max software
technical support
Our specialized, multidisciplinary technical support service for resolving incidents in organizations’ technology infrastructure or business application layers.
Max Software includes:
- Qualified professionals
- Extensive service coverage
- Faster problem resolution
- Accurate diagnostics
- Ticket tracking
Technical software support to meet your business’s different needs!
We provide qualified, multidisciplinary technical back-office support, generally focused on infrastructure/software, to handle incidents on market technology platforms.
| Features | Corporate | Enterprise | Premier |
|---|---|---|---|
| Included technologies¹ | LiveCloud, LiveWatch, Microsoft, CommVault, AWS, Linux | LiveCloud, LiveWatch, Microsoft, Veritas, Symantec, CommVault, AWS, Linux, Google Cloud, Fortinet, CheckPoint | LiveCloud, LiveWatch and one vendor of your choice from Microsoft, AWS, Google Cloud, Fortinet, CheckPoint |
| Areas of expertise | Incidents in the infrastructure layer of contracted technologies | Incidents in the infrastructure layer of contracted technologies | Incidents at the infrastructure layer of the contracted technologies, as defined in the commercial proposal |
| Investment | Upon request | Upon request | Upon request |
| Ticket opening | Hey!Ho! Service Portal, LiveCloud, Website | Hey!Ho! service portal, Site | Hey!Ho! Service Portal, LiveCloud, Website |
| Service and support dashboard through the Management Portal | ✔ | ✔ | ✔ |
| Periodic remote meetings using the Management Portal | Optional | Quarterly, on demand | Bimonthly |
| Tickets/month³ | 5 | 7 | 7 |
| Time to begin service | Within 2 hours | Within 45 minutes | Within 30 minutes |
| Priority for critical incidents (system down) | - | ✔ | ✔ |
| Support coverage⁴ | 5x10 or 7x24 | 5x10 or 7x24 | 5x10 or 7x24 |
| Service model | Infrastructure technical issues handled by Processor Companies | Infrastructure technical issues handled by Processor Companies | Ongoing support jointly provided by Empresas Processor and the selected technology vendor |
| Max Software Coordinator² | - | ✔ | ✔ (dedicated resource during business hours) |
Notes:
¹ Does not include CRM, ERP, code or business applications. Use Max Software Business Solutions for these cases. Cybersecurity includes EndPoints. For firewall and network core security, request Max Software specifically for CyberSec.
² TAM - Technical Account Manager - during business hours.
³ Monthly, non-cumulative incidents, limited to up to 4 hours of hourly work per incident/support request. After 4 hours of support, a second ticket is counted for the same context, and so on.
⁴ For Corporate, Enterprise, and Premier plans, 5x10 or 7x24 support coverage options are defined at the time of contracting..
⁵ The estimated time to activate the services is 7 days from the contracting date.
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Target audience: software users in general and technology/infrastructure teams with technical knowledge who require third- or fourth-level support.
Max Software 12 - Legacy -
Technical Support
Demand complexity
A specialist partner with extensive know-how has advanced diagnostic and monitoring tools and can provide automated solutions to identify and resolve issues quickly, as well as access to a broad knowledge base.
Service coverage
The service is available 24x7, with incidents logged through the support portal and/or application at any time, according to the organization's needs.
Response time
Established response-time parameters, regardless of resources, through SLAs and SLOs.
WHY WORK WITH A TECHNICAL EXPERT LIKE GOTOBIZ?
High costs of hiring and retaining talent with knowledge of the large number of technologies required
Through multidisciplinary teams, organizations receive support based on the technologies involved rather than on specific resources, delivered as a service at an optimized cost.
Benefits of technology support
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