Tableau Premium Support

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Support that meets your unique needs

Tableau Premium Support brings agility and scale to your business with advanced support and our fastest response times. Designed for enterprises running mission-critical workloads, Premium Support can help you proactively protect your business, drive operational efficiencies and create an optimal experience for your team.

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Deployment strategy

We’ll work with you to understand your business goals and develop a Tableau deployment plan that helps you meet them.

Agile deployment

Our goal is to help you deploy, measure, monitor and govern self-service analytics at scale.

Proficient users

We provide the support your administrators need to boost utilisation and enhance your environment’s performance.

 


 

Phoebe, technical account manager

Meet Phoebe,
a technical account manager

Technical account managers (TAMs) like Phoebe are at the heart of Tableau’s Premium Support experience. These expert problem-solvers get to know the unique needs of your business, ensuring fast resolution without the need to explain your scenario from scratch every time. Phoebe and her teammates will partner with you every step of the way.

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From day one, Tableau’s Premium Support team built tremendous trust with our key technical decision-makers. Our TAM provided oversight for all of our key cases, educated our team on the Tableau platform evolution, helped with a complex upgrade and delivered impactful deployment reviews that resulted in improved performance.

24/7 support,
365 days a year

Faster response and
follow-up time, every time

An assigned technical expert and prioritised access to our development team

Explore the benefits of Premium Support

Risk mitigation

Your TAM will work collaboratively with you to ensure the health and reliability of your environment.

  • Key event management to ensure flawless execution when it matters most
  • Enable seamless expansion and upgrade efforts
  • Proactive escalation of potentially at-risk cases

Emergency response

Our global team of senior support engineers responds within minutes to help resolve your issue.

  • 24/7 global coverage
  • Resolve failed upgrades and disaster recovery
  • Exclusive access to the product development team

Fast resolution

Our dedicated support team provides industry-leading targeted response times to rapidly resolve your issues.

  • Dedicated team of senior support engineers
  • Access to our fastest targeted response times
  • 1:1 troubleshooting/review sessions for active issues

Optimal environment

We analyse usage data and deliver actionable recommendations to optimise your environment.

  • Regular deployment reviews
  • Analyse case escalation data and identify threats
  • Inefficiency insights to improve performance

Support partner

We learn your system inside and out to provide personalised support and correct areas that tend to fail silently.

  • Root cause analysis
  • Prioritised feature request and pre-release access
  • Exclusive programmes, forums and a community group

Tech services that suit your needs

Tailor support services to meet your immediate and long-range objectives

 

Choose the right option for you:

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Premium support

Premium Support, our top-tier support offering, provides complete, proactive account care you can rely on. Premium Support offers a comprehensive set of resources, extended availability and the fastest response time to service issues with 24/7 support for P1 and P2 issues.

Two people meeting

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.

Did you know? Standard Support is included with a subscription purchase, in the first year of a perpetual licence or with an annual maintenance renewal after the first year of a perpetual licence.

 

Compare support plan benefits

Standard, extended and premium support
Plan benefits Standard support Extended support Premium support
Contact options Online Online, phone Online, phone
Communities and Knowledge Base
Coverage Business hours Business hours 24/7 (P1 only) Business hours 24/7 (P1 & P2)
P1, P2 issue response time 8h, 24h 1h,2h 30 mins, 2h
P1, P2 issue update frequency 24h, 72h 24h, 48h Twice daily, 24h
Named contacts 3 5 5  
Technical account manager    
Key event management    
Service level agreement**
Deployment reviews*
Recurring status calls & service reports
Online update guidance
Upgrade assistance*
Strategic planning
Exclusive events
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.

Supported versions

Tableau provides maintenance (e.g. minor release updates and defect fixes) and technical support (e.g. troubleshooting, customer forums) in accordance with its technical support policies. Maintenance and technical support for our products are generally available for a limited time:

  • For all versions of Tableau Desktop and Tableau Server, maintenance (along with full technical support) is provided for 24 months following the version release. You can check for any issues with our current supported versions on our Known issues page.
  • Technical support is only provided during the same period as maintenance. Limited support is also provided for an additional 12 months after, which solely consists of assistance with online product documentation and/or limited troubleshooting for issues encountered while upgrading to the latest version of the product.
  • We may cease to allow download of versions that are outside of the maintenance window. We may also remove support resources at the end of technical support.
  • If Tableau identifies a security vulnerability in a version that currently falls within the maintenance window, we may cease to allow download of that version prior to the end of maintenance or end of support dates listed below. For an example, see Apache Log4j2 vulnerability. After the end of maintenance and technical support, no code defects can be investigated, and so it is highly recommended customers upgrade to a maintained version as soon as possible.

