For Vanta's global technical support team, helping our customers is our calling.
- Check out our Technical Support Metrics!
Support Hours
- Support is provided Monday through Friday at the following times and during US and local holidays*.
-
- AMER: M-F 8 AM - 8 PM EST/EDT
- EMEA: M-F 9 AM - 5 PM BST/BDT
- APAC: M-F 8 AM - 5 PM AEST/AEDT
- Chat Support: M-F 9 AM - 5 PM ET
When should I open a ticket?
- Experiencing errors or abnormal behavior of the Vanta Platform
- An issue requires diagnosis and resolution of Vanta platform issues
What isn't in scope with Vanta Technical Support?
- Use of the Vanta platform outside applicable documentation
- General internet problems or other factors outside of Vanta's reasonable control
- Issues with infrastructure
- Issues with third-party systems
- Free evaluations
- Professional services deliverables
How can I contact Support?
- The Support channels are available to the Customer throughout the Vanta Platform.
- Select
- Vanta’s Help Center is open 24x7 with helpful knowledge base articles at https://help.vanta.com/
Required information
The following information regarding the Incident:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident's impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data
- The wording of any error message
Priority Levels and Target Response Times
| Priority Level | Priority Level Description | Target Response Times (estimated) |
| High |
Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround is available |
Three business hours |
| Medium |
Service is responding and functional, but performance is degraded, and/or Incident has a potentially severe impact on the operation of the Service for multiple users. |
One business day |
| Low |
Non-critical issue; no significant impact on the performance of the Service, but the user experience may be affected. |
Two business days |
*At a reduced capacity during US and local holidays
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