SaaS Care 365
From subscription to continuous value.
Operations, support, governance and adoption to turn Microsoft 365 into an increasingly useful platform for the business
Processor SaaS Care 365 adds an ongoing layer of services to your Microsoft operations, connecting specialized support, environment management, user experience, and technological evolution with Processor’s highly qualified professionals.
For Microsoft CSP and Processor SaaS customers who want to go beyond subscription and license procurement, with greater predictability, productivity and control.
Your Microsoft 365 subscription is the beginning. Not the end.
Technology may be available to everyone and still generate less value than it could.
Every day, questions, incidents, configurations, changes, new features, adoption needs, and requests arise that consume IT’s time and affect the user experience. SaaS Care 365 operates in the space between having Microsoft 365 and continually extracting value from Microsoft 365.
With SaaS Care 365 your company gains:
Operational continuity
SLAs, support channels and service levels aligned with the operation's criticality.
Adoption and productivity
Guidance to expand use of available features and reduce day-to-day barriers.
What SaaS Care 365 helps solve
| Customer challenge | How SaaS Care works | Business value |
|---|---|---|
| Users with recurring questions, failures or difficulties | Structured service and specialized support | Fewer disruptions and greater productivity |
| IT consumed by operational demands | Triage, support and technical escalation | More capacity for strategic priorities |
| Underutilized Microsoft resources | Adoption guidance, health checks, and ongoing support | Maximizing investment returns |
| Lack of predictability in support | SLAs, channels, and processes defined by service model | More controlled operations |
| Limited visibility into demands and progress | Portal, metrics, and reports | More governance for IT and management |
| More critical and complex environments | Priority support and specialists | Greater continuity and agility |
| Specialized cybersecurity needs | Integration with Processor SecOps Care 365 | Security addressed with depth and expertise |
A SaaS Care plan for every stage of your operations
Choose the level of centralization, visibility and operations best suited to your Microsoft environment’s needs.
Organize what matters
Essential
For companies that need to structure Microsoft 365 support with simplicity, predictability and a dedicated support point.
Ideal for:
SMBs and less complex environments
View key deliverables
- Response SLA of up to 4 hours
- Up to 2 tickets/month
- Portal + email
- Modern Work + Identity
- Simplified reports
- Shared team
- Up to 250 users per tenant
- 8x5 support
Move beyond informal support and establish a support operation with greater clarity and predictability.
Scale and govern
Advanced
For organizations that already rely heavily on Microsoft 365 and need to combine support, greater availability, monitoring, and specialized guidance.
Ideal for: Corporate and growing operations
View key deliverables
- Response SLA of up to 2 hours
- Up to 4 tickets/month
- Portal + e-mail + phone
- Expanded coverage of the Microsoft environment
- Priority queue
- On-demand semiannual Health Check
- Adoption guidance
- Up to 10 hours/year of advisory support
- Operational reports
- Up to 1,000 users per tenant
- 12x5 support
Greater operational control and a stronger ability to evolve the environment without unnecessarily expanding the internal structure.
Priority, ongoing support, and continuous improvement.
Premium
For Corporate and Enterprise organizations where Microsoft 365 is already a significant part of operations and requires greater availability, technical oversight and governance.
Ideal for:
larger-scale and mission-critical environments
View key deliverables
- Response SLA of up to 1 hour for relevant incidents
- Up to 10 tickets/month
- Dedicated portal + email + phone + WhatsApp
- Expanded coverage of the Microsoft environment
- Microsoft 365 critical incident management
- Technical Account Manager — TAM/CSAM
- Up to 4 hours/month of advisory support
- On-demand semiannual Health Check
- Up to 2 adoption workshops per year
- Detailed reports and executive view
- No defined user limit per tenant
- Support in PT-BR, with EN/ES available subject to quotation
- 12x5 support
- 24x7 coverage for specified critical situations
A continuous layer of oversight for environments where availability, experience, and evolution move forward together.
Compare the service models
| Capacity | Essential | Advanced | Prime |
|---|---|---|---|
| Value proposition | Structured support | Governance and Scale | Priority and growth |
| Profile | SMB | Corporate | Corporate / Enterprise |
| Support | 8x5 | 12x5 | 12x5 + 24x7 critical |
| Response SLA | Up to 4 hours | Up to 2 hours | Up to 1 hour for critical / 2 hours for standard |
| Tickets/month | Up to 2 | Up to 4 | Up to 10 |
| Channels | Portal + email | Portal + email + phone | Portal + email + phone + WhatsApp |
| Account management | Shared | Priority line | TAM/CSAM |
| Health Check | — | Semiannual, on demand | Semiannual, on demand |
| Adoption | — | On-demand guidance | Guidance + up to 2 workshops/year |
| Advisory | — | Up to 10 hours/year | Up to 4 hours/month |
| Reports | Simplified | Operational | Detailed + executive |
| Users/Tenant | Up to 250 | Up to 1,000 | No defined limit |
¹Products within scope: See the complete list of products/solutions supported in each scope here.
