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)

46s

Median time from live chat request to first response

Ask Ilma (AI) Success Rate

74.2%

Immediate resolution rate from the AI chat assistant

Email Response Time
(Top Priority)

0.5hr

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

Email Response Time
(All)

1.3hrs

Median time to first meaningful response from our support team

CSAT Score
(Customer Satisfaction)

92%

Positive Customer Satisfaction Rate

What our customers have to say:

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

"Amazing support as usual"
"Excellent assistance and support. [Agent] was able to help me troubleshoot a complex situation with patience, kindness and efficiency. Thank you [Agent]!"
"Got me the information I needed and was overlooking and provided additional information that would help us understand the big picture!"
"[Agent] was fast and informative and made sure I understood how things worked and corrected if I misunderstood."
"I had a great experience with Vanta. The service and the support have been incredible. I look forward to working closely with Vanta."
"[Agent] was extremely prompt, knowledgeable, and helpful. Thank you for creating a great experience."
"[Agent] provided a quick and effective response and action - thanks!"
"Muito atencioso e resolutivo!"
"[Agent] is great - friendly, engaged in conversation during the support process, and was super helpful in answering my questions. 10/10"
"Double and even tripled checked. So responsive to my requests. New customer and impressed."

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