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FAQs for Transferring an Existing Vanta Customer under your Partnership

  • Updated

 

The following Help Center article is for Vanta's Managed Service Providers. For additional questions, email the Vanta Partner Team at msp@vanta.com

 

What does it mean to transfer a customer account to your partnership?

  • Access: The customer is allowing their MSP to have administrative access to their Vanta instance and consenting to Vanta sharing their customer information (as defined in Vanta’s MSA) with them. Their account and all associated customer Information will be accessible by their MSP through the MSP Console.
  • Support: MSP provides support to the customer. Upon transfer, the customer will no longer be eligible to receive dedicated support from their Vanta Customer Success Manager. MSPs may utilize our Channel Support Team and IT Support Team via msp@vanta.com for guidance. 
  • Billing: MSP assumes responsibility for the billing. Upon expiration of the customer’s existing Vanta contract, all billing for the account will be billed under the MSP Program.

Which customers should an MSP transfer?

  • Only customers who are being fully managed and supported by an MSP should be transferred. That means the MSP is being supported throughout their Vanta journey including implementation, audit readiness, during audit, and post-audit management.
  • This is because transferred customers will no longer receive direct Customer Success Manager support. So, the expectation is that the MSP will be able to fully support the customer with the help of our Channel Support Team.

Which customers should an MSP not transfer?

  • Customers engaged with an MSP solely for implementation services and/or other a-la-carte services such as pen-testing, tabletop exercise, and general consulting. 

Will the MSP discount still apply to the transferred customer?

  • The discount will not be applied to the transferred SKU. Any net new SKUs added will be discounted. 

Can the customer still go to their Vanta Customer Success Manager for support?

  • No, once the customer is transferred into an MSP Console, the customer is no longer eligible to receive dedicated support from their Vanta CSM. The MSP will be responsible for providing support for the customer as of the time of transfer. The MSP may lean on our Channel Support Team and IT Support Team via msp@vanta.com for guidance.

The customer is still eligible to use our general support team. However, the MSP must be involved in all support tickets.

How will billing work?

  • Through Product (SKU) Expiration with Vanta: The transferred product will continue to be billed to the customer via Vanta and Vanta’s invoice until the end of the current Vanta direct contract. Any new products deployed by the MSP will be billed to the MSP and will be subject to a new one year contract. 
  • At Contract Expiration with Vanta: Upon renewal of their existing contract, the customer’s contract with Vanta will expire and all billing will be billed directly to the MSP on a monthly basis. The transferred product will renew at the equivalent amount they were being charged on via Vanta directly, but will be billed to the MSP on a monthly basis and subject to a one year contract. 

Upon transfer under your partnership, you’ll have the ability to add new products to your customers’ accounts. By adding a product to a new or existing account, you agree to be billed monthly for the associated costs for a period of one year. Please note that charges will be applied to the payment method entered in the Billing page or the agreed upon net-30 invoice terms within the MSP Agreement. 

Contact Us

  • For additional questions, email the Vanta Partner Team at msp@vanta.com. For any questions regarding your invoice/billing please reach out to ar@vanta.com