Tier-1 support that protects your engineers and your churn rate.
Dedicated support agents who learn your product deeply, answer customer questions in your help desk, reproduce and triage bugs and hand engineering clean, reproducible reports.
Every 'is this a bug?' message that reaches a developer costs an hour of focus.
Software companies in the Netherlands and Belgium scale support badly. Founders and product people answer tickets until it hurts, then hire generalist agents who escalate everything, and engineering drowns in half-described issues. Customers wait, and renewal conversations start with complaints about support.
Haven Teams supplies dedicated tier-1 agents who become product experts. They work in your help desk, answer how-to and account questions from your documentation, reproduce reported bugs in a test environment, triage with severity and steps to reproduce, and escalate to engineering through your issue tracker with everything attached. AI tools draft; a person checks every reply.
Engineering interrupted by support
Developers lose focus to questions that documentation already answers.
Escalations without detail
Bugs arrive as 'it does not work', and engineers spend hours reproducing.
Support quality varies by agent
Rotating or shared agents never learn the product well enough to be useful.
Product experts in your help desk, every day.
- Answering how-to, billing and account questions in your help desk from your documentation
- Reproducing reported issues in a test environment and classifying them by severity
- Writing clean bug reports with steps, screenshots, logs and environment details in Jira, Linear or GitHub
- Onboarding and activation support for new customers following your playbooks
- Tagging and reporting on ticket themes so product knows what customers struggle with
- Updating help-centre articles and macros as the product changes
Help desks such as Zendesk, Intercom, HubSpot Service Hub, Freshdesk, Help Scout and Front; issue tracking in Jira, Linear, GitHub and Azure DevOps; knowledge in Notion, Confluence or your help centre. We train on your product before the pilot, with your team's sign-off.
- 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
How well will agents know our product?
Dedicated agents spend their first two weeks in structured product training with your team, then work only on your product. We measure first-contact resolution and escalation quality monthly, and the same agents stay with you, so knowledge compounds.
Can you support customers in Dutch?
Written support in Dutch is handled using your templates and translation tools with a person checking every message before it goes out. Phone or live chat in Dutch is not offered at launch; English live chat is.
Do you use AI to answer tickets?
AI tools help draft replies from your documentation and summarise long threads. A person reviews every reply before it is sent, and no customer data goes into public AI tools; the tools we use are listed in your data processing agreement.
Can agents cover evenings or weekends?
EU business day is standard. Extended or weekend coverage is available once a team is established; a shared rota can give you seven-day written support.
Other sectors and tasks
Each page explains how the same desk works for a different kind of organisation.
L1 engineers in your PSA and RMM, working your ticket queue to your SLAs, under your brand.
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 a dedicated product-support agent on your queue for two weeks.
Real tickets, your help desk, with first-response and resolution measures agreed upfront. Half the monthly fee, credited if you continue.