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:
"Always awesome service and help from Support"
"Support was quick to respond and super helpful. Thanks for the excellent support!"
"Covered off everything in detail"
"The response time was faster than expected, and the accuracy of the response was greatly appreciated"
"The support was quick and effective"
"Support has been super helpful and resolved my request promptly."
"Quick and great help"
"Support on time and really helpful!"
"It was a pleasure to work with Vanta support. They were able to understand my issue and resolve it very quickly."
"Amazing support, quick fix :)"
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!
Rory
68% of the support team has pets!
Mary Jane
68% of the support team has pets!
Loki & Odie
68% of the support team has pets!
Mao & Odie
68% of the support team has pets!
Chappie, Stitchy & B
68% of the support team has pets!
Cutelle
68% of the support team has pets!
Lisa
68% of the support team has pets!
Vinnie
68% of the support team has pets!
Zorro, Zena, & Moose
68% of the support team has pets!
Benji
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
