
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:
"The most ideal customer experience. Gold standard!"
"The best support experience ever during a critical moment. Thanks a bunch, Support, for the prompt response once again!"
"Very fast and accurate responses. Thanks!"
"Vanta support was very helpful and communicated extremely well while working on the issues I was having. Thank you!"
"Super quick first response and resolved my issue quickly with clear guidance in follow ups and very polite responses."
"Service was quick, accurate, and professional. Thank you!"
"Helpful, clear, patient"
"Great communication to help with a question."
"Friendly and detailed response."
"As always the Vanta team has knocked it out of the park."
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!
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

