Etapa 9: Soporte gestionado
Soporte gestionado desde un equipo europeo designado
Keep the platform running with local helpdesk support, admin-as-a-service and release management, backed by clear service levels and Platinum Support hours.
Parte del <a href="bamboohr-services">viaje del cliente de Grouper</a>: etapa 9 de 12, Managed Support.
El soporte debe sentirse como una extensión de tu equipo, no como una cola de tickets. Grouper ofrece soporte administrado desde un equipo europeo asignado en tu zona horaria, con horario de Platinum Support y la opción de administración como servicio.
Monitoreamos el rendimiento del servicio, la adopción y la salud de la integración para que los problemas surjan antes de que impacten.
Por qué Grouper
Una consultoría tecnológica de RR. HH. europea, no solo un revendedor
Grouper is an Irish company with consultants across Europe and the Middle East. We deliver the whole engagement, from first discovery workshop to long-term optimisation. BambooHR is one component of what we do.
European implementation partner
Una empresa irlandesa con oficinas en Londres, Belfast, Dublín, Dubái y Kuwait, entregando en toda la región en tu zona horaria.
Equipos locales especializados
Local consultants, accredited project managers, HR, technical, API, security and integration specialists on every engagement.
Implementation services
Implementation, migration, training and support can be scoped alongside your BambooHR subscription, with pricing set out in your proposal.
Long-term account management
Un gerente de cuentas asignado, revisiones comerciales trimestrales y una asociación que dura durante la vida de tu plataforma.
Vista de firma
A continuous improvement loop
La operación es un ciclo, no una entrega. Selecciona una etapa del ciclo y revisa el nivel de soporte que se ajusta a tus necesidades.
Run day to day
El soporte local de mesa de ayuda y el servicio de administración como servicio mantienen la plataforma en funcionamiento para tu gente, en tu zona horaria.
- Mesa de ayuda local
- Admin-as-a-service
- Release management
Qué cubre el soporte gestionado
Mesa de ayuda local
Un equipo europeo designado en su zona horaria, no una cola offshore.
Admin-as-a-service
Ejecutamos la administración diaria de la plataforma para que su equipo no tenga que hacerlo.
Release management
We manage BambooHR releases and keep your configuration current.
Monitoring
Monitoreamos proactivamente la salud del servicio, la adopción y la integración.
Niveles de soporte
Preguntas frecuentes
Todo lo que necesitas saber sobre managed support con Grouper. ¿Aún tienes una pregunta? Habla con un consultor.
Who will we actually deal with for support?
You get a named European team in your own time zone, not an anonymous offshore ticket queue. They get to know your configuration and your organisation, so support feels like an extension of your team rather than a stranger reading from a script.
What are your support hours and response times?
Platinum Support runs Monday to Friday, 09:00 to 23:00 GMT, with 24/7/365 cover available for organisations that need it. Response targets are set out in clear service levels so you know exactly what to expect for different priorities.
What is admin-as-a-service?
It is the option for Grouper to run the day-to-day administration of BambooHR on your behalf, from configuration changes to workflow tweaks and user management. This suits teams who would rather own outcomes than the mechanics of the platform.
How do you handle BambooHR product releases?
Our release management keeps your configuration current as BambooHR ships updates, so new capability is adopted safely and nothing breaks. We assess each release for relevance and let you know what changes and what it means for you.
How is managed support priced?
Your proposal sets out the selected support service, channels, service levels and charges. Extended coverage and administration services can be scoped around your needs.
How do we log and track issues?
You raise issues through an agreed channel and they are tracked against service levels, so nothing gets lost and priorities are clear. Your named team owns them through to resolution and keeps you updated rather than leaving you chasing.
Can you support us across multiple countries and entities?
Yes. As an Irish company with consultants across Dublin, Belfast, London, Dubai and Kuwait, we support multi-entity, multi-country organisations in local time zones. We understand the local employment and data-protection context in the markets you operate in.
How does managed support handle GDPR and data security?
Our team works within your permission and security model and follows GDPR principles when handling any personal data during support. Access is controlled and auditable, and we never move or expose employee data beyond what an issue genuinely requires.
What is the difference between the support tiers?
Standard gives you a local helpdesk in your time zone, Platinum adds priority response and a named contact, and 24/7/365 provides round-the-clock operational cover. We help you pick the tier that matches your risk profile and how critical the platform is to daily operations.
How does support connect to the rest of the journey?
Managed support is the steady-state that follows go-live and hypercare, and it feeds your customer success partnership and quarterly reviews. Recurring issues or improvement ideas surfaced in support become inputs to continuous improvement.
How do you measure support performance?
We track response and resolution against agreed service levels, monitor adoption and integration health, and review satisfaction with you regularly. These measures are shared openly so you can see the service is delivering, not just assume it is.
Soporte real. Resultados reales. Transformación real.
RR. HH. de confianza, entregado localmente por Grouper
Déjanos mostrarte lo que un socio europeo ofrece
Habla con Grouper sobre managed support, o sobre un compromiso completo desde el descubrimiento hasta la implementación, soporte y mejora continua.
