Legacy Tableau Technical Support Programs

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	Online	Online, Phone	Online, Phone
Communities and Knowledge Base	☑	☑	☑
Coverage	Business Hours	24x7 (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 Time	8h, 24h	1h, 2h	30 min, 2h
Severity Level 1, Severity Level 2 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			☑
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 hours	1 hour	30 minutes
Severity Level 1 Update Frequency	24 hours	24 hours	Twice daily
Severity Level 2 Target Response Times	24 hours	2 hours	2 hours
Severity Level 2 Update Frequency	72 hours	48 hours	24 hours
Severity Level 3 Target Response Times	72 hours	72 hours	1 business day
Severity Level 3 Update Frequency	Weekly	Weekly	3 business days
Severity Level 4 Target Response Times	Weekly	Weekly	3 business days
Severity Level 4 Update Frequency	Bi-Weekly	Bi-Weekly	Weekly

Legacy Tableau Technical Support Programs