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.

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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.

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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)
Business hours
24/7 (P1 & P2)
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
Deployment reviews

Recurring status calls & service reports

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

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

Upon receipt of your issue, the team will strive to provide you with a case number, priority and next steps as quickly as possible. For additional information, please see our support FAQs. Any issues not resolved with the initial response will be investigated 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

Beginning with 8.1, Tableau provides technical support for 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.

Version End date for support
2019.2
November 21, 2021
2019.1
August 14, 2021
2018.3
April 29, 2021
2018.2
January 30, 2021
2018.1
October 24, 2020
10.5
July 10, 2020
10.4
March 25, 2020
10.3
November 30, 2019
10.2
August 28, 2019
10.1
May 1, 2019
10.0
February 15, 2019
9.3
September 23, 2018
9.2
June 7, 2018
9.1
March 14, 2018
9.0
October 6, 2017
8.3
June 1, 2017
8.2
December 18, 2016
8.1
May 20, 2016

Tableau Prep

Version End date for support
2019.2.3
January 2, 2022
2019.2.2
December 4, 2021
2019.2
November 21, 2021
2019.2.1
November 21, 2021
2019.1.4
October 2, 2021
2019.1.3
September 5, 2021
2019.1.2
August 14, 2021
2018.2
July 30, 2021
2019.1.1
July 10, 2021
2019.1
July 10, 2021
2018.3.3
June 13, 2021
2018.3.2
May 7, 2021
2018.3.1
April 8, 2021
2018.3
April 8, 2021
2018.2.3
March 6, 2021
2018.2.2
February 13, 2021
2018.2.1
January 12, 2021
2018.1.2
December 12, 2020
2018.1.1
October 24, 2020