After the end of limited support, customers should upgrade to a maintained version before contacting Tableau Technical Support for assistance.

End of maintenance and support dates for Tableau Desktop and Advanced Management
Release Initial (.0) release date End of maintenance and technical support End of limited support

2024.2

1 July, 2024 1 July, 2026 1 July, 2027

2024.1

21 February, 2024 21 February, 2026 21 February, 2027

2023.3

24 October, 2023 24 October, 2025 24 October, 2026

2023.2

15 June, 2023 15 June, 2025 15 June, 2026

2023.1

14 March, 2023 14 March, 2025 14 March, 2026

2022.4

14 December, 2022 14 December, 2024 14 December, 2025

2022.3

18 October, 2022 18 October, 2024 18 October, 2025

2022.2

29 June, 2022 29 June, 2024 29 June, 2025

2022.1

30 March, 2022 30 March, 2024 30 March, 2025

2021.4

9 December, 2021 9 December, 2023 8 December, 2024
End of maintenance and support dates for Tableau Server
Release Initial (.0) release date End of maintenance and technical support End of limited support

2024.2

1 July, 2024 1 July, 2026 1 July, 2027

2023.3

24 October, 2023 24 October, 2025 24 October, 2026

2023.1

14 March, 2023 14 March, 2025 14 March, 2026

2022.3

18 October, 2022 18 October, 2024 18 October, 2025

2022.1

30 March, 2022 30 March, 2024 30 March, 2025

2021.4

9 December, 2021 9 December, 2023 8 December, 2024
Tableau Prep

Although the version numbers look similar, Tableau Prep’s approach to versioning and maintenance is different from Tableau Server and Desktop’s “branched release” approach.

Tableau Prep uses a mainline release approach, with both new features and all fixes to date in one new Prep release that is delivered at a time, similar to software like Chrome and Firefox. Problems with Prep should be tested in the most recent release to make sure the issue has not already been fixed. Fixes for Prep issues are always delivered cumulatively in a new release, never ‘backported’ to an older ‘maintenance release’ of an older version branch, because there are no old branches to backport fixes to.

Because of this, we always recommend updating to the latest version of Prep to take advantage of these new features and fixes. If you are a customer experiencing an issue with Prep, please try updating to the latest version before reaching out to Tableau Technical Support, as this will always be the first troubleshooting step provided. You can also check our Known issues page to see if there are any related reported issues for the current version.

Tableau Mobile

Similar to Tableau Prep, described above, Tableau Mobile does not follow Tableau Server and Desktop’s “branched release” approach. Mobile maintenance releases, including new features and fixes, will occur only on the latest release of the product. As such, we always recommend updating to the latest version of Tableau Mobile. If you are a customer experiencing an issue with Mobile, please try updating to the latest version before reaching out to Tableau Technical Support, as this will always be the first troubleshooting step provided. You can also check our Known issues page to see if there are any related reported issues for the current version.

Tableau Bridge

Tableau Bridge is a proxy client that runs on a machine in your network and is used to connect your private network data to Tableau Cloud. Because it requires installation, there are version releases just like Server and Desktop. However, in order to take advantage of the latest security and feature updates, you should always upgrade to the latest version of the Bridge client from the Tableau Bridge releases page.

If you are a customer experiencing an issue with Bridge, please try updating to the latest version before reaching out to Tableau Technical Support, as this will always be the first troubleshooting step provided. You can also check our Known issues page to see if there are any related reported issues for the current version.

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.

Compare response times for Standard, Extended and Premium Support
PRIORITY STANDARD SUPPORT EXTENDED SUPPORT PREMIUM SUPPORT
P1 target response times 8 hours 1 hour 30 minutes
P1 update frequency 24 hours 24 hours Twice daily
P2 target response time 24 hours 2 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
6AM to 6PM PST

Asia Pacific

Monday to Friday
8AM to 5PM Singapore time

Europe, Middle East and Africa

Monday to Friday
8AM to 5PM GMT

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Tableau Professional Services

Tableau offers three technical support programme levels to meet the needs of every business. Take a look at the programmes and see which one is right for you.

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