Specialized technical support
for operations that cannot stop
Digital environments demand more than reactive support. GotoBiz connects specialists, processes, and platforms to support the continuity, stability, and evolution of technology operations.
With Max Software, companies have access to multidisciplinary technical support for critical incidents, business applications and technology platforms, with structured service models, ticket tracking and operational visibility.
When technology supports the business, support must be strategic
Systems, applications, cloud, security, data, and enterprise platforms are increasingly connected to companies’ operations. When a failure occurs, the impact can go beyond IT: it affects productivity, customer service, revenue, customer experience, and decision-making.
That is why technical support is no longer merely a service channel; it becomes an operational support layer, connecting specialized response, governance, visibility and continuous follow-up.
The challenges that make technical support more complex
Distributed digital operations require specialized expertise, clear processes, and responsiveness across different layers of the environment.
Increasingly critical environments
Applications, infrastructure, cloud, security and data support essential business processes.
Incidents with multiple causes
A failure may involve different technologies, suppliers, integrations, and service layers.
Overloaded internal teams
IT teams need to balance support, projects, innovation and service to business areas.
Lack of operational visibility
Without ticket history, metrics and ticket management, the company loses its ability to prioritize.
Specialized support to sustain digital environments, applications, and operations
GotoBiz’s technical support was designed to assist companies that need qualified technical responses, organized service management, and operational monitoring across technology environments.
The service combines multidisciplinary specialists, structured channels, ticket management, SLAs, and platforms that support governance.
The logic is simple: provide greater predictability in technical support, expand response capacity, and help maintain the continuity of the environments that keep the business running.
Two support tracks for different operational needs
Max Software is divided into complementary service tiers according to the criticality of the environment and the type of technology supported.
Mission-critical
Mission-Critical Support
For technology environments where downtime, structural failures, or severe incidents can significantly impact the business.
Recommended for companies that depend on the continuity of systems, infrastructure, cloud, security, data, identity, compliance, and hybrid or multicloud environments.
The offering includes support for major incidents, remote support, ticket follow-up, technical account management, and portal visibility, according to the service plan selected by the client.
Solution support
Solutions Support
For business applications, corporate platforms and digital solutions that require technical and functional support within the contracted scope.
Recommended for companies using solutions such as Hey!Ho!, Mérito, XRM, Receeba!, Diime!, Doone!, ERP Núcleo, Power BI, Power Apps and HyperAutomation.
The offering handles incidents at the application layer of the contracted technologies, with tickets opened through service portals, a service management dashboard, and coverage options of 5x10 or 7x24, according to the contracted plan.
Which option makes the most sense for your operation?
| Need | The best path |
|---|---|
| Critical incidents, system down or high-severity environments | Max Software Mission-Critical Support |
| Support for business applications and enterprise solutions | Max Software Solution Support |
| Cloud, security, data, identity, compliance or infrastructure environments | Mission-Critical Support |
| Applications such as Hey!Ho!, Mérito, Diime!, ERP Núcleo, Power BI and Power Apps | Solutions Support |
| Questions about the ideal option | Talk to a GotoBiz specialist |
From ticket creation to operational visibility
Specialized technical support connects service, diagnosis, follow-up, and management to give operations greater control.
Dispatch
Ticket submission through designated channels, according to the scope and contracted service model.
What your company gains
with a more structured support operation
Greater predictability in service delivery
SLAs, defined channels, and clear scopes help organize the technical response and reduce operational noise.
Visibility for management and prioritization
Dashboards, ticket history, and performance indicators help track recurring issues, status, and service progress.
Specialists for different layers of the environment
Multidisciplinary teams support demands across infrastructure, cloud, security, data, applications and corporate platforms.
Business continuity support
Structured operations help reduce operational impacts on environments and applications that support critical processes.
Less strain on the internal team
Specialized support expands the operational capacity of the IT team, especially in high-demand scenarios.
Service and contract governance
Centralizing service requests makes it easier to control demands, scopes, recurring issues and service levels.
Why evolve technical support with GotoBiz
GotoBiz combines technical expertise, operational management and proprietary platforms to support companies that need greater control over their digital environments.
Max Software support connects to GotoBiz’s TechOps ecosystem, integrating service, governance, visibility and operational support through an approach focused on operational performance.
Multidisciplinary specialists
Support from professionals qualified across different technologies, environments and service layers.
Ticket and KPI Management
Operational oversight through portals, service history, and a consolidated view
Models tailored to criticality
Service models designed both for critical incidents and business solution support.
Consulting support for continuous improvement
In addition to one-off support, the offering can support continuous improvement, environment analysis and technical guidance according to the contracted plan.
FAQ - Frequently asked questions about our specialized technical support models
What is specialized technical support?
Specialized technical support is a service model focused on resolving incidents and providing operational assistance in technology, applications, infrastructure, cloud, security, data, and corporate platform environments. It combines specialists, processes, service channels, and ticket management to support operational continuity.
What is the difference between technical support and mission-critical support?
Technical support can handle a range of maintenance, configuration, and incident-related needs. Mission-critical support is intended for higher-severity environments, where failures or downtime can have a significant business impact.
What is GotoBiz's Max Software?
Max Software is GotoBiz’s technical support line, organized into offerings for different operational needs. It includes mission-critical support and solution support, with scopes, SLAs, channels, and coverage defined according to the contract.
Which companies is specialized technical support suited for?
It is designed for companies that rely on systems, applications, digital platforms, infrastructure or cloud environments to support business processes and need qualified technical assistance with incidents, operations and governance.
How do you choose between Mission-Critical Support and Solutions Support?
Mission-Critical Support is intended for critical technology environments such as cloud, security, data, identity, compliance, and infrastructure. Solution Support is better suited to business applications and corporate platforms used in company operations.
Does your operation need technical support or specialized managed services?
Talk to GotoBiz to find out which Max Software offering best fits your environment, operational criticality and the technologies that support your business.