When does my customer's maintenance or subscription expire?
You can see when all your customer keys are expiring by logging into the Tableau Partner Portal
There are two views:
Expiration date. Find your customer's expiration dates under, select the box View Opportunities > Partner Open MR Closing this Quarter.
See all keys. To see all customer keys, select the box View Keys and sort by period end (all the way to the right)..
How do I renew my customer's maintenance or subscription?
You as the partner of record will be notified at least 60 days prior to the contract expiration via email. The customer will be automatically notified of their expiring keys starting at 90 days with the direction of coming to you their partner of record for a quote. Your email will include a link to your invoice where you can view amount due and contract expiration date.
Pay by purchase order, check, or wire transfer/EFT
You may use the invoice linked from the email notification to issue a purchase order, check, or wire transfer/EFT. Please submit your purchase order to Customer Service. For check and wire transfer/EFT instructions, refer to our Payment Options page.
Pay by credit card
You can pay by credit card with the link provided in the renewal notification email sent from either your Customer Renewal Manager or Tableau Software.
All renewals are for a minimum of one year unless otherwise specified.
How are my partner renewal rates calculated?
On-time renewal - A renewal is on-time if it is booked at least one day before the renewal start date (e.g. A given renewal starts on September 29, 2020. If that renewal books on or before September 28, 2020, it is considered on-time).
Late renewal - A renewal is late if it is booked on or after the renewal start date (e.g. A given renewal starts on September 29, 2020. If that renewal books on or after September 29, 2020, it is considered late).
Renewal rate calculation example: A partner has 3 renewals starting in 2020, for a total amount up for renewal of $100:
- Renewal A is $40 and starts on April 12, 2020
- Renewal B is $35 and starts on June 9, 2020
- Renewal C is $25 and starts on October 24, 2020
- Renewal A books on or before April 11, 2020 (on time)
- Renewal B books on or after June 9, 2020 (late)
- Renewal C does not renew (closed lost)
- On-time renewal rate of 40% (($40/$100) x 100)
- Late renewal rate of 35% (($35/$100) x 100)
- Overall renewal rate 75% (($75/$100) x 100)
Where can I view the quote?
Your customer's maintenance or subscription quote is linked from the email notification sent from your Customer Renewal Manager. If you cannot locate that email, you can contact your Customer Renewal Manager or email Customer Success and they will send you a copy of your quote.
What is the difference between maintenance and subscription?
Subscription licenses give your customer access to Tableau over a set period of time and are available for all products and deployment options, from on-premises to fully hosted in the cloud. In addition to having access to the software, an active subscription gives you access to ongoing product releases and support services.
For perpetual licenses, an active maintenance contract allows your customer access to technical support and product upgrades. If your customer's maintenance expire, they can continue to use Tableau, but will lose access to technical support and product upgrades.
What happens if your customer chooses not to renew?
Depending on what type of license your customer owns, not renewing maintenance or subscriptions has different outcomes. If you are unsure of how your customer's product is licensed, please reach out to your Customer Renewal Manager.
Subscription Licenses
When your customer's subscription expires, their access to Tableau will be suspended after the subscription expiration date. Specifically for Tableau Cloud, Tableau cannot guarantee you will have access to any content published, including any data input into the product.
Perpetual Licenses & Maintenance
If your customer's Tableau licenses are perpetual, they may continue to use the product in perpetuity after their maintenance expires. They can continue to use the last available version while their maintenance was active indefinitely; but access to product upgrades and technical support will not be available without a current maintenance contract. If your customer opts not to renew, please have them keep a copy of the Software as Tableau will not guarantee supporting the download in perpetuity.
For more details see the Tableau Subscription & Maintenance Policy.
What happens if my customer makes a late payment? Can I renew their Product Maintenance or Subscription if it has expired?
Subscription Licenses
When your customer's subscription expires, their access to Tableau will be suspended after the subscription expiration date. To resubscribe at a later date, please contact your Customer Renewal Manager or Account Manager.
Perpetual Licenses
We accept late maintenance renewals up to six months after the maintenance expiration date with a 25% reinstatement fee per license. Once reinstated, maintenance continues from the original maintenance expiration date, not the date of payment. If you go beyond this six month grace period, your customer will need to purchase a new license to receive the software or a version upgrade.
How do I upgrade my customer's license or purchase additional licenses?
Can I change license types?
How does my customer get the latest version of the software?
They can download the latest version by accessing our Product Downloads and Release Notes page or the Customer Portal using their current license key. Please note, their account must be active and in good standing to be eligible to upgrade.
If your customer's organization has centralized administration, please work with the internal license administrator for access. If you have difficulty receiving the latest version of the software, check out our upgrade support pages for Desktop and Server. If you’re still having trouble, email your Customer Renewal Manager or email Customer Success.