Max Software Technical Support
Software technical support to meet your business's diverse needs!
Our specialized, multidisciplinary technical support service for resolving incidents in organizations' technology infrastructure or business application layers. MaxSoftware includes:
Qualified professionals
Broad support coverage
Faster problem resolution
Accurate diagnostics
Ticket monitoring
Max Software 12 Legacy* - Technical Support
| 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 choice from Microsoft, AWS, Google Cloud, Fortinet, CheckPoint |
| Scope of services | 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 |
| Open a ticket | Hey!Ho! support portal, LiveCloud, Site | Hey!Ho! support portal, Website | Hey!Ho! support portal, LiveCloud, Site |
| Service and operations management dashboard via the Management Portal | ✔ | ✔ | ✔ |
| Regular remote meetings using the Management Portal | Optional | Quarterly, on demand | Every two months |
| Incidents/month³ | 5 | 7 | 7 |
| Time to begin support SLA | Within 2 hours | Within 45 minutes | Within 30 minutes |
| Priority handling for critical incidents (system down) | - | ✔ | ✔ |
| Service coverage⁴ | 5x10 or 7x24 | 5x10 or 7x24 | 5x10 or 7x24 |
| Support format | Infrastructure technical issues handled by the Processor Companies | Infrastructure technical issues handled by the Processor Companies | Ongoing support jointly provided by Processor and the selected technology vendor |
| Max Software² Coordinator | - | ✔ | ✔ (dedicated business-hours resource) |
Notes:
¹Does not include CRM, ERP, code, or business applications. Use Max Software Business Solutions for these cases. Cybersecurity includes endpoints. For firewalls and network core security, request Max Software specifically for CyberSec
² TAM - Technical Account Manager - during business hours.
³ Monthly, non-cumulative occurrences, limited to up to 4 hours of hourly work per occurrence/request. After 4 hours of support, a second request will be counted for the same context, and so on.
⁴ For Corporate, Enterprise and Premier plans, 5x10 or 7x24 service coverage options are defined at the time of contracting..
⁵ The estimated time for service activation is 7 days from the date of purchase.
*to view the current version of the solution, visit www.processor.com.br/suporte-tecnico
Click here to view the previous version.
Target audience: general software users and technology/infrastructure teams with technical expertise who require third- or fourth-level support.
Software technical support to meet your business’s different needs!
We provide skilled, multidisciplinary technical back-office support, generally focused on infrastructure/software, to handle incidents on market technology platforms.
Complexity of demands
A specialist partner with extensive know-how and advanced diagnostic and monitoring tools, able to provide automated solutions to quickly identify and resolve issues, as well as access to a broad knowledge base.
Service coverage
The service is available 24/7, with incidents logged through the service portal and/or app on the day and at the time you need.
Response time
Established response-time commitment, regardless of the resource, through SLAs and SLOs.
Why choose a specialist partner like Processor?
High costs of hiring and retaining talent with expertise in the many 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 our customers
- Access to an extensive knowledge base: we use our team’s accumulated expertise in databases and similar situations previously encountered to speed up the handling and resolution of the problems and contexts identified.
- Qualified, multidisciplinary team: a highly specialized, certified team capable of handling sophisticated diagnostic and technical and functional support needs, with several complementary profiles to handle tickets of different types and complexities.
- Agility: fast diagnostics to support problem resolution, with SLAs suited to each situation and the speed required according to business relevance and potential impact.
- LiveCloud Platform, Hey!Ho! Service Management, and Visual Management: Tickets, incidents, and all ticket activity can be tracked in our LiveCloud and Hey!Ho! tools, which streamline workflows and make support statuses easier to understand. In addition, administrative information—including contracts, invoices, and other details—is available in the tools to facilitate the customer’s visual management of Max Software.
- Broad service coverage: 5x10 or 7x24 support, according to your organization’s coverage needs and the contracted format.
- Multilanguage Support (optional): for global companies, we optionally offer the Max Software solution in English and Spanish as well.
Shall we talk?
For more information, fill out the form and our team of specialists will contact you:
