Getting Support with Monte Carlo

Monte Carlo is moving towards fully in-app initiated support through the new Support Agent, available directly inside the Monte Carlo product. The Support Agent will be your first port of call for all support issues, whether you have a question, need to troubleshoot an issue, or want to escalate to our Support Engineering team.

How to Get Support

Support Agent

The Support Agent is available at getmontecarlo.com/support — or by clicking on the question mark icon at the bottom of the Monte Carlo app.

The Support Agent 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

What happens when you escalate?

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

1. The Support Agent 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 Use the Support Agent

Sunsetting Previous Support Channels

Monte Carlo historically has provided support initiated in Slack and Email. These channels are being consolidated into the Support Agent 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 the Support Agent.
• Email to [email protected] will also be phased out. Communications will be sent out in advance of the cutoff. Please use the Support Agent for all new support requests.

Benefits of In-App Support

• Improved answers — The Support Agent 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.
• Seamless escalation — When you escalate, the full conversation history transfers to the Support Engineer. No need to re-explain your issue.
• Available 24/7 — The Support Agent is always available for immediate assistance, with human engineers available during business hours for escalated issues.
• Better ticket quality — When escalation is needed, the Support Agent has already gathered diagnostics, context, and recommended next steps for the human who picks it up, which means faster resolution by the human team.