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.

Learn more about Premium Support

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.

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

Supported versions

Tableau provides technical support for each version of the product for twenty-four (24) 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.

To ensure the safety of your data and deployments, Tableau only supports downloading product versions for twenty-four (24) months after release. Older versions have reached their end of life and are no longer supported. They are also not assessed for potential security issues and do not receive security updates.

Tableau Desktop
For versions 2019.3-2020.3, customers have access to technical support for thirty (30) months from the original release date. For versions 2020.4-2021.3, customers have access to technical support for an additional six (6) months from the end date for support listed below. For further details regarding support eligibility on these versions, see Tableau moving to 24-month support policy and Early end of maintenance for Tableau products.
 
Version End date for support

2022.3

18 October, 2024

2022.2

29 June, 2024

2022.1

30 March, 2024

2021.4

9 December, 2023

2021.3

7 September, 2023

2021.2

23 June, 2023

2021.1

25 March, 2023

2020.4

14 December, 2022
Tableau Prep
For versions 2019.3-2020.3, customers have access to technical support for thirty (30) months from the original release date. For versions 2020.4-2021.3, customers have access to technical support for an additional six (6) months from the end date for support listed below. For further details regarding support eligibility on these versions, see Tableau moving to 24 month support policy and Early end-of-maintenance for Tableau products.
 
Version End date for support

2022.2.1

29 June, 2024

2022.1.1

30 March, 2024

2021.4.4

18 July, 2024

2021.3.3

22 June, 2024

2021.4.3

19 June, 2024

2021.4.2

15 June, 2024

2021.4.1

9 June, 2024

2021.3.2

22 June, 2024

2021.3.1

7 September, 2023

2021.2.2

7 July, 2023

2021.2.1

23 June, 2023

2021.1.4

11 May, 2023

2021.1.3

6 April, 2023

2021.1.2

25 March, 2023

2021.1.1

19 January, 2023

2020.4.1

14 December, 2022
Tableau Server
For versions 2019.3-2020.3, customers have access to technical support for thirty (30) months from the original release date. For versions 2020.4-2021.3, customers have access to technical support for an additional six (6) months from the end date for support listed below. For further details regarding support eligibility on these versions, see Tableau moving to 24-month support policy and Early end of maintenance for Tableau products.
 
Version End date for support

2022.3

18 October, 2024

2022.1

30 March, 2024

2021.3

7 September, 2023

2021.2

23 June, 2023

2021.1

25 March, 2023

2020.4

14 December, 2022