A support desk for the sites you have already built.
Dedicated support staff who handle client change requests, CMS maintenance, DNS and email problems and hosting alerts in your tools, so your developers stay on billable projects.
Fifty maintenance clients, one shared inbox and a developer who keeps getting pulled off the new build.
Web agencies and hosting providers in the Netherlands and Belgium carry a long tail of live client sites. Each one generates small requests: change this text, the contact form stopped working, email is bouncing, the SSL certificate expired, WordPress needs updating. Individually trivial, together they consume a developer, and they rarely get billed properly.
Haven Teams supplies dedicated support staff who own that tail. They work in your ticketing system, hosting panels and CMS back-ends, make content and configuration changes, run plugin and core updates with your checklists, resolve DNS, email and certificate issues, respond to uptime alerts and log billable time, escalating only what truly needs a developer.
Developers pulled off projects
Small client requests interrupt the work that actually earns margin.
Maintenance contracts under-delivered
Updates and checks slip, and clients only hear from you when something breaks.
Unbilled support time
Quick fixes are never logged, so maintenance plans lose money.
Change requests and maintenance done, time logged.
- Content, image and page changes in WordPress, Craft, Drupal, Shopify and other CMSs following your checklists
- Core, theme and plugin updates with staging tests and rollback procedures
- DNS, domain, email (SPF, DKIM, DMARC) and SSL certificate issues in your hosting panels
- Responding to uptime, backup and security alerts and performing first-line checks
- Form, integration and performance troubleshooting with clear escalation to developers
- Logging billable time and maintenance reports per client in your PSA or project tool
Ticketing: HaloPSA, Freshdesk, Zendesk, Teamwork Desk and Jira Service Management. Hosting: Plesk, cPanel, Cloudways, Kinsta, WP Engine, TransIP, Combell and Hetzner. CMS: WordPress (with ManageWP or MainWP), Craft, Drupal, Shopify and Webflow. We train on your stack and your clients' 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
Can your staff make code changes?
Support staff handle content, configuration, updates and first-line troubleshooting. Custom code changes are escalated to your developers with a clear description; if you want offshore development capacity, Haven Teams' parent company Crescentek can discuss that separately.
How do you avoid breaking client sites during updates?
Updates follow your checklist: backup, staging test, update, verify, log. Anything that fails verification is rolled back and escalated, and we never update outside the maintenance windows you set.
Can you work with our clients directly?
Yes, in writing and under your brand, through your ticketing system. Phone contact in Dutch or French stays with your team at launch.
How do you handle after-hours alerts?
EU business day is standard. After-hours alert handling is available once a team is established, following your runbook for what can be fixed and what must be escalated.
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 moreSaaS companiesTier-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 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
Hand over your maintenance tail for two weeks.
One dedicated support person on real client tickets and updates, with measures agreed upfront. Half the monthly fee, credited if you continue.