max software
solution 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
Business application support to meet different organizational needs!
We provide multidisciplinary backup support, generally focused on business applications and platforms/software, to handle functional incidents within the contracted scope.
Max Software 15 -
Solutions Support
| Features | Corporate | Enterprise |
|---|---|---|
| Included technologies | Hey!Ho!, Mérito, XRM, Receeba!, Diime!, Doone!, ERP Núcleo, PowerBI, PowerApps, Hyperautomation | Hey!Ho!, Mérito, XRM, Receeba!, Diime!, Doone!, ERP Núcleo, PowerBI, PowerApps, Hyperautomation |
| Areas of expertise | Incidents in the application layer of the contracted technologies | Incidents in the application layer of the contracted technologies |
| Ticket opening | Hey!Ho!, LiveCloud and website service portals | Hey!Ho!, LiveCloud and website service portals |
| Service and service management dashboard via Portal | ✔ | ✔ |
| Regular remote meetings | Optional | On demand, every two months |
| Tickets/month² | 5 | 7 |
| Time to begin service | Within 2 hours | Within 45 minutes |
| Priority for critical incidents (system down) | - | ✔ |
| Service coverage³ | 5x10 or 7x24 | 5x10 or 7x24 |
| Max Software Relationship Coordinator¹ | - | Optional |
| Investment | Upon request | Upon request |
Notes:
¹ During business hours.
² Monthly, non-cumulative incidents, limited to up to 4 hours of work per incident/service request. After 4 hours of service, a second ticket is counted for the same context, and so on.
³ For Corporate and Enterprise plans, 5x10 or 7x24 support coverage is available, as defined at the time of contracting.
⁴ The maximum time for service activation is 7 days from the contract date.
* Max Software 15 - Solutions Support and its features commercially in effect as of 11/01/2025.
Access the previous version here.
Target audience: development / systems / project teams with technical knowledge that need third- or fourth-level 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 solution support
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