Tableau Premium Support

Get coverage that scales with your environment

NIEUW: Het Salesforce Signature Success Plan is beschikbaar voor Tableau!

Ontdek hoe je de meeste waarde kunt behalen met een proactief partnerschap en een persoonlijke ervaring.

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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.

Tableau Blueprint diagram

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 utilization 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.

24x7 support,
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

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.

  • 24x7 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 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

Support partner

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

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 24x7 support for P1 and P2 issues.

Two people meeting

Extended Support

Extended Support enables your organization to avoid or reduce downtime and expedite the value of your investment through accelerated response times and the additional availability of 24x7 weekend support for critical P1 issues.

Did you know? Standard Support is included with a subscription purchase, in the first year of a perpetual license, or with an Annual Maintenance Renewal after the first year of a perpetual license.

 

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 24x7 (P1 Only) Business Hours 24x7 (P1 & P2)
P1, P2 Issue Response Time 8h, 24h 1h,2h 30 min, 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
24x7 Mission Critical Phone Support
Case Escalation and Oversight
Onsite Escalation Management*
Product Roadmap Participation
Prioritized 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.

Ondersteunde versies

Tableau biedt voor elke versie van het product technische ondersteuning, tot vierentwintig (24) maanden na de release. Het technische-ondersteuningsteam van Tableau biedt daarna nog eens twaalf (12) maanden hulp bij problemen in de documentatie en eventuele upgradeverzoeken.

Tableau wil de veiligheid van je data en implementaties waarborgen en biedt daarom alleen ondersteuning voor downloads van versies tot vierentwintig (24) maanden na de release. Oudere versies hebben het einde van hun levensduur bereikt en worden niet meer ondersteund. Ze worden ook niet meegenomen in potentiële beveiligingsproblemen en krijgen geen beveiligingsupdates.

Tableau Desktop
Voor versies 2019.3-2020.3 kunnen klanten technische ondersteuning krijgen tot dertig (30) maanden na de oorspronkelijke releasedatum. Voor versies 2020.4-2021.3 kunnen klanten technische ondersteuning krijgen tot zes (6) maanden na de hieronder vermelde einddatum voor ondersteuning. Lees Tableau stapt over op ondersteuningsbeleid van 24 maanden en Vroeg einde van onderhoud voor Tableau-producten voor meer informatie over de versies die in aanmerking komen voor ondersteuning.
 
Release Oorspronkelijke (.0) releasedatum Einde van onderhoud en technische ondersteuning Einde van bepekte ondersteuning

2024.1

21 februari, 2024 21 februari, 2026 21 februari, 2027

2023.3

24 oktober, 2023 24 oktober, 2025 24 oktober, 2026

2023.2

15 juni, 2023 15 juni, 2025 15 juni, 2026

2023.1

14 maart, 2023 14 maart, 2025 14 maart, 2026

2022.4

14 december, 2022 14 december, 2024 14 december, 2025

2022.3

18 oktober, 2022 18 oktober, 2024 18 oktober, 2025

2022.2

29 juni, 2022 29 juni, 2024 29 juni, 2025

2022.1

30 maart, 2022 30 maart, 2024 30 maart, 2025

2021.4

9 december, 2021 9 december, 2023 8 december, 2024

2021.3

7 september, 2021 7 september, 2023 6 september, 2024

2021.2

23 juni, 2021 23 juni, 2023 22 juni, 2024
Tableau Prep
Voor versies 2019.3-2020.3 kunnen klanten technische ondersteuning krijgen tot dertig (30) maanden na de oorspronkelijke releasedatum. Voor versies 2020.4-2021.3 kunnen klanten technische ondersteuning krijgen tot zes (6) maanden na de hieronder vermelde einddatum voor ondersteuning. Lees Tableau stapt over op ondersteuningsbeleid van 24 maanden en Vroeg einde van onderhoud voor Tableau-producten voor meer informatie over de versies die in aanmerking komen voor ondersteuning.
 
Release Oorspronkelijke (.0) releasedatum Einde van onderhoud en technische ondersteuning Einde van bepekte ondersteuning

2022.2.1

29 juni, 2022 29 juni, 2024 29 juni, 2025

2022.1.1

30 maart, 2022 30 maart, 2024 30 maart, 2025

2021.4.4

18 januari, 2022 18 juli, 2024 18 juli, 2025

2021.3.3

22 december, 2021 22 juni, 2024 22 juni, 2025

2021.4.3

19 december, 2021 19 juni, 2024 19 juni, 2025

2021.4.2

15 december, 2021 15 juni, 2024 15 juni, 2025

2021.4.1

9 december, 2021 9 juni, 2024 9 juni, 2025

2021.3.2

2 november, 2021 22 juni, 2024 22 juni, 2025

2021.3.1

7 september, 2021 7 september, 2023 6 september, 2024

2021.2.2

7 juli, 2021 7 juli, 2023 6 juli, 2024

2021.2.1

23 juni, 2021 23 juni, 2023 22 juni, 2024

2021.1.4

11 mei, 2021 11 mei, 2023 10 mei, 2024
Tableau Server
Voor versies 2019.3-2020.3 kunnen klanten technische ondersteuning krijgen tot dertig (30) maanden na de oorspronkelijke releasedatum. Voor versies 2020.4-2021.3 kunnen klanten technische ondersteuning krijgen tot zes (6) maanden na de hieronder vermelde einddatum voor ondersteuning. Lees Tableau stapt over op ondersteuningsbeleid van 24 maanden en Vroeg einde van onderhoud voor Tableau-producten voor meer informatie over de versies die in aanmerking komen voor ondersteuning.
 
Release Oorspronkelijke (.0) releasedatum Einde van onderhoud en technische ondersteuning Einde van bepekte ondersteuning

2023.3

24 oktober, 2023 24 oktober, 2025 24 oktober, 2026

2023.1

14 maart, 2023 14 maart, 2025 14 maart, 2026

2022.3

18 oktober, 2022 18 oktober, 2024 18 oktober, 2025

2022.1

30 maart, 2022 30 maart, 2024 30 maart, 2025

2021.4

9 december, 2021 9 december, 2023 8 december, 2024

2021.3

7 september, 2021 7 september, 2023 6 september, 2024

2021.2

23 juni, 2021 23 juni, 2023 22 juni, 2024

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 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 through Friday
6AM to 6PM PST

Asia Pacific

Monday through Friday
8AM to 5PM Singapore time

Europe, Middle East, and Africa

Monday through Friday
8AM to 5PM GMT

Power up your Tableau deployment

Tableau Learning

Fill your in-house data analytics needs by developing the culture, courses, and programs necessary to deepen analytics expertise.

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Tableau Professional Services

Tableau offers three Technical Support program levels to meet the needs of every business. Take a look at the programs and see which one is right for you.

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