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)

43s

Median time from live chat request to first response

Ask Ilma (AI) Success Rate

73.3%

Immediate resolution rate from the AI chat assistant

Email Response Time
(Top Priority)

0.3hr

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

Email Response Time
(All)

1.3hr

Median time to first meaningful response from our support team

CSAT Score
(Customer Satisfaction)

95.1%

Positive Customer Satisfaction Rate

What our customers have to say:

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

"Support reacted quickly and provided support at the highest level. I love this quality of support. Thank you very much."
"Support was proactive and very supportive while investigating the issue, and promptly followed up with an update once it was resolved."
"Detailed and effective. i could overcome my problem."
"Had an odd problem with my registration number. Support gave me a solution that required entering some code - and I'm not a techie! But their directions were spot on and easy. 5 stars!"
"Fast and efficient support. What else could you want."
"Found and fixed the reason why one test was failing, immediately!"
"Support nailed all of the pages of questions"
"Support was fantastic, used my chat history to quickly start addressing the issue. Support was able to resolve my issue quickly and explain what happened proactively. Thank you!"
"Support was extremely responsive and helpful and brought this support request to a quick resolution."
"Very good communication took place!"

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