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.
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.
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.
365 days a year
Faster response and
follow-up time, every time
An assigned technical expert and prioritized access to our development team
Explore the benefits of Premium Support
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
Our global team of Senior Support Engineers responds within minutes to help resolve your issue.
- 24x7 global coverage
- Resolve failed upgrades and disaster recovery
- Exclusive access to the Product Development team
Our dedicated support team provides industry-leading SLAs to rapidly resolve your issues.
- Dedicated team of Senior Support Engineers
- Access to our fastest SLAs
- 1:1 hands-on resolution
We analyze usage data and deliver actionable recommendations to optimize your environment.
- Regular deployment reviews
- Analyze case escalation data and identify threats
- Inefficiency insights to improve performance
We learn your system inside and out to provide personalized support and correct areas that tend to fail silently.
- Root cause analysis
- Prioritized feature request and pre-release access
- Exclusive programs, forums, and a community group
Compare Support Plan benefits
Standard, Extended, and 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 24x7 (P1 Only)||Business Hours 24x7 (P1 & P2)|
|P1, P2 Issue Response Time||8h, 24h||2h,8h||30 min, 2h|
|P1, P2 Issue Update Frequency||24h, 72h||24h, 48h||Twice Daily, 24h|
|Technical Account Manager|
|Key Event Management|
|Service Level Agreement**|
|Recurring Status Calls & Service Reports|
|Online Update Guidance|
|Special Programs and Forum Access|
|Senior Support Team|
|24x7 Mission Critical Phone Support|
|Case Escalation and Oversight|
|Onsite Escalation Management*|
|Product Roadmap Participation|
|Prioritized Feature Request Reviews|
|Feature Request Feedback Sessions|
|Root Cause Analysis|
* - items denoted with a ‘*’ are for customers with on-premises Tableau Server environments only.
** - items denoted with a ‘**’ are for customers with Tableau Online environments only.
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, 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||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|
Monday through Friday
6AM to 6PM PST
Monday through Friday
8AM to 5PM Singapore time
Europe, Middle East, and Africa
Monday through Friday
8AM to 5PM GMT