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Do you have a non-urgent question? Please take a look at our FAQ before contacting our support department.

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Priorities and Service Level Agreements – Bugs & Incidents.

Each bug/incident that comes into support is assigned one of three priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue. Response and resolution times are during office hours (9 AM – 5 PM) in the CET time zone.

High Priority

High Priority tickets are issues and bugs in the software which impact a large part of the organization, functionality and/or a large part of a site’s userbase. These may include issues affecting (but not necessarily blocking) use of the extension.

First Response SLA: 4 hours
Resolution SLA: 2 days

Medium Priority

Medium Priority tickets are standard issues and bugs in the software which have a moderate impact on user experience.

First Response SLA: 8 hours

Resolution SLA: 14 days

Low Priority

Low Priority tickets might be comments about the software, and other issues that don’t require a response right away and do not affect the day to day operation of the extension

First Response SLA: 24 hours

Resolution SLA: 1 month

Feature requests and customization.

Each customer with an active subscription is entitled to request additional support, new features or customizations. All feature requests and customizations will be put on the Infotopics | Apps for Tableau backlog and prioritized according to the judgement of Infotopics | Apps for Tableau.

Customizations, development and additional support can be requested and will be discussed with the customer. After mutual agreement customizations or additional support can be realized in a separate project.

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Secure on-premises solutions.

Governance and Security are among the top priorities in developing Apps for Tableau Products. All products are available as on-premises solutions, and your data and user access is secured under Tableau’s governance.

Apps for Tableau is ISO 27001:2022 certified