Support Services

Tableau Software provides Support Services for customers with current Support Service contracts.

Issues Supported

Issues Requiring Special Terms

  • Problems or defects in the software*
  • Installation, license activation, and download assistance
  • Basic configuration and "how-to" questions
  • Access to major and minor releases (Code changes limited for prior versions)
  • Feature enhancements or changes to the product design
  • Beta Program
  • Integration with external software from third party vendors
  • Custom development or integrations

* 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.

If you are not sure if your issue is covered by Tableau's Support, please submit a Support Case.

Technical Support Program

Tableau’s Technical Support Program is automatically included with license purchase for one year. This initial year ensures that you are set up for success. The Technical Support Program includes access to:

  • Customer Center including case creation, key management, and product downloads
  • Knowledge Base
  • Customer Community
  • Live Web Training
  • On Demand Training

Technical Support Program Frequently Asked Questions

Ongoing Support and Software Maintenance requires annual Maintenance Renewal. Please see the Maintenance Renewal and Benefits below for additional details.

Elite Support Program

Tableau’s Elite Support Program includes all the benefits of the Technical Support Program. In addition, the Elite program includes direct access to an assigned Technical Account Manager who will ensure that cases are prioritized, routed and managed appropriately. Your Technical Account Manager is an experienced technical resource capable of working with Tableau's product suite.

Elite Support Program also includes 24x7x365 emergency Priority 1 support.

OEM Technical Support Program

Tableau’s OEM Technical Support Program is available to customers who integrate Tableau into their software suites. This OEM program includes all the benefits of the Technical Support Program. In addition, the OEM program includes direct access to an assigned Partner Support Engineer who will ensure your integration is a success.

OEM Technical Support Services also includes 24x7x365 emergency Priority 1 support.

Support Services Overview

Complimentary Technical Support Elite Program OEM Program
Knowledge Base Access + + + +
On Demand Training + + + +
Live Weekly Web Training + + + +
Community Access + + + +
On and Offline Product Documentation + + + +
Multiple Location Support + + +
Multi-Channel Communication + + +
New Software and Updates + + +
Escalation Process for Critical Issues + + +
24x7x365 Priority 1 Support + +
Assigned Contact Account Manager Engineer
Regular Check-in Weekly Monthly
Tableau Desktop Contacts Licensed User Licensed User Not Applicable
Tableau Server Contacts Three designated contacts Five designated contacts Three designated contacts

You can view each legal contract: Technical Support Policy, Elite Support Program Policy, and OEM Technical Support Policy.

To learn more about Technical Support Services, click here.

To learn more about the Elite Support Program, click here. To determine eligibility and pricing, contact Tableau's Sales Team to learn more.

To learn more about the OEM Technical Support Program, click here. To determine eligibility and pricing, contact Tableau's Sales Team to learn more.

Support Services Targeted Response Times

Upon receipt of your issue, the team will strive to provide you with a case number, priority, and next steps as quickly as possible. Below are the targeted times for this initial response.

Support Program Acknowledgement
Standard Technical Support Program 4 hours
Elite Support Program 2 hours
OEM Technical Support Program 2 hours

Any issues not resolved with the initial response will be investigated using the data provided. Below are the targeted response times for continued investigations.

Support Program Priority 1 Priority 2 Priority 3 & 4
Response Case Update Response Case Update Response Case Update
Standard Technical Support Program 8 hours Daily 48 hours Weekly 72 hours Bi-Weekly
Elite Support Program 4 hours 4 hours 6 hours Daily 1 Business Day Weekly
OEM Technical Support Program 4 hours 4 hours 48 hours Weekly 72 hours Bi-Weekly

Supported Software: Tableau Desktop and Tableau Server.

Maintenance Renewal and Benefits

Customers who have active Technical Support Services receive access to updates and patches. Tableau encourages customers to take advantage of new releases to obtain the latest features and bug fixes. For more information regarding maintenance renewal details and benefits of renewing, please refer to our Maintenance Renewal FAQ or meet our Customer Success Team.

Support Services Business Hours

Limited support during Tableau events and holidays.

Americas Monday to Friday 6:00 AM to 6:00 PM Pacific
Europe, Middle East, Africa Monday to Friday 8:00 AM to 5:00 PM Greenwich Mean Time
Asia Pacific Monday to Friday 8:00 AM to 5:00 PM Singapore Time

Support Versions

Beginning with 8.1, Tableau provides technical support on each version of the product for thirty (30) months after release. For an additional twelve (12) months, Tableau Technical Support will assist with issues in the documentation and with any requests to upgrade.

* Support and upgrade assistance is available to licenses with active Maintenance and Support.

Version Currently Supported? End Date for Support
10.1 Yes May 1, 2019
10.0 Yes February 19, 2019
9.3 Yes September 17, 2018
9.2 Yes June 7, 2018
9.1 Yes March 14, 2018
9.0 Yes October 7, 2017
8.3 Yes June 1, 2017
8.2 Yes December 18, 2016
8.1 No May 20, 2016
8.0 No November 20, 2014
7.0 No March 20, 2014
6.1 No January 17, 2013
6.0 No July 29, 2012
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