Out-of-hours coverage without burning out your engineers.
Dedicated helpdesk staff who take your evening, night, weekend and holiday shifts in your service desk, handle tickets and alerts from your runbooks and wake your on-call engineer only when the runbook says so.
Your on-call engineer is woken three times a night for alerts that a runbook could have handled.
IT providers and internal IT teams in the Netherlands and Belgium are expected to be reachable around the clock, but a local 24/7 rota is expensive and exhausting. On-call engineers answer password resets at midnight, monitoring alerts wake people for issues that resolve themselves, and real incidents still wait because the first-line queue is unattended.
Haven Teams staffs those hours. Working from our office in Kolkata, where your night is our daytime, dedicated helpdesk staff handle tickets and alerts in your service desk from your runbooks, resolve what the runbook allows, and escalate to your on-call engineer only for defined incident types, with a complete hand-over at the start of your business day.
On-call fatigue
Engineers lose sleep and goodwill to issues a first-line person could handle.
Unattended queues overnight
Tickets logged at 22:00 wait until 09:00, and clients notice.
Expensive local night rotas
Staffing a 24/7 seat locally takes five or six people and pays overtime.
Runbook-driven coverage, clean hand-overs, fewer wake-ups.
- Handling tickets and chat in your service desk during evenings, nights, weekends and holidays
- Password resets, account unlocks, MFA and access requests from your runbooks
- Monitoring alert triage: acknowledging, running first-line checks and resolving or escalating per runbook
- Major-incident recognition and escalation to your on-call engineer with full detail
- Scheduled overnight tasks such as backup checks, patch verification and report runs
- A structured hand-over at the start of your day: what happened, what is open, what needs attention
Kolkata is 3.5 to 4.5 hours ahead of the Netherlands and Belgium, so your evening and night shifts fall in our afternoon and evening. That makes out-of-hours coverage easier to staff well, with experienced people rather than whoever will take a night shift.
- 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
What can out-of-hours staff resolve without waking anyone?
Whatever your runbooks allow: password and access issues, known alert types with documented fixes, service restarts you have approved and standard requests. Anything outside the runbook is escalated according to your matrix, and we expand the runbooks together as patterns emerge.
How are major incidents handled?
Your incident definitions and escalation matrix are built into onboarding. Staff recognise a major incident, open the bridge or call your on-call engineer, keep the ticket and communication updated and follow your status-page procedure.
Do you cover weekends and public holidays?
Yes. Coverage is planned as a rota per seat, including Dutch and Belgian public holidays and your clients' maintenance windows.
How many people does a 24/7 seat need?
A full 24/7 seat typically needs five to six trained staff including backup. Many clients start with evenings and weekends only, which needs two to three.
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 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 moreRelated desks: Tech Support Desk · Finance Desk · Security Operations Desk
Cover your out-of-hours queue for two weeks.
Dedicated staff on your real evening and weekend shifts, with your runbooks and escalation measures agreed upfront. Half the monthly fee, credited if you continue.