Tableau Expert Help When You Need It

FAQ's

• How do I get started with Tableau Flex Support?

  Contact us to discuss your needs and define your success goals.  From there, you can purchase a 10-hour or 20-hour support package.

• What is the process for submitting requests? What are response times?

  We will schedule a formal kick-off meeting to go over your existing environment and current challenges.  Support requests are submitted via email and will be responded to within 1 business day.

• Are there any limitations on the types of questions I can ask?

  Flex Support focuses on dashboard Q&A, calculation triage, performance tuning, and Tableau environment strategy.  Net-new deployments, environment migrations, structured classroom training, and data integration work beyond Tableau Desktop/Prep is not included - although we do offer custom solutions for all of these.  Reach out to learn more!

• What happens if I don't use all my hours within 30 days?

  Unused hours expire 30 days after project kickoff.  We communicate remaining balances and project updates throughout that time period.

• Can support hours be shared among colleagues?

  Yes, 1:1 support hours can be used by multiple team members within the same organization.  

• What if my issue requires more time than I purchased?

  We are transparent about effort estimates, particularly for broader data quality/modeling challenges or data product development requests. Based on that information, you can decide how best to use the purchased support hours.

  For larger requests, you can either purchase additional hours or request a custom solution from our Tableau consulting services.

• How are support hours used?

  Support is available via email and virtual meetings (based on scheduling availability). Each engagement will be a blend of 1:1 knowledge transfer and independent development/triage. Our team provides Loom-recorded videos, where applicable, to train your team on solutions.

• Are there any requirements for using this service?

  You will need to have an existing Tableau purchase, as our team would need at least 1 Creator license with Site Admin privileges.  The Creator license is only needed during the engagement and can be reassigned upon completion (i.e., no new license purchase is required for Flex Support packages).

• How are security and confidentiality handled?

  We adhere to strict confidentiality and security protocols to protect your data - and can review/provide an NDA upon request.  Your data will remain in your Tableau Cloud/Server environment.