Etapa 9: Suporte Gerido
Suporte gerido por uma equipa europeia nomeada
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 da <a href="bamboohr-services">jornada do cliente Grouper</a>: etapa 9 de 12, Managed Support.
O suporte deve-se sentir como uma extensão da sua equipa, não como uma fila de tickets. Grouper oferece suporte gerido por uma equipa europeia nomeada no seu fuso horário, com horas de Suporte Platina e a opção de admin-as-a-service.
Monitorizamos o desempenho do serviço, adoção e a saúde da integração para que os problemas apareçam antes de causar impacto.
Porquê a Grouper
Uma consultoria europeia de tecnologia de RH, não apenas um 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
Uma empresa irlandesa com escritórios em Londres, Belfast, Dublin, Dubai e Kuwait, a entregar na região no seu fuso horário.
Equipes locais especializadas
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
Um gerente de conta nomeado, revisões de negócio trimestrais e uma parceria que perdura ao longo da vida da sua plataforma.
Vista de assinatura
A continuous improvement loop
A operação é um ciclo, não uma entrega. Selecione uma etapa do ciclo e veja o nível de suporte que se adequa às suas necessidades.
Run day to day
Helpdesk local e admin-as-a-service mantêm a plataforma a funcionar para as suas pessoas, no seu fuso horário.
- Helpdesk local
- Admin-as-a-service
- Release management
O que cobre o suporte gerido
Helpdesk local
Uma equipa europeia nomeada no seu fuso horário, não uma fila offshore.
Admin-as-a-service
Conduzimos a administração diária da plataforma para que a sua equipa não tenha de o fazer.
Release management
We manage BambooHR releases and keep your configuration current.
Monitoring
Monitorizamos proativamente o serviço, adoção e a saúde da integração.
Níveis de suporte
Perguntas frequentes
Tudo o que precisa de saber sobre managed support com a Grouper. Ainda tem alguma pergunta? Fale com um 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.
Autêntico Suporte. Resultados Reais. Transformação Real.
RH confiável, entregue localmente por Grouper
Mostramos-lhe o que um parceiro europeu entrega
Fale com a Grouper sobre managed support, ou sobre um projeto completo desde a descoberta até à implementação, suporte e melhoria contínua.
