Vanta Support Policy

This Vanta Support Policy (“Support Policy”) is incorporated into and forms a part of your agreement with Vanta Inc. (“Vanta”) with respect to your use of Vanta’s Services (“Agreement”). This Support Policy describes the support services (“Support Services”) available to Customer, depending on the level of support included with Customer’s purchase.

1. Definitions. The terms below have the following meanings when used in this Support Policy. Any capitalized terms used but not defined herein will have the meaning specified in the Agreement.
   1. “Beta Offerings” means pre-release services, features, or functions identified as alpha, beta, preview, early access, or words or phrases with similar meanings.
   2. “Business Day” means any day except any Saturday, any Sunday or any day that is a federal holiday in the United States or any day on which banking institutions in the State of New York are authorized or required by law or other governmental actions to close.
   3. “Business Hour” means 8:00am to 8:00pm ET / 2:00pm to 2:00am GMT, during each Business Day.
   4. “Customer” or “you” means the customer entity that has entered into an Order Form for a subscription to the Services.
   5. “Documentation” means the documentation available to Customer at https://help.vanta.com.
   6. “Premium Support” means Vanta’s paid Support Services package that includes all the benefits of Standard Support plus access to additional Vanta resources and ticket response priority.
   7. “Service Error” means a reproducible failure of the Services to perform in material conformity with the Documentation.
   8. “Services” means Vanta’s software-as-a-service products, provided to Customer in accordance with the Agreement and the applicable Order Form(s).
   9. “Severity Levels” means the following classification of Service Errors impacting Customer’s Vanta instance. Severity Levels are assigned by Vanta based on the inputs in Customer’s service request.
      1. “Severity Level 1” / “Sev 1” / “Urgent” means a Service Error resulting in the Services being down or seriously impaired or where the Customer cannot access its Vanta instance or the Customer data therein.
      2. “Severity Level 2” / “Sev 2” / “High” means a Service Error resulting in the Services being moderately impaired, where the Customer’s Vanta instance is functioning but in a reduced capacity.
      3. “Severity Level 3” / “Sev 3” / “Normal” means a Service Error resulting in non-critical issues that do not prevent normal operation of the Services.  
      4. “Severity Level 4” / “Sev 4” / “Low” means (1) Service Errors with minor impact that do not affect functionality, (2) general inquiries that are not connected to Service Errors and (3) cosmetic issues or feature requests.
   10. “Standard Support” means Vanta’s basic troubleshooting Support Services, included free with all Vanta subscriptions.
   11. “Trial Services” are when Customer is accessing the Services on a free-trial basis.  
   12. “Order Form” means the ordering document executed by the parties specifying the Services to be purchased by Customer or the Trial Services being tested by the Customer.
2. Support Services. Support Services include:
   1. Making updates for the Services available during the applicable subscription period.
   2. Incident Support: Identifying and troubleshooting Service Errors or abnormal behavior.
   3. Assistance with issues during installation and updates.
   4. Troubleshooting configuration and integrations.
   5. Assistance with Vanta product questions.
      
      Additional benefits are included with Premium Support, as described in the Vanta Support Services Fact Sheet below. ‍
3. ‍Engaging with Vanta Support. You can engage with and/or request Vanta’s Support Services as follows:
   1. Access Vanta’s Help Center, available at https://help.vanta.com, containing:
      1. help articles and resources; and
      2. Self-paced Vanta Academy courses to learn the Vanta platform.
   2. Attend live, web-based training sessions via our Instructor Led Trainings to learn the Vanta platform and ask questions.
   3. Chat or send a request to our AI chatbot “Ask Ilma” at any time via Vanta’s in-product live chat.
   4. Send a question or request via email to support@vanta.com. ‍
4. Support Hours and Response Goals.
   1. Support Hours
      1. 24 x 7 Help Center Access
      2. 24 x 5 Email Support: Monday through Friday*
      3. 11 x 5 Live Chat Support: Monday through Friday*, 6:00am to 5:00pm ET / 11AM to 10:00pm GMT
         ^*Business Days only‍
   2. Initial Response Goals. Vanta’s support team will assign a Severity Level to each ticket and Service Error and will use commercially reasonable efforts to provide initial responses in accordance with the table below:

1. ‍Customer Obligations. To enable Vanta to provide the Support Services, you agree to: (i) provide Vanta with reasonable detail of the nature of and circumstances surrounding the Service Error, (ii) provide Vanta with reasonable access to your Vanta instance as necessary for troubleshooting and (iii) provide Vanta with reasonable cooperation in the diagnosis and resolution of any Service Errors. Vanta may share information related to a particular support case with our Affiliates and subprocessors as necessary to troubleshoot and resolve your support case.

1. Support Limitations.
   1. Vanta support is only available in English
   2. Vanta has no obligation to provide any Support Services to Customer or its users: (i) if Customer or a third party is in breach of any of the use restrictions set forth in the Agreement; (ii) if Customer or a third party has altered or modified any portion of the Cloud Services, (iii) if Customer has not used the Services in accordance with Agreement, documentation or instructions provided by Vanta (iv) for any Trial Services; or (v) for any Beta Offering.
   3. Vanta’s Services are deployed in third-party public cloud environments like Amazon Web Services (AWS) and integrate with various third-party tools. Vanta will endeavor to provide Documentation for utilizing these 3rd party environments and tools in the context of the Services but does not provide support for any software, hardware or other element of Customer’s environment not provided by Vanta, including these 3rd party environments, services and tools.
   4. Vanta does not provide support for legacy versions of the Vanta Agent. Vanta Agents automatically update by default, but where automatic updates are not technically feasible, Customer’s users need to manually update their Vanta Agent. Vanta will notify Customer admins and the applicable user(s) via the Services when a Vanta Agent in use becomes outdated with instructions on how to update it. After such notice, Vanta will continue providing support for the outdated version of the Vanta Agent for an additional 30 days, after which support will no longer be available.
   5. Vanta has no obligation to provide, and Support Services do not include, any professional services. For professional services you can contact one of Vanta’s third-party partners who offer a wide range of services.

Support Services & Resources	Included with Standard Support	Included with Premium Support
24/7 Help Center Access
24/7 Vanta Academy
24/5 Email Support
24/7 AI Assistance (Ask Ilma: Chatbot and Email)
11/5 Chat Support
Instructor-Led Trainings on Vanta
Access to GRC SMEs for Advisory Support on: Implementation Framework Adoption Tool Migration Audit Readiness Workshops Program Development Control Mapping Policy Guidance
Accelerated Initial Response Times
Added to High-Priority Queue During Audits
Access to Dedicated Support Engineers
Customer-tailored Instructor-Led Trainings
Quarterly Ticket Reviews with Vanta Support Team

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