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.

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 Online, Phone
Communities and Knowledge Base
Coverage Business Hours Business Hours 24x7 (P1 Only) Business Hours 24x7 (P1 & P2)
P1, P2 Issue Response Time 8h, 24h 2h,8h 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
Prioritized 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.

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 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 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 Technical Support on each version of the product for twenty-four (24) 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 twenty-four (24) months after release. Older versions 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.

Tableau Desktop and Tableau Server
For versions 2019.3-2020.3, customers have access to technical support for thirty (30) months from the original release date. For versions 2020.4-2021.3, customers have access to technical support for an additional six (6) months from the End Date for Support listed below. For further details regarding support eligibility on these versions, see Tableau moving to 24 month Support policy and Early End-of-Maintenance for Tableau Products.
 
Version End Date for Support

2021.3

September 7, 2023

2021.2

June 23, 2023

2021.1

March 25, 2023

2020.4

December 14, 2022

2020.3

November 11, 2021

2020.2

November 11, 2021

2020.1

November 11, 2021

2019.4

November 11, 2021

2019.3

November 11, 2021

2019.2

November 21, 2021

2019.1

August 14, 2021

2018.3

April 29, 2021

2018.2

January 30, 2021
Tableau Prep
For versions 2019.3-2020.3, customers have access to technical support for thirty (30) months from the original release date. For versions 2020.4-2021.3, customers have access to technical support for an additional six (6) months from the End Date for Support listed below. For further details regarding support eligibility on these versions, see Tableau moving to 24 month Support policy and Early End-of-Maintenance for Tableau Products.
 
Version End Date for Support

2021.3.1

September 7, 2023

2021.2.2

July 7, 2023

2021.2.1

June 23, 2023

2021.1.4

May 11, 2023

2021.1.3

April 6, 2023

2021.1.2

March 25, 2023

2021.1.1

January 19, 2023

2020.4.1

December 14, 2022

2020.3.3

November 11, 2021

2020.3.2

November 11, 2021

2020.3.1

November 11, 2021

2020.2.3

November 11, 2021

2020.2.2

November 11, 2021

2020.2.1

November 11, 2021

2020.1.5

November 11, 2021

2020.1.4

November 11, 2021

2020.1.3

November 11, 2021

2020.1.2

November 11, 2021

2020.1.1

November 11, 2021

2019.4.2

November 11, 2021

2019.4.1

November 11, 2021

2019.3.2

October 8, 2021

2019.3.1

September 24, 2021

2019.2.3

July 2, 2021

2019.2.2

June 4, 2021

2019.2.1

May 21, 2021

2019.1.4

October 2, 2021

2019.1.3

September 5, 2021

2019.1.1

July 10, 2021

2018.3.3

June 13, 2021

2018.3.2

May 7, 2021

2018.3.1

April 8, 2021

2018.2.3

March 6, 2021

2018.2.2

February 13, 2021