How can we help?
Report an issue, request a change, or ask a question. Here's where to send it, what to include, and how quickly we respond.
Three routes. One team.
Pick the route that matches why you're here. Each one reaches the people who design, build, and run Cartra agents.
Report an issue or request a change to a deployed agent.
Email us, post in your engagement's shared Slack or Microsoft Teams channel if you have one, or go straight to your named point of contact.
Production issues: first response within 4 business hours.
What to include in a requestStart with a free consultation.
Tell us about the workflow that costs your team the most time. We reply to new project inquiries within 2 business days.
Report a vulnerability or make a data request.
Email us with a clear subject line, such as “Security” or “Privacy request”, so we can route and prioritize it.
What to expect, and when.
These are targets for our first response, not for full resolution. If your signed client agreement sets different service levels, the agreement takes precedence.
| Request | First response within |
|---|---|
| Production issueA deployed agent is down, stuck, or producing wrong results in a live workflow. | 4business hours |
| Standard requests and questionsChanges, new workflows, access, billing, and how-to questions. | 1business day |
| New project inquiriesProspective clients scoping a first agent system. | 2business days |
- Business hours
- Monday to Friday, 9 a.m. to 6 p.m. Pacific Time, excluding US holidays.
What to include so we can help faster.
Five details answer most of our first questions. Send them up front and we start on the fix, not the follow-up.
Opens your mail app with these prompts filled in.
Which agent or workflow
Name the agent, or the process it runs, such as invoice intake or email triage.
What happened, and what you expected
Put the actual result next to the one you expected. The gap is usually the diagnosis.
When it happened
Date and time, with your time zone. A rough window works if you don't have the exact minute.
Examples
Record IDs, documents, or screenshots that show the problem. Redact sensitive data before you send them.
Business impact and urgency
Who is blocked, what it is costing, and how soon it needs a fix. This is how we set priority.
Common questions.
Practical answers for teams running Cartra agents. Thinking about a first project? The home page FAQ covers scope, timing, and pricing.
Email [email protected] or post in your engagement's shared channel, if you have one. Name the agent or workflow, describe what happened and what you expected, and say when it happened, with your time zone. If it is blocking a live process, say so in the first line so we can prioritize it.
Send it to your point of contact, your shared channel, or [email protected]. Describe the outcome you want and the systems involved. We confirm whether it fits your current scope or needs a separate estimate before any work starts.
Agents work within the permissions of the tools they are built into, so most access changes happen in those systems and the agent follows. If an agent also has its own allowlist or service account, email us the person’s name, their role, and the change you need, and we will confirm when it is done. When someone leaves your company, tell us the same day.
Agents are designed with human review points for the decisions that matter. When an agent is not confident, it escalates the item to a person on your team instead of guessing. Agent actions are logged, so we can trace what happened, correct it, and adjust the logic so the same error does not repeat. If you spot a mistake, report it like any other issue.
It depends on your deployment. Agents work inside the systems you already run, and your point of contact can walk you through exactly where data is processed for yours. To request an export or deletion of data we hold, email [email protected] with the subject line “Privacy request”. Our Privacy Policy explains how we handle personal data.
Email [email protected] with “Urgent” at the start of the subject line, and post in your shared channel if you have one. Response targets are measured in business hours unless your client agreement includes extended coverage, in which case the agreement applies.
Email [email protected] with “Security” in the subject line. Include what you found, the steps to reproduce it, and the potential impact. Please give us reasonable time to investigate and fix it before you disclose it publicly. Do not access, change, or keep data that is not yours, and do not disrupt service for others while testing. We will confirm we received your report.
Email [email protected] with the invoice number in the subject line, and we will route it to the person who manages your account. Changes to billing contacts or payment details should come from an authorized contact at your company.
No. This site has no accounts, logins, or passwords to reset. Cartra agents run inside the tools your team already uses, such as your ERP, CRM, email, and document systems, so you sign in to those as usual. If a message asks you to sign in to a Cartra account, do not enter your credentials. Forward it to [email protected].
Bring us the workflow that costs you the most time.
Book a free 30-minute consultation. We'll map where an agent fits, what it would take to build, and whether it's worth doing.