Support

Support Services

Technical Support Program

Tableau Software provides Support Services for customers with current Support Service contracts. Our Technical Support Program is included with subscription purchases for the full length of your commitment.

The Technical Support Program is also included with perpetual license purchases for one year. Ongoing Support after one year requires annual Maintenance Renewal. Please refer to our Subscription and Maintenance Policy for more information.

Answers to common questions related to Support are available here in the Technical Support Program FAQ

Overview

 
Complimentary

Technical Support
 
Knowledge Base
On-Demand Training Videos
Live Online Training
Community
Product Documentation
New Software Releases
Submit Issues to Support
Customer Center
Escalation Process

Supported Issues

Supported Special Terms Required
  • Problems or defects in the software*
  • Installation, license activation, and download assistance
  • Configuration and "how-to" questions
  • Access to major and minor releases (code changes limited for prior versions)
  • Feature enhancements or changes to the product design
  • Beta Program
  • Integration with external software from third party vendors
  • Custom development integrations

*A defect is defined as a verifiable and reproducible software problem or user documentation error that causes a failure of Tableau's unmodified software product(s) to operate substantially in accordance with applicable end user documentation. View Technical Support Legal Policy.

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. Targeted time for acknowledgement for any case is 4 hours.

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 Response Case Update
Priority 1
8 hours Daily
Priority 2
48 hours Weekly
Priority 3 & 4
72 hours Bi-Weekly

Business Hours

Americas
Monday - Friday 6:00 AM to 6:00 PM Pacific
Europe, Middle East, Africa
Monday - Friday 8:00 AM to 5:00 PM Greenwich Mean Time
Asia Pacific
Monday - Friday 8:00 AM to 5:00 PM Singapore Time

Limited support during Tableau events and holidays.

Supported Versions

Beginning with 8.1, Tableau provides technical support on 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
10.3
November 30, 2019
10.2
August 16, 2019
10.1
May 1, 2019
10.0
February 19, 2019
9.3
September 17, 2018
9.2
June 7, 2018
9.1
March 14, 2018
9.0
October 7, 2017
8.3
June 1, 2017
8.2
December 18, 2016
8.1
May 20, 2016
8.0
November 20, 2014
7.0
March 20, 2014
6.1
January 17, 2013
6.0
July 29, 2012

Technical Account Management Programs



Get business critical support


View Elite Support Program Policy and OEM Technical Support Program Policy. To determine eligibility and pricing, contact your Tableau Account Representative.