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:
"A great help! Thank you!"
"Amazing support, pleasant and helpful."
"Support was super helpful and provided me the information I was looking for."
"Support is, as always, wonderful !"
"Great support. Support helped us identify an issue we could not fix."
"I'm really happy with the responses of support team for my ticket. I'm really amazed with the quality of response and responsiveness in general. Great job!"
"Quick & ACCURATE response"
"Quick resolution. Everything was good."
"Solved my problem quickly and efficiently"
"Thanks. Very clear on how and the why"
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
