max software
software technical support for high-severity or mission-critical scenarios.
Max Software provides mission-critical support for customers who depend on the continuous availability of their systems and environments. It handles high-severity incidents, structural failures and “system down” situations, delivering immediate response, technical expertise and recovery under a 24x7 SLA, and includes:
- Qualified professionals
- Extensive service coverage
- Faster problem resolution
- Accurate diagnostics
- Ticket tracking
When your operations depend on critical systems—cloud, security, data, or Microsoft infrastructure and other essential technologies—there is no room for instability, failures, or delays. With GotoBiz’s Max Software technical support, you do not simply hire support: you gain specialized knowledge, governance, continuity, and real performance for your business.
Our support goes far beyond “solving the problem at hand”: with Max Software, you get:
- 24×7 coverage for critical incidents, with a response SLA of up to 30 minutes for significant events and continuous support until ticket resolution.
- Accurate diagnostics and fast resolution, delivered by qualified, certified and multidisciplinary teams with expertise in Cloud, Security, Data, Identity & Compliance, hybrid or multi-cloud infrastructure, Modern Work & Collaboration, and other supported stacks.
- Remote assistance for configurations, incidents, and technical support for products within the scope—not just one-off fixes, but ongoing support to keep your environment stable.
- Dedicated technical account management (TAM/CSAM) for customers subscribing to the Corporate or Enterprise packages—providing personalized support, a focus on results, continuous improvement, compliance, and governance.
- Additional on-demand services — invitations to seminars and SmartMeetings, adoption workshops, and health checks to assess and optimize the health of the environment.
- Portal with ticket history, SLA indicators, service status and a consolidated governance view — information and control for decision-making.
In addition, through GotoBiz’s complementary platforms — LiveCloud, Hey!Ho!, and ServiceOps — the client can track contracted demands and services: ticket opening and tracking, contract management, usage, ticket history, generated documentation, activities, and governance.
For companies that need performance, reliability, governance and continuous availability—whether in the cloud, hybrid environments or legacy systems—Max Software represents a strategic investment in stability, risk mitigation and efficiency, reducing downtime risks and minimizing losses.
Mission-Critical Support - Max Software 15*
| Features | Corporate | Enterprise |
|---|---|---|
| Scope¹ | Cloud Infrastructure Stack, Security, Identity & Compliance Stack, Hybrid, Infrastructure & Multi-Cloud Stack, Modern Work & Collaboration Stack | Cloud Infrastructure Stack, Security, Identity & Compliance Stack, Hybrid, Infrastructure & Multi-Cloud Stack, Data & AI Stack, Modern Work & Collaboration Stack |
| Scope service focus | Product-related support within scope + remote configuration support + support for critical incidents within scope | Product-related support within scope + remote configuration support + support for critical incidents within scope |
| Service hours** | 12x5 (services) and 24x7 (critical) | 12x5 (services) and 24x7 (critical) |
| Support channel | Dedicated portal + email + phone + WhatsApp | Dedicated portal + email + phone + WhatsApp |
| Response SLA | Up to 30 min (major incidents), 1 hour normal | Up to 30 min (major incidents), 1 hour normal |
| Resolution SLA | Continuous support through closing | Continuous support through closing |
| Incidents/month ²(up to) | 5 | 7 |
| Additional services | Invitation to Seminars/SmartMeetings. Up to two adoption workshops per year and a continuous improvement plan with a quarterly health check; all services delivered on demand upon ticket submission | Invitation to Seminars/SmartMeetings. Up to two adoption workshops per year and a continuous improvement plan with a quarterly health check; all services are activated on demand upon ticket submission. |
| Account management³ | Technical account manager (TAM/CSAM) 8x5 | Technical Account Manager (TAM/CSAM)⁴ 8x5 |
| Consultative support | Up to 8h/month, 8x5 | Up to 16 hours/month, 8x5 |
| Reports | Via Portal in executive format | Via Portal in executive format |
| Languages | PT-BR + EN (if necessary, subject to quotation) | PT-BR + EN (if necessary, subject to quotation) |
| Recommended for | High-demand Corporate and Enterprise environments with compliance and high availability | High-demand Corporate and Enterprise environments with compliance and high availability |
| Who it applies to - Size | Top SMB and Corporate companies | Large Enterprise and Enterprise companies |
| Who it applies to - Models | Infrastructure based on Microsoft , AWS , Checkpoint and Linux | Infrastructure based on Microsoft , AWS , Checkpoint and Linux |
| Support | Tier 1, Tier 3 and Tier 4 Support Team | Tier 1, Tier 3 and Tier 4 Support Team |
| Portal | Hey!Ho!/LiveCloud,ServiceOps per hour and Diime | Hey!Ho!/LiveCloud,ServiceOps per hour and Diime |
¹ Products included in the scope: see the complete list of supported products/solutions here in Max Software Corporate and Max Software Enterprise.
Notes:
² Monthly, non-cumulative incidents, limited to up to 4 hours of hourly work per incident/service request. After 4 hours of service, a second ticket is counted for the same context, and so on.
³ Account management: carried out by a Technical Account Manager (TAM/CSAM), who acts as the focal point between the client and GotoBiz. Responsible for coordinating technical support, tracking SLA metrics and promoting operational continuity in the supported environment, with a focus on results, governance and continuous improvement.⁴ TAM (Technical Account Manager) and CSAM (Customer Success Account Manager)
Professional Services: Optionally, in addition to Max Software - Mission-Critical Support, customers may contract supplementary support packages in the form of “N” blocks of 40 hours per year, with 32 hours allocated to technical execution and 8 hours reserved for quality and oversight activities (QA). These hours are used on a scheduled basis during business hours (8x5) for planned support, improvement or specialized assistance requests. Contracted blocks are indivisible, may not be split, and are not eligible for reimbursement or conversion into emergency hours (“non-breakable”).
* Max Software 15 - Mission-Critical Support and its features commercially available as of 11/01/2025.
** The service operates 24x7. Critical tickets (system down) are handled immediately; configuration, workshops, adoption, and improvement activities follow a 12x5 window.
Access the previous version Max Software 12 - Legacy here.
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 RELY ON A
TECHNICAL SPECIALIST
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 for customers
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