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)

45s

Median time from live chat request to first response

Ask Ilma (AI) Success Rate

73.2%

Immediate resolution rate from the AI chat assistant

Email Response Time
(Top Priority)

0.5hr

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)

92.5%

Positive Customer Satisfaction Rate

What our customers have to say:

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

"Support was excellent. Timely communication, knowledgable, and able to assist with a solution. 10/10!"
"Excellent, speedy fix by Support and the team. Really impressed!"
"Great response time and solved the issue precisely."
"Support was extremely responsive and helpful and brought this support request to a quick resolution."
"Support is amazing. They double checked items in the background, was great at communicating along the way and solved our issue. Many many thanks!"
"Just what I needed. Thank you!"
"Prompt and to the point"
"Super fast resolution!"
"Amazingly quick response from Support, I also loved the Loom video they sent."
"Very pleasant support and effective resolution"

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