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?
All partner renewal rates are based on closed-won bookings amount and include renewals associated with the legal entities associated with your company that conduct business with Tableau.

On-time renewal - Renewal that is booked on or before the renewal start date is "on-time" (e.g. A given renewal starts on March 17, 2019. If that renewal was booked on March 15, 2019 is then that renewal is on-time).

Late renewal- Renewal that is booked after the renewal start date is "late" (e.g. A given renewal starts on April 11, 2019. If that renewal was booked on April 14, 2019 is then that renewal is late.

Example: A partner has 3 renewals starting in 2019:

  • Renewal A is $40 and starts on April 12, 2019
  • Renewal B is $35 and starts on June 9, 2019
  • Renewal C is $25 and starts on October 24, 2019

Of these renewals:

  • Renewal A is closed on April 7, 2019 (on time)
  • Renewal B is closed on June 14, 2019 (late)
  • Renewal C is closed lost

This partner has:

  • On-time renewal rate of 40%
  • Late renewal rate of 35%
  • Overall renewal rate 75%
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 Online, 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?
To upgrade your customer to the latest version of Tableau, please see our Product Downloads and Release Notes page. To upgrade from Desktop Personal to Desktop Professional, please contact your Account Manager to receive a quote for the difference in license cost and pro-rated maintenance fees. To purchase additional licenses, please contact your Account Manager to receive a quote.
Can I change license types?
There may be scenarios that a change in license type is available to your customer. Please contact your Account Manager for more details as there are license conversion requirements. Find phone and email contact information for our Sales teams on our Contact Us page.