Support metrics

At Vanta, our customers come first. Our Support team’s mission is simple: make complex solutions simple and lead the way in customer education.

We believe trust is built through transparency, which is why we share our support metrics openly, to show how we’re performing and how we drive continuous improvement.

For customers needing extra partnership, we also offer Premium Support with deeper guidance, tailored resources, and priority handling of requests. Contact us.

Vanta Support Metrics:

Date Range:

Last 30 days

Live Chat Response Time
(Median)

50s

Median time from live chat request to first response

Ask Ilma (AI) Success Rate

72.5%

Immediate resolution rate from the AI chat assistant

Email Response Time
(Top Priority)

0.3hr

Median time to first meaningful response from our support team to top priority emails

Email Response Time
(All)

2.3hr

Median time to first meaningful response from our support team

CSAT Score
(Customer Satisfaction)

94.6%

Positive Customer Satisfaction Rate

What our customers have to say:

“Nice and effective support, resolved the issue with clear steps.

"Support is great - friendly, engaged in conversation during the support process, and was super helpful in answering my questions. 10/10"
"Support was extremely prompt, knowledgeable, and helpful. Thank you for creating a great experience."
"The support person was excellent. I was surprised they could [complete my request] very quickly. I was very happy. Give them a raise!"
"Support was great, couldn’t have asked for better service."
"double and even triple checked. so responsive to my requests. new customer and impressed"
"Support quickly & clearly helped me solve my issue. Your AI was going in the right direction, but Support nailed the details quickly :)"
"Great support, very clear communication!"
"has to be one of the better chat interactions i’ve had. good communication via text."
"Quick and painless. Always appreciated!"
"Support’s help was top of the line. I thank much."

First Response Time:

Tickets

First Contact Resolution:

% of Tickets Resolved by First Response

Get to know the
Vanta Support Team

We're excited to share our success metrics with our customers, and we're also excited for you to get to know us!

68% of the support team has pets!

Phoenix the Wonder Dog

Fluffy dog laying on its back on a wooden floor, sunlight casting shadows in the room

68% of the support team has pets!

Phoenix the Wonder Dog

Dog laying on a wooden floor

68% of the support team has pets!

Pancake & Maple

Two dogs laying on a carpet

68% of the support team has pets!

Chibi & Tito

Two cats on a toy

68% of the support team has pets!

Leia Rae & Maverick

A dog laying on its back on a wooden floor.

68% of the support team has pets!

Leo

A white dog laying in the grass in front of a wooden fence.

68% of the support team has pets!

Sasha

A husky dog standing in a bathroom.

68% of the support team has pets!

Seamus

Rabbits on a blanket

68% of the support team has pets!

Kevin & Goat Family

Goats laying in grass

68% of the support team has pets!

Marlon & Ripley

Dog sitting on a picnic table

68% of the support team has pets!

Winnie

68% of the support team has pets!

Alice

68% of the support team has pets!

Barney & Scooby

68% of the support team has pets!

Nami

68% of the support team has pets!

Lysander & Portia

68% of the support team has pets!

Daisy & Kiwi