Getting Support with Monte Carlo

Monte Carlo is moving towards fully in-app initiated support through Bayes, available directly inside the Monte Carlo product. Asking Bayes is now your first port of call when you have a question, need to troubleshoot an issue, or want to escalate to our Support Engineering team.

How to Get Support

Ask Bayes

You can ask Bayes support questions at getmontecarlo.com/support — or by clicking on the question mark icon at the bottom of the Monte Carlo app.

Bayes can:

• Answer questions about Monte Carlo features, configuration, and common error messages.
• Help troubleshoot monitors, alerts, notifications, lineage, and other errors or blockers you may come across within MC
• Look up information in your account (tables, monitors, alerts, users, and more) to provide contextual answers. (Limited to your users permissions)
• Escalate to a human Support Engineer when needed

Raising a Feature Request

If you have an idea for a new capability or an improvement to an existing one, Bayes can help you submit it. Tell it something like "I have a feature request" or "I'd love MC to support X" and it will walk you through a short intake:

1. Describe the need — what you're trying to accomplish and a concrete example
2. Check existing features — Bayes will search documentation to confirm the capability doesn't already exist
3. Add supporting context — affected assets, workarounds you're using, screenshots if helpful
4. Capture business impact — urgency and why this matters to your team

At the end, Bayes creates a ticket tagged for the Product team.

What happens when you escalate?

If Bayes cannot fully resolve your issue, it will escalate the conversation to our Support Engineering team. When that happens:

1. Bayes creates a support ticket that includes the full context of your conversation
2. A Support Engineer picks up the ticket and continues the investigation
3. You will receive follow-up communication via email, just like a standard support ticket

Escalated tickets follow the same SLAs and priority handling as all Monte Carlo support requests.

When to Ask Bayes

Sunsetting Previous Support Channels

Monte Carlo historically has provided support initiated in Slack and Email. These channels are being consolidated into in-app support through Bayes to provide a faster, more consistent experience.

• Slack channels will remain available for account team communications and updates, but will no longer be used to initiate support requests. Communications will be sent out in these Slack channels prior to the MCSupportAssistant being disabled. All new support requests should go through Bayes.
• Email to [email protected] has been disabled, both sent directly and submitted from the Zendesk support portal. Emails no longer create support tickets — they receive an autoresponse directing you to ask Bayes in the app, so nothing is missed. All new support requests should go through Bayes.

Benefits of In-App Support

• Improved answers — Bayes has direct access to the same account context as your user, so it can look up relevant tables, monitors, and alerts to perform debugging steps without requiring you to gather and share that information manually.
• More efficient escalation process — When you escalate, the full conversation history transfers to the Support Engineer. No need to re-explain your issue.
• Available 24/7 — Bayes is always available for immediate assistance, with human engineers available during business hours for escalated issues.
• Improved ticket quality — When escalation is needed, Bayes has already gathered diagnostics, context, and suggested next steps for the human who picks it up, which means faster resolution by the human team.

Support and AI features

Support through Bayes is available to all Monte Carlo users regardless of your organization's AI feature settings, but capabilities vary depending on how AI is configured.

AI features enabled (default)

When answering support questions, Bayes has access to the same account context as your MC user — tables, monitors, alerts, lineage, etc — and uses this to investigate issues directly without requiring you to gather information manually.

AI features disabled (via Settings)

If your organization has turned off AI features in Settings → AI agents, Bayes will answer support questions with limited account context. You retain access to:

• Documentation search — Bayes can answer general product questions using Monte Carlo's public documentation.
• Account context — Bayes can still look up your tables, monitors, alerts, and related data to assist with troubleshooting.
• Escalation to human support — All ticket creation and escalation capabilities remain available.

What is not available in this mode:

• Write operations such as creating monitors or modifying alerts
• Other Bayes skills, such as monitoring coverage and cost & performance

Share your feedback

We're actively improving the in-app support experience and your input shapes what we build next. If something isn't working the way you'd expect, or you have ideas on how we can do better, we'd love to hear from you directly at [email protected].