Customer Support 

At Hanover SaaS, we prioritise the success of our clients above all else. With our dedicated core Hanover SaaS Customer Support Team, led by Mike Hart, and alongside Dan Nicolson and our global team of developers, we are committed to delivering outstanding service and ensuring your experience with our platform is nothing short of exceptional.

Customer Support Team


Mike H

Director: Products & Infrastructure 


Amy W

Community Manager


Guy R

Head of Quality Assurance


Jon O

Project Manager 

What you can expect from the Hanover SaaS Customer Support Team;
● Increased developer resources coding away on Hanover SAAS each month.● More consistent customer support from software experts.● Improved response timeframe.● Regular communication of upcoming software developments.● A high level of quality assurance.● A clear 12-month development pipeline detailing future, larger, EXCITING feature updates.● Opportunities for you to provide feedback and influence the evolution of Hanover.

Support Triage and Prioritisation
We understand that prompt and efficient support is crucial to our customers, which is why we have implemented a meticulous support desk triage process. This process allows us to effectively prioritise and categorise support tickets, ensuring that each case receives the attention it deserves. By classifying cases into urgent, bug, or feature request categories, we can address them swiftly and accurately. We have agents and developers working across the globe to ensure that the support desk is covered at all times. Please see the below table for more information on how we triage support tickets;


In addition to the above information, we are aware that there are issues that may not fall into a specific category. Escalation is dealt with as follows;
● Emergency support - Daniel ● Escalation for Bugs - Daniel, Mike and Lead Developer ● Escalation for features - Rob, Mike and Lead Developer
Please note: feature requests are handled on an individual basis. Hanover SaaS operates on a shared codebase, which means that any changes to the system require careful consideration to ensure they align with the functionality and needs of all our users.
We prioritise feature requests accordingly, and they may already be included in our Development Plan for 2023 or added to our backlog for future developments. In such cases, it may not be possible to provide a specific timeframe for implementation. However, our Customer Support team will keep you informed about the likelihood of the feature being developed or its progress if it has been approved.
Please feel free to reach out to our Customer Support team with any feature suggestions, or, for any updates or enquiries - moc.mrcrevonah%40troppus

Code Review and CRM Uptime
In order to maintain the highest quality standards, we uphold a strict code review protocol. Before any fixes or changes are deployed, our experienced developers and quality assurance team conduct thorough code reviews to guarantee that our software operates flawlessly. This meticulous approach ensures that our clients can trust in the reliability and stability of our solutions.We recognise that uninterrupted access to our services is essential for your business operations. To that end, our team works tirelessly to achieve an impressive uptime rate of 99.99% per month. We understand that every minute counts, and we are dedicated to minimising any potential downtime or disruptions, allowing you to focus on your core objectives.

Development Plan 2023
Looking ahead, we are excited to share our development roadmap for 2023 and beyond. Hanover SaaS is continuously evolving to meet the dynamic needs of our customers. Our roadmap is filled with exciting feature developments aimed at enhancing the functionality and usability of our platform. We listen to our clients' feedback and actively incorporate their insights into our product development process, ensuring that we provide the most comprehensive and intuitive solutions in the industry.
At Hanover SaaS, we pride ourselves on delivering exceptional service. With our dedicated support team, efficient ticket triage process, stringent code review protocols, and commitment to uptime, we are confident in our ability to exceed your expectations.