Max Software Infrastructure and technology environments
support that provides
a skilled, multidisciplinary technical team to handle emergency demands and find solutions to day-to-day issues in technology environments.
qualified professionals
broad service coverage
agility in problem-solving
accurate diagnostics
ticket monitoring
software technical support to meet your business’s different needs!
Provides qualified, multidisciplinary technical back-office support, generally focused on infrastructure/software, to handle demands and issues on market technology platforms according to the applicable service modalities.
Target audience: technology/infrastructure teams with technical knowledge that require third- or fourth-level support.
Notes:
¹ Does not include CRM, ERP, code or business applications. Use Max Software de Soluções de Negócios for these cases.
² For CSP and CSP Plus agreements, work covers the CSP items contracted with us.
³ During business hours.
⁴ 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.
⁵ For Gold and Platinum plans, 5x10 or 7x24 support coverage is available, as defined at the time of contracting.
⁶ The maximum time to begin service is 7 days from the date of contracting.
⁷ Packs - Execution requires continuous allocation over 1 business week, with remote support, comprising 32 hours of execution and 8 hours of activity management (QA), combined.
* Max Software Infrastructure 10.0 effective as of 02/03/2023.
Max Software Infrastructure and technology environments 10* - Software technical support
| Features | CSP | CSP Plus | Silver | Gold | Platinum |
|---|---|---|---|---|---|
| Included technologies¹ | Microsoft subscription | Microsoft subscription | 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 |
| Scope of work² | Subscription access/activation/addition, allocation questions, for customers with CSP agreements purchased from the Processor Companies | Max Software CSP support, plus subscription incidents and infrastructure-layer support for CSP customers | 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 | Free | Upon request | Upon request | Upon request | Upon request |
| Ticket opening | Hey!Ho! service portal, Site | Hey!Ho! service portal, Site | Hey!Ho! service portal, Site | Hey!Ho! service portal, Site | Hey!Ho! service portal, Site |
| Service and support dashboard through the Management Portal | ✔ | ✔ | ✔ | ✔ | ✔ |
| Periodic remote meetings using the Management Portal | - | - | On demand | Quarterly | Bimonthly |
| Tickets/month⁴ | - | 2 | 5 | 7 | 7 |
| Time to begin service | None | Within 4 hours | Within 2 hours | Within 45 minutes | Within 30 minutes |
| Priority for critical incidents (system down) | - | - | - | ✔ | ✔ |
| Support coverage⁵ | 5x8 | 5x8 | 5x10 | 5x10 or 7x24 | 5x10 or 7x24 |
| Consulting packages included⁶ ⁷ | - | - | 1 one-week pack during business hours/year | 2 one-week packs during business hours/year | As set out in the commercial proposal |
| Service model | In accordance with Microsoft SaaS policies | Technical and licensing matters handled by Processor and Microsoft | Infrastructure technical issues handled by Processor Companies | Infrastructure technical issues handled by Processor Companies, with optional escalation to technology vendors | Ongoing support jointly provided by Empresas Processor and the selected technology vendor |
| Max Software Relationship Coordinator³ or TAM - Technical Account Manager | - | - | - | ✔ | ✔ |
