Support Procedures


Once you have installed Narratives for Tableau, the Narrative Science Customer Success team is here to assist you with any issues or future requests.

Support Services Business Hours 

 

Americas

Monday to Friday

8:00 AM to 6:00 PM Central Time

Europe

Monday to Friday

1:00 PM to 11:00 PM Greenwich Mean Time

 

On weekends, evenings, and holidays, urgent inquiries will be automatically directed to the on-call support team. Contacting us or submitting a ticket in our support system alerts the entire Narrative Science support team to your question. The team then triages your inquiry and assigns the appropriate team and timeline needed for resolution.

 

Targeted Response Times

 

Inquiry Type

Acknowledgment

Case Update

Resolution

Regular (Non-Critical)

2 hours

Daily

7 days

Urgent (Highly Critical)

2 hours

4 hours

48 hours

 

To submit a ticket, please click the blue "Submit a Ticket" button in the upper right hand corner of the browser.

 

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Fill out all of the fields of the form to help our team give you the best possible support. Be sure to select the type of request from the "My request" dropdown. Then write a detailed description of your issue or request and add screenshots for context. 

  

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