Support that meets your unique needs
Tableau Premium Support brings agility and scale to your business with advanced support and our fastest response times. Designed for enterprises running mission-critical workloads, Premium Support can help you proactively protect your business, drive operational efficiencies and create an optimal experience for your team.
Deployment strategy
We’ll work with you to understand your business goals and develop a Tableau deployment plan that helps you meet them.
Agile deployment
Our goal is to help you deploy, measure, monitor and govern self-service analytics at scale.
Proficient users
We provide the support your administrators need to boost utilisation and enhance your environment’s performance.
Meet Phoebe,
a technical account manager
Technical account managers (TAMs) like Phoebe are at the heart of Tableau’s Premium Support experience. These expert problem-solvers get to know the unique needs of your business, ensuring fast resolution without the need to explain your scenario from scratch every time. Phoebe and her teammates will partner with you every step of the way.
From day one, Tableau’s Premium Support team built tremendous trust with our key technical decision-makers. Our TAM provided oversight for all of our key cases, educated our team on the Tableau platform evolution, helped with a complex upgrade and delivered impactful deployment reviews that resulted in improved performance.
24/7 support,
365 days a year
Faster response and
follow-up time, every time
An assigned technical expert and prioritised access to our development team
Explore the benefits of Premium Support
Risk mitigation
Your TAM will work collaboratively with you to ensure the health and reliability of your environment.
- Key event management to ensure flawless execution when it matters most
- Enable seamless expansion and upgrade efforts
- Proactive escalation of potentially at-risk cases
Emergency response
Our global team of senior support engineers responds within minutes to help resolve your issue.
- 24/7 global coverage
- Resolve failed upgrades and disaster recovery
- Exclusive access to the product development team
Fast resolution
Our dedicated support team provides industry-leading targeted response times to rapidly resolve your issues.
- Dedicated team of senior support engineers
- Access to our fastest targeted response times
- 1:1 troubleshooting/review sessions for active issues
Optimal environment
We analyse usage data and deliver actionable recommendations to optimise your environment.
- Regular deployment reviews
- Analyse case escalation data and identify threats
- Inefficiency insights to improve performance
Support partner
We learn your system inside and out to provide personalised support and correct areas that tend to fail silently.
- Root cause analysis
- Prioritised feature request and pre-release access
- Exclusive programmes, forums and a community group
Tech services that suit your needs
Tailor support services to meet your immediate and long-range objectives
Choose the right option for you:
Premium support
Premium Support, our top-tier support offering, provides complete, proactive account care you can rely on. Premium Support offers a comprehensive set of resources, extended availability and the fastest response time to service issues with 24/7 support for P1 and P2 issues.
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.
Did you know? Standard Support is included with a subscription purchase, in the first year of a perpetual licence or with an annual maintenance renewal after the first year of a perpetual licence.
Compare support plan benefits
Standard, extended and premium support
| Plan benefits | Standard support | Extended support | Premium support | |
|---|---|---|---|---|
| Contact options | Online | Online, phone | 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 | 1h,2h | 30 mins, 2h | |
| P1, P2 issue update frequency | 24h, 72h | 24h, 48h | Twice daily, 24h | |
| Named contacts | 3 | 5 | 5 | |
| Technical account manager | ||||
| Key event management | ||||
| Service level agreement** | ||||
| Deployment reviews* | ||||
| Recurring status calls & service reports | ||||
| Online update guidance | ||||
| Upgrade assistance* | ||||
| Strategic planning | ||||
| Exclusive events | ||||
| 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 Cloud environments only.
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, please 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.
Compare response times for Standard, Extended and Premium Support
| PRIORITY | STANDARD SUPPORT | EXTENDED SUPPORT | PREMIUM SUPPORT |
|---|---|---|---|
| P1 target response times | 8 hours | 1 hour | 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 to Friday
6AM to 6PM PST
Asia Pacific
Monday to Friday
8AM to 5PM Singapore time
Europe, Middle East and Africa
Monday to Friday
8AM to 5PM GMT
Power up your Tableau deployment
Tableau learning
Fill your in-house data analytics needs by developing the culture, courses and programmes necessary to deepen analytics expertise.
Tableau Professional Services
Tableau offers three technical support programme levels to meet the needs of every business. Take a look at the programmes and see which one is right for you.
More support options for you
Current customers
The Knowledge Base contains answers to tons of common questions as well as detailed product guides.
