A first line that lets your engineers engineer.
Dedicated L1 helpdesk engineers who work your ticket queue in your PSA and RMM, under your brand and SLAs, so your second and third line stop being interrupted.
Your best engineers are resetting passwords, and your SLA report shows it.
Managed service providers in the Netherlands and Belgium are growing faster than they can hire. First-line tickets, password resets, access requests, new-starter setups and the daily stream of monitoring alerts, land on engineers who should be doing projects and escalations. Response times slip, margins thin and good engineers leave for calmer jobs.
Haven Teams gives MSPs a dedicated first line. Our L1 engineers work inside your PSA, RMM and documentation tools under your brand, triage and resolve tickets from your knowledge base, escalate cleanly with full notes and keep your SLA numbers green. A named team lead handles rostering, quality and coaching.
Engineers interrupted all day
Level-2 and level-3 staff lose hours to tickets a trained L1 could close.
SLA response times slipping
Queues grow faster than headcount, and clients notice first-response delays.
Hiring L1 is slow and churny
Junior engineers take months to find and leave within a year.
Tickets triaged, resolved or escalated with full notes.
- Ticket triage, categorisation, prioritisation and routing in your PSA
- Password resets, MFA issues, account unlocks and access and licence requests in Microsoft 365, Entra ID and Google Workspace
- New-starter and leaver processes from your checklists, including device and mailbox setup
- First-line troubleshooting from your knowledge base: Outlook, Teams, printers, VPN, endpoint issues
- Monitoring and backup alert handling in your RMM, with escalation to your engineers
- Keeping client documentation current in IT Glue, Hudu or your documentation tool
PSA and ticketing: Autotask, ConnectWise Manage, HaloPSA, Jira Service Management, Freshservice and TOPdesk. RMM: Datto RMM, NinjaOne, N-able and ConnectWise Automate. Documentation: IT Glue and Hudu. We train on your stack and your client runbooks before the pilot.
- From
- €1,400 per team member per month
- Hours
- EU business day as standard; extended hours by arrangement
- Pilot
- 2-week pilot at half the fee
Questions we get asked
Will our clients know support is delivered from India?
Only if you tell them. Engineers work under your brand in your tools, with your email signatures and ticket templates. Many MSPs are open about their dedicated offshore team; that choice is yours.
What about Dutch-speaking end users?
Our engineers support in English. Written Dutch is handled using your templates and translation tools with a person checking every reply. Dutch-language phone support is not offered at launch, so phone-first clients keep that line with your local team.
How are escalations handled?
Your escalation matrix defines what moves to L2 and when. Every escalation carries a complete ticket history, steps taken and diagnostic output, so your engineers do not start from zero. We measure escalation quality in the monthly scorecard.
Can you cover our clients' extended hours?
EU business day is standard. Extended coverage, for example 07:00–20:00 CET, is available once a team is established, and overnight coverage can be discussed for larger teams.
Other sectors and tasks
Each page explains how the same desk works for a different kind of organisation.
Tier-1 product support in your help desk: how-to questions, account issues, bug triage and clean escalations to engineering.
Read moreE-commerce customer supportOrder, delivery and returns questions handled in your help desk and shop back-end, seven days a week if needed.
Read moreHosting & web agenciesClient website support, CMS updates, DNS and email issues and hosting tickets, handled so your developers can build.
Read moreRetail chains (store IT support)First-line IT support for stores: POS, payment terminals, scanners, printers and network issues, resolved before the queue forms.
Read more24/7 & out-of-hours helpdeskEvening, night and weekend coverage for your service desk, with your runbooks and escalation paths.
Read moreRelated desks: Tech Support Desk · Finance Desk · Security Operations Desk
Put an L1 engineer on your queue for two weeks.
Real tickets, your PSA, your SLAs, with first-response and resolution measures agreed upfront. Half the monthly fee, credited if you continue.