
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)
Median time from live chat request to first response
Ask Ilma (AI) Success Rate
Immediate resolution rate from the AI chat assistant
Email Response Time
(Top Priority)
Median time to first meaningful response from our support team to top priority emails
Email Response Time
(All)
Median time to first meaningful response from our support team
CSAT Score
(Customer Satisfaction)
Positive Customer Satisfaction Rate
What our customers have to say:
"Amazingly quick response from Support, I also loved the video they sent."
"Very pleasant support and effective resolution"
"The Vanta team was prompt in replying, followed up regularly to notify on case status, and provided advice that led to a resolution."
"Support service was excellent. Information requested properly and the issue was followed up until it got solved. Big thanks!"
"Thank you so much for the quick response and support."
"Supreme!"
"Support was to the point and provided prompt context and clear requests for further information."
"Quick and fantastic service - Thank you"
"Support is always quick to be on hand and very helpful"
"Excellent work from Support!"
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

68% of the support team has pets!
Pancake & Maple

68% of the support team has pets!
Chibi & Tito

68% of the support team has pets!
Leia Rae & Maverick

68% of the support team has pets!
Leo

68% of the support team has pets!
Sasha

68% of the support team has pets!
Seamus

68% of the support team has pets!
Kevin & Goat Family

68% of the support team has pets!
Marlon & Ripley

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


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