Support

Technical Support Programs

Standard, Extended, and Premium Support

Tableau Software offers three Technical Support program levels to help meet the service needs of all customers.

Standard Support

Standard Support is included with a subscription purchase, the first year of a perpetual license or with Annual Maintenance Renewal after the first year of a perpetual license. Standard Support is available during regular Tableau business hours, as defined in the Business Hours section.

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 24 x 7 weekend support for critical P1 issues. Now with even faster response times, and a new inbound phone line.

Premium Support

Premium Support provides complete, proactive account care you can rely on. Premium Support provides a comprehensive set of resources, extended availability and the fastest response time to service issues with 24 x 7 support for P1 and P2 issues.

Learn more about Premium Support

Plan Benefits Standard Support Extended Support Premium Support
Contact Options Online Online, Phone Online, Phone
Communities and Knowledge Base
Coverage Business Hours

24x7 (P1)
Business Hours (P2+)

24x7 (P1 & P2)
Business Hours (P3+)

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  

Service Level Agreement**
Deployment Reviews*
Recurring Status Calls & Service Reports
Online Update Guidance
Upgrade Assistance*
Strategic Planning
Special Programs and Forum Access
Senior Support Team
24x7 Mission Critical Phone Support
Case Escalation and Oversight
Onsite Escalation Management*
Product Roadmap Participation
Feature Request Prioritization
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.

Complimentary Resources

All Tableau users, including users of Tableau Public and Tableau Reader, have complimentary access to Tableau’s online resources which include our knowledge base, on-demand training videos, live online training, the Tableau Community and product documentation.

Priority levels

P1 - Critical

A production environment of Tableau software is completely inoperable or inaccessible to all users.

P2 - High

Issues with severe performance impact or features not operating as documented, that impact a majority of users.

P3 - Medium

Issues with performance impact or features not operating as documented, that impact a minority of users.

P4 - Low

How to questions and issues with performance impact or features not operating as documented, that impact a small minority of users.

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.

PRIORITY STANDARD SUPPORT EXTENDED SUPPORT PREMIUM SUPPORT
P1 Target Response Times 8 Hours 1 Hours 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

Supported Versions

Tableau provides maintenance (e.g. minor release updates and defect fixes) and technical support (e.g., troubleshooting, customer forums) in accordance with its technical support policies. Maintenance and technical support for our products are generally available for a limited time:

  • For all versions of Tableau Desktop and Tableau Server, maintenance (along with full technical support) is provided for 24 months following the version release. You can check for any issues with our current supported versions on our Known Issues page.
  • Technical support is only provided during the same period as maintenance. Limited support is also provided for an additional 12 months after, which solely consists of assistance with online product documentation and/or limited troubleshooting for issues encountered while upgrading to the latest version of the product.
  • We may cease to allow download of versions that are outside of the maintenance window. We may also remove support resources at the end of technical support.
  • If Tableau identifies a security vulnerability in a version that currently falls within the maintenance window, we may cease to allow download of that version prior to the end of maintenance or end of support dates listed below. For an example, see Apache Log4j2 vulnerability. After the end of maintenance and technical support, no code defects can be investigated, and so it is highly recommended customers upgrade to a maintained version as soon as possible.

After the end of limited support, customers should upgrade to a maintained version before contacting Tableau Technical Support for assistance.

End of maintenance and support dates for Tableau Desktop and Advanced Management
Release Initial (.0) Release Date End of maintenance and technical support End of limited support

2024.1

February 21, 2024 February 21, 2026 February 21, 2027

2023.3

October 24, 2023 October 24, 2025 October 24, 2026

2023.2

June 15, 2023 June 15, 2025 June 15, 2026

2023.1

March 14, 2023 March 14, 2025 March 14, 2026

2022.4

December 14, 2022 December 14, 2024 December 14, 2025

2022.3

October 18, 2022 October 18, 2024 October 18, 2025

2022.2

June 29, 2022 June 29, 2024 June 29, 2025

2022.1

March 30, 2022 March 30, 2024 March 30, 2025

2021.4

December 9, 2021 December 9, 2023 December 8, 2024

2021.3

September 7, 2021 September 7, 2023 September 6, 2024

2021.2

June 23, 2021 June 23, 2023 June 22, 2024

2021.1

March 25, 2021 March 25, 2023 March 24, 2024
End of maintenance and support dates for Tableau Server
Release Initial (.0) Release Date End of maintenance and technical support End of limited support

2023.3

October 24, 2023 October 24, 2025 October 24, 2026

2023.1

March 14, 2023 March 14, 2025 March 14, 2026

2022.3

October 18, 2022 October 18, 2024 October 18, 2025

2022.1

March 30, 2022 March 30, 2024 March 30, 2025

2021.4

December 9, 2021 December 9, 2023 December 8, 2024

2021.3

September 7, 2021 September 7, 2023 September 6, 2024

2021.2

June 23, 2021 June 23, 2023 June 22, 2024

2021.1

March 25, 2021 March 25, 2023 March 24, 2024
Tableau Prep

Although the version numbers look similar, Tableau Prep’s approach to versioning and maintenance is different from Tableau Server and Desktop’s “branched release” approach.

Tableau Prep uses a mainline release approach, with both new features and all fixes to date in one new Prep release that is delivered at a time, similar to software like Chrome and Firefox. Problems with Prep should be tested in the most recent release to make sure the issue has not already been fixed. Fixes for Prep issues are always delivered cumulatively in a new release, never ‘backported’ to an older ‘maintenance release’ of an older version branch, because there are no old branches to backport fixes to.

Because of this, we always recommend updating to the latest version of Prep to take advantage of those new features and fixes. If you are a customer experiencing an issue with Prep, please try updating to the latest version before reaching out to Tableau Technical Support, as this will always be the first troubleshooting step provided. You can also check our Known Issues page to see if there are any related reported issues for the current version.

Tableau Mobile

Similar to Tableau Prep, described above, Tableau Mobile does not follow Tableau Server and Desktop’s “branched release” approach. Mobile maintenance releases, including new features and fixes, will occur only on the latest release of the product. As such, we always recommend updating to the latest version of Tableau Mobile. If you are a customer experiencing an issue with Mobile, please try updating to the latest version before reaching out to Tableau Technical Support, as this will always be the first troubleshooting step provided. You can also check our Known Issues page to see if there are any related reported issues for the current version.

Tableau Bridge

Tableau Bridge is a proxy client that runs on a machine in your network and is used to connect your private network data to Tableau Cloud. Because it requires installation, there are version releases just like Server and Desktop. However, in order to take advantage of the latest security and feature updates, you should always upgrade to the latest version of the Bridge client from the Tableau Bridge Releases page.

If you are a customer experiencing an issue with Bridge, please try updating to the latest version before reaching out to Tableau Technical Support, as this will always be the first troubleshooting step provided. You can also check our Known Issues page to see if there are any related reported issues for the current version.