Mission-Critical Support
Max Software
Software technical support for high-severity or mission-critical scenarios.
Max Software is
mission-critical support
for clients who depend on the continuous availability of their systems and environments. It handles high-severity incidents, structural failures, and “system down” events, delivering
immediate response, technical expertise, and recovery under a 24x7 SLA
and
includes:
Qualified professionals
Broad support coverage
Faster problem resolution
Accurate diagnostics
Ticket monitoring
When your operation depends on critical systems—cloud, security, data, Microsoft infrastructure, and other essential technologies—there is no room for instability, failures, or delays. With Processor’s Max Software technical support, you are not just hiring assistance: you are gaining specialized expertise, governance, continuity, and real performance for your business.
Our support goes far beyond “solve 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 relevant events and continuous support until the ticket is resolved.
- Accurate diagnostics and rapid resolution, delivered by qualified, certified and multidisciplinary teams with expertise in Cloud, Security, Data, Identity & Compliance, hybrid or multicloud infrastructure, Modern Work & Collaboration and other supported stacks.
- Remote assistance for configurations, incidents, and technical support for products within scope—not just one-off fixes, but ongoing support to keep your environment stable.
- Dedicated technical account management (TAM/CSAM) for customers who contract the Corporate or Enterprise packages — providing personalized guidance, a results focus, continuous improvement, compliance, and governance.
- On-demand complementary services — invitations to seminars and SmartMeetings, adoption workshops and health checks to assess and optimize the health of the environment.
- A portal with call history, SLA indicators, service status, and a consolidated governance overview—information and control for decision-making.
In addition, through Processor’s complementary platforms— LiveCloud and ServiceOps—the client can track contracted requests and services: ticket submission 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.
Max Software 15 - Mission-Critical Support*
| 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 | Support/incidents concerning in-scope products + remote configuration support + support for critical in-scope incidents | Support/incidents concerning in-scope products + remote configuration support + support for critical in-scope incidents |
| Support hours** | 24x7 (critical) + 12x5 (services) | 24x7 (critical) + 12x5 (services) |
| Support channel | Dedicated portal + email + phone + WhatsApp | Dedicated portal + email + phone + WhatsApp |
| Response SLA | Up to 30 min (relevant incidents), 1 hr standard | Up to 30 min (relevant incidents), 1 hr standard |
| Resolution SLA | Continuous follow-up through completion | Continuous follow-up through completion |
| 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 performed 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 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 the Portal in executive format | Via the 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, compliance, and high availability | High-demand Corporate and Enterprise, 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 | N1, N3 and N4 support team | N1, N3 and N4 support team |
| Portal | Hey!Ho!/LiveCloud,ServiceOps for hours and Diime | Hey!Ho!/LiveCloud,ServiceOps for hours and Diime |
¹Scope products: see the complete list of products/solutions supported by Max Software Corporate and Max Software Enterprise.
Notes:
² Monthly, non-cumulative occurrences, limited to up to 4 hours of hourly work per occurrence/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 serves as the focal point between the client and Processor. Responsible for coordinating technical support, monitoring SLA indicators and ensuring operational continuity of the supported environment, with a focus on results, governance and continuous improvement.⁴ TAM (Technical Account Manager) and CSAM (Customer Success Account Manager)
* Max Software 15 - Mission-Critical Support and its commercially applicable features 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 service window.
Access the previous version, Max Sofware 12 - Legacy, here.
Professional Services
Optionally, in addition to Max Software - Mission-Critical Support, complementary support packages may be contracted in the form of “N” annual blocks of 40 hours, with 32 hours allocated to technical execution and 8 hours reserved for quality and follow-up activities (QA). These hours are used on a scheduled basis during business hours (8x5) for planned maintenance, improvement or specialized support requests. The contracted blocks are indivisible, may not be split and are not eligible for refunds or conversion into emergency hours (“not subject to splitting”).
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:
