Do I have access to Support?
Do I have access to support?
I am a Partner or Consultant, how can I use my client’s Support contract?
Can I cancel my Support contract?
Where can I find policies for Technical Support programs?
When and how is Support provided?
What are Support's business hours?
In what languages is Support offered?
Support is offered in the following languages:
- English
- French
- German
- Italian
- Portuguese
- Spanish
- Chinese (Simplified)
- Chinese (Traditional)
- Japanese
- Korean
Note: Tableau strives to respond in your preferred language whenever possible but cannot always guarantee its availability
Can support be provided onsite at my company?
Is there a limit to the number of Support cases I can open?
Where can I find information about Elite Support Program or the OEM Technical Support Program?
What kind of issues are supported?
Can Support help me build better views and dashboards?
Can I get assistance with how-to questions?
What versions of Tableau are supported?
What data sources are supported?
What are the minimum hardware requirements?
Can I get assistance building a 3rd party application?
Can I get assistance with the Tableau APIs?
Can I get assistance with IT and Developer tools?
Does Support assist with billing issues?
Can I submit an idea for a new feature?
How do I contact Support and what can I expect?
How do I contact Support?
You can submit a Support case through our webform or the Customer Portal.
For step-by-step directions, see Submitting a Case From the Webform and Submitting a Case From the Customer Portal.
What should my case include for the fastest response?
Providing more information when opening the case can expedite the resolution.
Useful information to include:
- Screenshots
- Desktop logs
- Server logs
- Packaged workbooks
- Solutions or resources already tried
How do I share extra-large files with Support?
How is the data I submit to Support secured?
Tableau maintains a comprehensive set of IT controls. See our Security page for more details.
For information regarding how Tableau Support manages the data submitted to investigate a product issue specifically, please contact your Account Manager.
How soon can I expect a response to my support case?
When can I expect a response if a critical case is reported near the end of business hours for my region?
With Standard Support, the target response time for cases pauses at the end of business hours and resumes the following business day. For example, a Priority 1 case submitted on a Friday 1 hour before the end of business hours, will have a target response time that extends 7 hours into the following Monday.
Premium and Extended Support customers are eligible for 24x7 support coverage for all Priority 1 issues. Customers with Premium Support receive 24x7 coverage for Priority 2 support issues as well. Click here to learn more about Premium and Extended Support.
Can I increase the urgency of my case?
Support factors in what level of functionality is blocked by the issue as well as upcoming deadlines to case prioritization. To communicate the issue urgency, select the appropriate Impact level when opening the case and note the circumstances in the description. If you believe the Impact has been incorrectly set, let us know by commenting on the case with more context.
How do I check the status of my support case?
Case status can be checked in the Customer Portal or by simply replying to a case email and requesting an update.
See our Targeted Response Times for reference and Getting Started with the Customer Portal for step-by-step directions for checking the case status.