Customer support
Help from a named European team, in your time zone
Whether you need to raise a ticket, reach your account manager or find a guide, everything is in one place. Existing customers get Platinum Support included as standard.
Get help
Submit a support request
Raise a new request with our European service desk. We respond within your service-level agreement.
Raise a ticket
Log and track an issue through the customer portal, with full visibility of status and history.
Contact your account manager
Speak with your named account manager about your platform, roadmap or a business review.
Emergency support
Business-critical issue outside normal hours? 24/7/365 cover is available for eligible plans.
Self service and resources
Customer portal
Log in to raise and track tickets, view your account and manage users.
Knowledge base
Step-by-step guides and best-practice articles for administrators and managers.
Download resources
Templates, checklists and configuration guides to help your team.
Service status
Live platform and integration status, plus scheduled maintenance windows.
All systems operational
Live platform status · refreshed 12:44:51 AM
Uptime shown across the last 90 days. Scheduled maintenance is announced in advance through the customer portal.
Support FAQs
What are your support hours?
Platinum Support runs Monday to Friday, 09:00 to 23:00 GMT. 24/7/365 cover is available for organisations that need it.
How do I raise an urgent issue?
Submit a support request marked urgent, or use the emergency contact route if you are on a plan with out-of-hours cover.
Can Grouper administer the platform for us?
Yes. Admin-as-a-service is part of our managed support, so our team can run day-to-day administration for you.
Who is my main point of contact?
Every customer has a named account manager who knows your organisation and coordinates support and reviews.
Not a customer yet?
See what a European white-glove partner delivers, from first discovery workshop through implementation and long-term support.
