Support
Technical Support programmes
Standard, extended and premium support
Tableau Software offers three Technical Support programme 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 licence or with annual maintenance renewal after the first year of a perpetual licence. Standard support is available during regular Tableau business hours, as defined in the Business hours section.
Extended support
Extended support enables your organisation to avoid or reduce downtime and expedite the value of your investment through accelerated response times and the additional availability of 24/7 weekend support for critical P1 issues.
Data sheet: Extended support
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 24/7 support for P1 and P2 issues.
Data sheet: Tableau Online deployment
Data sheet: Tableau Server deployment
| Plan benefits | Standard support | Extended support | Premium support | |
|---|---|---|---|---|
| Contact options | Online | Online | Online, phone | |
| Communities and Knowledge Base | ||||
| Coverage | Business hours | Business hours 24/7 (P1 only) | Business hours 24/7 (P1 & P2) | |
| P1, P2 issue response time | 8h, 24h | 2h, 8h | 30 mins, 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 programmes and forum access | ||||
| Senior support team | ||||
| 24/7 mission-critical phone support | ||||
| Case escalation and oversight | ||||
| On-site escalation management* | ||||
| Product roadmap participation | ||||
| Prioritised feature request reviews | ||||
| 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 Online 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.
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
Upon receipt of your issue, the team will strive to provide you with a case number, priority and next steps as quickly as possible. For additional information, see our
Support FAQs. 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 | STANDARD SUPPORT | EXTENDED SUPPORT | PREMIUM SUPPORT |
|---|---|---|---|
| P1 target response times | 8 hours | 2 hours | 30 minutes |
| P1 update frequency | 24 hours | 24 hours | Twice daily |
| P2 target response time | 24 hours | 8 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 to Friday 6 a.m. to 6 p.m. PST
Asia Pacific
Monday to Friday 8 a.m. to 5 p.m. Singapore time
Europe, Middle East and Africa
Monday to Friday 8 a.m. to 5 p.m. GMT
Supported versions
Beginning with 8.1, Tableau provides technical support for 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.
To ensure the safety of your data and deployments, Tableau only supports downloading product versions for thirty (30) months after release. Versions older than 30 months have reached their end of life and are no longer supported. They are also not assessed for potential security issues and do not receive security updates.
| Version | End date for support |
|---|---|
2020.4 |
June 14, 2023 |
2020.3 |
February 11, 2023 |
2020.2 |
November 6, 2022 |
2020.1 |
August 24, 2022 |
2019.4 |
May 6, 2022 |
2019.3 |
March 17, 2022 |
2019.2 |
November 21, 2021 |
2019.1 |
August 14, 2021 |
2018.3 |
April 29, 2021 |
2018.2 |
January 30, 2021 |
2018.1 |
October 24, 2020 |
10.5 |
July 10, 2020 |
10.4 |
March 25, 2020 |
10.3 |
November 30, 2019 |
10.2 |
August 28, 2019 |
10.1 |
May 1, 2019 |
10.0 |
February 15, 2019 |
9.3 |
September 23, 2018 |
9.2 |
June 7, 2018 |
9.1 |
March 14, 2018 |
9.0 |
October 6, 2017 |
8.3 |
June 1, 2017 |
8.2 |
December 18, 2016 |
8.1 |
May 20, 2016 |
Tableau Prep
| Version | End date for support |
|---|---|
2021.1.1 |
July 19, 2023 |
2021.1 |
July 18, 2023 |
2020.4.1 |
June 14, 2023 |
2020.4 |
June 14, 2023 |
2020.3.3 |
March 15, 2023 |
2020.3.2 |
February 26, 2023 |
2020.3 |
February 11, 2023 |
2020.3.1 |
February 11, 2023 |
2020.2.3 |
December 23, 2022 |
2020.2.2 |
December 4, 2022 |
2020.2 |
November 6, 2022 |
2020.2.1 |
November 6, 2022 |
2020.1.5 |
October 7, 2022 |
2020.1.4 |
September 3, 2022 |
2020.1.3 |
August 24, 2022 |
2020.1.2 |
July 31, 2022 |
2020.1.1 |
July 14, 2022 |
2020.1 |
July 14, 2022 |
2019.4.2 |
June 18, 2022 |
2018.3.4 |
June 18, 2022 |
2019.4 |
May 6, 2022 |
2019.4.1 |
May 6, 2022 |
2019.3.2 |
April 8, 2022 |
2019.3.1 |
March 24, 2022 |
2019.3 |
March 17, 2022 |
2019.2.3 |
January 2, 2022 |
2019.2.2 |
December 4, 2021 |
2019.2 |
November 21, 2021 |
2019.2.1 |
November 21, 2021 |
2019.1.4 |
October 2, 2021 |
2019.1.3 |
September 5, 2021 |
2019.1.2 |
August 14, 2021 |
2019.1.1 |
July 10, 2021 |
2019.1 |
July 10, 2021 |
2018.3.3 |
June 13, 2021 |
2018.3.2 |
May 7, 2021 |
2018.3.1 |
April 8, 2021 |
2018.3 |
April 8, 2021 |
2018.2.3 |
March 6, 2021 |
2018.2.2 |
February 13, 2021 |
2018.2.1 |
January 12, 2021 |
2018.2 |
January 11, 2021 |
2018.1.2 |
December 12, 2020 |
2018.1.1 |
October 24, 2020 |