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. Now with even faster response times, and a new inbound phone line.

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, phone	Online, phone
Communities and Knowledge Base
Coverage	Business hours	24/7 (P1) Business hours (P2+)	24/7 (P1 & P2) Business hours (P3+)
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
Service level agreement**
Deployment reviews*
Recurring status calls & service reports
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
Feature request prioritisation
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
Problems or defects in the software* Installation, licence activation and download assistance Configuration and "how-to" questions Access to major and minor releases (limited support provided after 24 months of the product release)	Feature enhancements or changes to the product design Beta programme Integration with external software from third-party vendors Custom development 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. 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	1 hours	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
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

Tableau has changed its product and maintenance release cadence. Please review this blog to learn more before downloading the latest software version.

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 Server, maintenance (along with full technical support) is provided for 24 months following the version release.
For the versions of Tableau Desktop released with both Tableau Server and Tableau Cloud, maintenance (along with full technical support) is also provided for 24 months following the version release.
For the versions of Tableau Desktop released with Tableau Cloud only – starting with version 2024.1 – maintenance (along with full technical support) is provided for 4 months following the version release.
Technical support is only provided during the same period as maintenance for any given version. 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.
You can check for any issues with our current supported versions on our Known issues page.
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
2024.3	15 October, 2024	15 February, 2025	15 February, 2026
2024.2	1 July, 2024	1 July, 2026	1 July, 2027
2024.1	21 February, 2024	21 June, 2024	21 June, 2025
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

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

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.