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Legacy Tableau Technical Support Programs

Udgivelsesdato: Sep 18, 2025
Beskrivelse

This article provides details on the legacy Tableau Technical Support programs (Standard, Extended, Premium). Please note, these support programs are no longer available for purchase and this document is to be used as a reference by customers who still fall under one of these support programs.

 

Legacy Tableau Technical Support Programs

 

Standard Support

Extended Support

Premium 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 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 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

 

Plan Benefits

Standard Support

Extended Support

Premium Support

Contact Options

OnlineOnline, PhoneOnline, Phone
Communities and Knowledge Base☑☑☑
CoverageBusiness Hours24x7 (Severity Level 1)
Business Hours (Severity Level 2+)		24x7 (Severity Level 1 & Severity Level 2)
Business Hours (Severity Level 3+)
Severity Level 1, Severity Level 2 Issue Response Time8h, 24h1h, 2h30 min, 2h
Severity Level 1, Severity Level 2 Issue Update Frequency24h, 72h24h, 48hTwice Daily, 24h
Named Contacts355
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.

 

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 hours1 hour30 minutes
Severity Level 1 Update Frequency24 hours24 hoursTwice daily

Severity Level 2 Target Response Times

24 hours2 hours2 hours
Severity Level 2 Update Frequency72 hours48 hours24 hours

Severity Level 3 Target Response Times

72 hours72 hours1 business day
Severity Level 3 Update FrequencyWeeklyWeekly3 business days

Severity Level 4 Target Response Times

WeeklyWeekly3 business days
Severity Level 4 Update FrequencyBi-WeeklyBi-WeeklyWeekly

 

Support Policy Resources

Løsning

To get the most out of your Tableau investment with specialized resources, guidance, and support. Check out Salesforce Success Plans to learn more (Trailhead).

 

See also:

Vidensartikelnummer

005208551

 
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Salesforce Help | Article