Managed support from a named European team

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.

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.

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.

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.

Platinum Support is included at the same subscription price as acquiring your BambooHR licences direct from Utah, as part of our white-glove partnership. Extended options such as 24/7/365 cover or heavier admin-as-a-service are agreed based on your needs.

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.

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.

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.

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.

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.

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.