Support
Technical Support Programs
NEW: Salesforce Success Plans are available for Tableau!
Discover how you can get more value with proven methods to fast-track your success.
Standard, Extended, and Premium Support
Tableau 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 Severity Level 1 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 Severity Level 1 and Severity Level 2 issues.
| Plan Benefits | Standard Support | Extended Support | Premium Support | |
|---|---|---|---|---|
| Contact Options | Online | Online, Phone | Online, Phone | |
| Communities and Knowledge Base | ||||
| Coverage | Business Hours |
24x7 (Severity Level 1) |
24x7 (Severity Level 1 & Severity Level 2) |
|
| Severity Level 1, Severity Level 2 Issue Response Time | 8h, 24h | 1h,2h | 30 min, 2h | |
| Severity Level 1, Severity Level 2 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.
Supported Issues
| Supported | Special Terms Required |
|---|---|
|
|
*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 Standard Support Legal Policy.
Severity levels
Level 1 - Critical
- Business stopping and no acceptable workaround.
- Imminent threat to key business or near term business milestones posing financial risk.
Level 2 - Urgent
- Key business impacting, no workaround.
Level 3 - High
- Key business impacting with workaround, OR non-key business impacting no workaround.
Level 4 - Medium
- Non-key business impacting with workaround, OR not business impacting.
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.
| SEVERITY | STANDARD SUPPORT | EXTENDED SUPPORT | PREMIUM SUPPORT |
|---|---|---|---|
| Severity Level 1 Target Response Times | 8 Hours | 1 Hours | 30 Minutes |
| Severity Level 1 Update Frequency | 24 Hours | 24 Hours | Twice Daily |
| Severity Level 2 Target Response Time | 24 Hours | 2 Hours | 2 hours |
| Severity Level 2 Update Frequency | 72 Hours | 48 Hours | 24 Hours |
| Severity Level 3 Target Response Time | 72 Hours | 72 Hours | 1 Business Day |
| Severity Level 3 Update Frequency | Weekly | Weekly | 3 Business Days |
| Severity Level 4 Target Response Time | Weekly | Weekly | 3 Business Days |
| Severity Level 4 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