IT and Developer Tools Support FAQs

Do I have access to Support?

Do I have access to support?

Access to Standard Support is included with your subscription to Tableau’s products and is available for the duration of your subscription contract. Standard Support is also included with perpetual license purchases for one year, after which it requires an annual renewal. Tableau also offers other levels of support which are detailed on the Support Services page.

I am a Partner or Consultant, how can I use my client’s Support contract?

If you are working on behalf of a registered user of a Tableau product, please provide your client’s name and account to avoid delays when opening support requests.

Can I cancel my Support contract?

Currently, Tableau does not offer the option to cancel Technical Support services. Contact your Tableau Account Manager for any questions.

Where can I find policies for Technical Support programs?

All Technical Support policies are located on the Tableau Legal page.

When and how is Support provided?

What are Support's business hours?

See Business Hours on the Support Services page.

In what languages is Support offered?

Support is offered in the following languages:

English
French
German
Italian
Portuguese
Spanish
Chinese (Simplified)
Chinese (Traditional)
Japanese
Korean

Note: Tableau strives to respond in your preferred language whenever possible but cannot always guarantee its availability

Can support be provided onsite at my company?

Our Consulting Services can provide on-site visits.

Is there a limit to the number of Support cases I can open?

There is no limit to the number of Support requests that can be submitted by licensed users.

Where can I find information about Elite Support Program or the OEM Technical Support Program?

The Elite Support and OEM Technical Support Programs have been retired. The policies for Elite Support and OEM Technical Support are available on the Tableau Legal page. The Extended Support and Premium Support programs have replaced the Elite and OEM Technical Support programs.

What kind of issues are supported?

Can Support help me build better views and dashboards?

Support can answer general how-to questions and provide relevant help resources. However, for detailed questions specific to your data, our Professional Services team can assist.

Can I get assistance with how-to questions?

Support can answer general how-to questions and provide relevant help resources. For questions specific to your environment or data, our Professional Services team can assist.

What versions of Tableau are supported?

See the Supported Versions list on the Support Services page.

What data sources are supported?

See the Tech Specs for a complete list of supported data sources

What are the minimum hardware requirements?

See the Tech Specs for the minimum hardware requirements by product.

Can I get assistance building a 3rd party application?

Support does not provide assistance with the development of third-party applications but our Professional Services team can assist.

Can I get assistance with the Tableau APIs?

The Support team can answer general questions about the Tableau APIs and provide relevant help resources. For more detailed questions or a personal consultation, our Professional Services team can assist.

Can I get assistance with IT and Developer tools?

Support provides varying levels of assistance based on the individual tool. Check out the various IT and Developer tools along with an explanation of their available Level of Support.

Does Support assist with billing issues?

For assistance with billing issues please contact our Accounts Receivable team.

Can I submit an idea for a new feature?

The best way to submit an idea for a new feature is to post it in the Tableau Community Ideas which is watched by the Development team. The Community can then respond and upvote the idea showing which ideas are the most popular.

How do I contact Support and what can I expect?

How do I contact Support?

You can submit a Support case through our webform or the Customer Portal.

For step-by-step directions, see Submitting a Case From the Webform and Submitting a Case From the Customer Portal.

What should my case include for the fastest response?

Providing more information when opening the case can expedite the resolution.

Useful information to include:

Screenshots
Desktop logs
Server logs
Packaged workbooks
Solutions or resources already tried

How do I share extra-large files with Support?

Large files can be shared through the Customer Portal or our secure file share. See Sending Large Files to Tableau Support for step-by-step directions.

How is the data I submit to Support secured?

Tableau maintains a comprehensive set of IT controls. See our Security page for more details.

For information regarding how Tableau Support manages the data submitted to investigate a product issue specifically, please contact your Account Manager.

How soon can I expect a response to my support case?

See the Targeted Response Times on the Support Services page.

When can I expect a response if a critical case is reported near the end of business hours for my region?

With Standard Support, the target response time for cases pauses at the end of business hours and resumes the following business day. For example, a Priority 1 case submitted on a Friday 1 hour before the end of business hours, will have a target response time that extends 7 hours into the following Monday.

Premium and Extended Support customers are eligible for 24x7 support coverage for all Priority 1 issues. Customers with Premium Support receive 24x7 coverage for Priority 2 support issues as well. Click here to learn more about Premium and Extended Support.

Can I increase the urgency of my case?

Support factors in what level of functionality is blocked by the issue as well as upcoming deadlines to case prioritization. To communicate the issue urgency, select the appropriate Impact level when opening the case and note the circumstances in the description. If you believe the Impact has been incorrectly set, let us know by commenting on the case with more context.

How do I check the status of my support case?

Case status can be checked in the Customer Portal or by simply replying to a case email and requesting an update.

See our Targeted Response Times for reference and Getting Started with the Customer Portal for step-by-step directions for checking the case status.

Does support offer Service Level Agreements (SLAs)?

No, Tableau does not offer formal service level agreements (SLAs) on cases. We aim to provide an initial response within 24 hours. See our Targeted Response Times for reference.

What other resources are there?

How do I get started?

Browse resources for gettting started by product on our Knowledge Base or try the Starter Kits for a guided experience.

Support FAQs