
- Troubleshooting guides
- FAQs
- Video tutorials
How to access: Visit docs.carbongpt.ai or click "Documentation" in the help menu.
Availability: 24/7
Response time: Immediate
Community Forum
Connect with other Carbon GPT users to:
- Share best practices
- Discuss implementation strategies
- Get advice from peers
- Share custom solutions
- Stay updated on product news
How to access: Visit community.carbongpt.ai or click "Community" in the help menu.
Availability: 24/7
Response time: Varies (community-based)
Training Resources
Self-paced learning materials including:
- Video tutorials
- Interactive courses
- Certification programs
- Webinar recordings
- Implementation guides
How to access: Visit learn.carbongpt.ai or click "Training" in the help menu.
Availability: 24/7
Response time: Immediate
Direct Support
Email Support
General support for all subscription tiers.
How to access: Email support@carbongpt.ai or use the "Contact Support" form in the help menu.
Availability: Monday-Friday, 9am-6pm in your local time zone
Response time:
- Critical issues: Within 4 business hours
- High priority: Within 8 business hours
- Medium priority: Within 1 business day
- Low priority: Within 2 business days
Live Chat
Real-time assistance for Professional and Enterprise plans.
How to access: Click the chat icon in the bottom right corner of the platform.
Availability: Monday-Friday, 9am-6pm in your local time zone
Response time: Typically within 5 minutes during business hours
Support Tickets
Structured support request system for tracking issues to resolution.
How to access: Click "Submit a Ticket" in the help menu or visit support.carbongpt.ai.
Availability: 24/7 for submission; responses during business hours
Response time: Same as email support, based on priority level
Phone Support
Direct phone support for Enterprise customers.
How to access: Call your dedicated support number or schedule a call through the support portal.
Availability: Monday-Friday, 9am-6pm in your local time zone
Response time: Scheduled calls or within 2 hours for urgent issues
Premium Support
Dedicated Customer Success Manager
Enterprise customers receive a dedicated Customer Success Manager (CSM) who provides:
- Personalized onboarding and implementation support
- Regular check-ins and progress reviews
- Strategic guidance for your carbon management program
- Escalation management for critical issues
- Quarterly business reviews
How to access: Enterprise customers are assigned a CSM during onboarding.
Availability: Business hours, with extended availability for scheduled meetings
Response time: Within 1 business day, with faster response for urgent matters
Technical Account Manager
Available as an add-on for Enterprise customers, a Technical Account Manager (TAM) provides:
- Deep technical expertise and guidance
- Advanced integration support
- Custom solution development assistance
- Performance optimization
- Priority issue resolution
How to access: Contact your Customer Success Manager to add TAM services.
Availability: Business hours, with extended availability for scheduled meetings
Response time: Within 4 business hours
Professional Services
Specialized assistance for complex implementations, including:
- Custom integration development
- Advanced data modeling
- Workflow customization
- Custom report development
- Training and enablement programs
How to access: Contact your Customer Success Manager or sales representative.
Availability: By engagement and statement of work
Response time: As defined in service agreement
Support Best Practices
Preparing for Support
To get the most effective support:
- Document the issue: Note the steps that led to the problem and any error messages
- Gather relevant information: Include your browser/device, account details, and screenshots
- Check knowledge base: The solution may already be documented
- Try basic troubleshooting: Refresh the browser, clear cache, or try a different browser
- Determine priority: Assess the impact on your operations
Choosing the Right Channel
Select the appropriate support channel based on:
- Urgency: For critical issues, use phone or live chat
- Complexity: For complex issues, submit a detailed ticket
- General questions: Use the AI Assistant or knowledge base
- Feature guidance: Use contextual help or guided tours
- Strategic advice: Contact your Customer Success Manager
Following Up
If your issue isn't resolved:
- Reference your previous communication
- Provide any new information or observations
- Clarify the impact and urgency
- Ask for escalation if needed
- Request a call or screen sharing session for complex issues
Support Availability by Plan
| Support Channel | Starter | Professional | Enterprise |
|---|---|---|---|
| AI Assistant | ✓ | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ | ✓ |
| Community Forum | ✓ | ✓ | ✓ |
| Email Support | ✓ | ✓ | ✓ |
| Live Chat | - | ✓ | ✓ |
| Phone Support | - | - | ✓ |
| Customer Success Manager | - | - | ✓ |
| Technical Account Manager | - | - | Optional |
| Professional Services | Optional | Optional | Optional |