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Support and incidents
This page explains how Vanta CRM handles support requests, urgent operational issues, and security reports. These targets are customer-facing commitments for the current private-beta operating model; signed contracts or order forms may define stricter terms.
Last updated May 22, 2026.
Support response targets
| Request type | Target | Notes |
|---|---|---|
| General product support | Initial response within one business day | Questions about setup, CRM workflows, imports, billing screens, and account access route through support@vantacrm.com or the in-app support path. |
| Billing, privacy, and account-security requests | Initial response within one business day | Requests involving invoices, cancellations, exports, deletion, login recovery, privacy, or data access are reviewed manually before action is taken. |
| Active service outage | Same-business-day acknowledgement when detected | Availability incidents are triaged from health checks, Sentry, Vercel logs, customer reports, and the internal on-call runbook. |
| Vulnerability report | Initial response within two business days | Security reports should go to security@vantacrm.com with reproduction details and no public disclosure until remediation is complete. |
Vanta CRM does not currently advertise 24/7 human support. Critical production alerts are monitored through the operational tooling described in the internal on-call runbook, and response timing may vary during vendor outages outside Vanta CRM’s control.
Incident process
- 1
Detect and verify the issue using health checks, Sentry, Vercel, Supabase, Stripe, Resend, Google, and customer reports.
- 2
Classify severity based on customer impact: full outage, degraded core workflow, single-tenant issue, or non-production bug.
- 3
Mitigate first with rollback, feature-flag disablement, environment repair, or vendor escalation.
- 4
Communicate practical status updates to affected customers when the impact is broad or customer action is required.
- 5
Review the root cause after resolution and update the internal runbook or tests when a repeat failure is preventable.
Escalation contacts
Product support: support@vantacrm.com
Security reports: security@vantacrm.com
Privacy requests: privacy@vantacrm.com
What customers can expect
- Clear acknowledgement when a request is received.
- Plain-language updates for broad incidents or customer-impacting fixes.
- Confirmation when an account, billing, privacy, or security action is complete.
- No request to send passwords, recovery codes, or API keys through email.
Related policies
Billing, cancellation, and refund handling is covered in Billing and trials. Security controls and vulnerability-reporting expectations are covered on the Security page.