Support
Technical Support programmes
Standard, extended and premium support
Tableau Software offers three Technical Support programme levels to help meet the service needs of all customers.
Standard support
Standard support is included with a subscription purchase, the first year of a perpetual licence or with annual maintenance renewal after the first year of a perpetual licence. Standard support is available during regular Tableau business hours, as defined in the Business hours section.
Extended support
Extended support enables your organisation to avoid or reduce downtime and expedite the value of your investment through accelerated response times and the additional availability of 24/7 weekend support for critical P1 issues.
Premium support
Premium support provides complete, proactive account care you can rely on. Premium support provides a comprehensive set of resources, extended availability and the fastest response time to service issues with 24/7 support for P1 and P2 issues.
| Plan benefits | Standard support | Extended support | Premium support | |
|---|---|---|---|---|
| Contact options | Online | Online | Online, phone | |
| Communities and Knowledge Base | ||||
| Coverage | Business hours | Business hours 24/7 (P1 only) | & | |
| P1, P2 issue response time | 8h, 24h | 2h, 8h | 30 mins, 2h | |
| P1, P2 issue update frequency | 24h, 72h | 24h, 48h | Twice daily, 24h | |
| Named contacts | 3 | 5 | 5 | |
| Technical account manager | ||||
| Service level agreement** | ||||
| Deployment reviews* | ||||
| & | ||||
| Online update guidance | ||||
| Upgrade assistance* | ||||
| Strategic planning | ||||
| Special programmes and forum access | ||||
| Senior support team | ||||
| 24/7 mission-critical phone support | ||||
| Case escalation and oversight | ||||
| On-site escalation management* | ||||
| Product roadmap participation | ||||
| Prioritised feature request reviews | ||||
| Feature request feedback sessions | ||||
| Proactive escalations | ||||
| Root cause analysis | ||||
| Sandbox site** |
* - Items denoted with a ‘*’ are for customers with on-premises Tableau Server environments only.
** - Items denoted with a ‘**’ are for customers with Tableau Cloud environments only.
Complimentary resources
All Tableau users, including users of Tableau Public and Tableau Reader, have complimentary access to Tableau’s online resources which include our knowledge base, on-demand training videos, live online training, the Tableau Community and product documentation.
Supported issues
| Supported | Special terms required |
|---|---|
|
|
*A defect is defined as a verifiable and reproducible software problem or user documentation error that causes a failure of Tableau's unmodified software product(s) to operate substantially in accordance with applicable end user documentation. View standard support legal policy.
Priority levels
P1 – Critical
A production environment of Tableau software is completely inoperable or inaccessible to all users.
P2 – High
Issues with severe performance impact or features not operating as documented, that impact a majority of users.
P3 – Medium
Issues with performance impact or features not operating as documented, that impact a minority of users.
P4 – Low
How-to questions and issues with performance impact or features not operating as documented, that impact a small minority of users.
Targeted response times
When you submit a request, our team will provide you with a case number and identify next steps as quickly as possible. For additional information, please see our support FAQs.
If issues aren’t resolved after the initial response, we’ll investigate using the data provided. Below are the targeted response times for continued investigations.
| PRIORITY | STANDARD SUPPORT | EXTENDED SUPPORT | PREMIUM SUPPORT |
|---|---|---|---|
| P1 target response times | 8 hours | 2 hours | 30 minutes |
| P1 update frequency | 24 hours | 24 hours | Twice daily |
| P2 target response time | 24 hours | 8 hours | 2 hours |
| P2 update frequency | 72 hours | 48 hours | 24 hours |
| P3 target response time | 72 hours | 72 hours | 1 business day |
| P3 update frequency | Weekly | Weekly | 3 business days |
| P4 target response time | Weekly | Weekly | 3 business days |
| P4 update frequency | Bi-weekly | Bi-weekly | Weekly |
Business hours
Americas
Monday to Friday
6 a.m. to 6 p.m. PST
Asia Pacific
Monday to Friday
8 a.m. to 5 p.m. Singapore time
Europe, Middle East and Africa
Monday to Friday
8 a.m. to 5 p.m. GMT