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:
"As usual, amazed by the response time and quick resolution."
"Support was excellent. Timely communication, knowledgeable, and able to assist with a solution. 10/10!"
"Excellent assistance and support. Support was able to help me troubleshoot a complex situation with patience, kindness and efficiency. Thank you Support!"
"Support is amazing. They double checked items in the background, was great at communicating along the way and solved our issue. Many many thanks!"
"Excellent, speedy fix by Support and the team. Really impressed!"
"Fantastic as usual, thank you!"
"Loving Vanta's Support Team!"
"Thanks for your help and graceful interactions."
"The support team provided prompt responses which helped us directly solve the highlighted issues. Support has been very helpful."
"Amazingly quick response from Support, I also loved the Loom video they sent."
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!
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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