Notes:
*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, tracking SLA indicators and promoting operational continuity of the supported environment, with a focus on results, governance and continuous improvement.
**TAM (Technical Account Manager) and CSAM (Customer Success Account Manager)
SaaS Care + SecOps Care
Operating well and protecting well are complementary but different needs.
To let each service focus on what truly matters, Processor structures two complementary layers of continuous care.
SaaS Care 365
- Microsoft 365 support and maintenance
- Productivity and collaboration
- User and environment support
- Administration and operational configurations
- Adoption and usage
- Support governance
- Health checks and continuous improvement
- Operational continuity
- Microsoft 365 experience
SecOps Care 365
- Specialized cybersecurity operations
- Security posture and exposure
- Identity & Access Security
- Endpoint & Device Security
- Hardening and Secure Score
- Data protection and governance
- Structured response to security incidents
- Compliance and evidence
- Continuous security evolution
A simple-to-understand architecture:
Microsoft CSP / SaaS
Licensing and subscriptions
SaaS Care 365
Support + Operations + Governance + Adoption
Evolving environment
More productivity + predictability + experience + control
+ SecOps Care 365
Security + Posture + Hardening + Response + Compliance
Certain features related to Identity, devices, and Microsoft components remain covered by SaaS Care according to the scope of the contracted service tier. Specialized cybersecurity, hardening, exposure management, security incident response, and continuous compliance requirements are directed to SecOps Care 365.
Need more than recurring services? Professional Services
Some needs aren’t tickets. They’re planned improvements.
That is why SaaS Care customers can add Professional Services blocks for scheduled support, enhancements, configurations, and specialized technical assistance.
Services are delivered in a planned manner during business hours, complementing SaaS Care’s recurring operations without turning projects and enhancements into support tickets.
More capacity when your operation needs it. Without losing service governance.
More than support. A continuous layer of Microsoft value.
Productivity
Fewer operational barriers for users and teams
Predictability
Defined SLAs, channels, and processes
Governance
Metrics and visibility to monitor operations.
Specialization
Access to Microsoft professionals without needing to internalize the entire infrastructure.
Adoption
Greater ability to turn available features into real-world usage.
Evolution
An environment that keeps pace with the business’s needs over time.
Your Microsoft 365 can deliver more
Turn licensing into a continuous experience of support, governance, adoption, and evolution.
License
Operate
Protect
Evolve
Why choose Processor?
Technology is only part of the equation.
Processor combines knowledge of the Microsoft ecosystem, corporate environment operations and specialized services to support the entire customer journey—from contracting to ongoing support, and from adoption to evolution. With SaaS Care 365, the CSP relationship is no longer merely transactional and becomes part of the ongoing operation of Microsoft 365.
Microsoft-certified specialists
Solid partnership and in-depth knowledge of the Microsoft ecosystem.
Corporate operations
Processes, tools and methodology for reliable, scalable operations.
Continuous service model
Close relationships, continuous improvement, and a focus on business results.
FAQ - Frequently asked questions about Processor SaaS 3.0
Is SaaS Care 365 just Microsoft 365 support?
No. Technical support is one layer of the service. Depending on the offering, SaaS Care also adds governance, health checks, adoption guidance, advisory follow-up and technical account management.
Do I need to be a Processor CSP/SaaS customer?
Not only that—Processor CSP/SaaS customers gain advantages by contracting services together
What is the difference between SaaS Care and SecOps Care?
SaaS Care focuses on the support, operation, experience, governance and evolution of Microsoft 365.
SecOps Care specializes in the continuous operation of cybersecurity, including security posture, hardening, identity and access, exposure, data protection and incident response.
Can I contract SaaS Care and SecOps Care together?
Yes. Highly recommended. The services complement each other and make it possible to structure a Microsoft 365 operating layer combined with a specialized cybersecurity layer.
How do you know which plan to choose?
The definition primarily considers the size and complexity of the environment, criticality, expected service volume, coverage hours, and desired level of governance and oversight.
Are projects and improvements included?
Recurring activities follow the scope of the contracted service tier. Larger planned requests may be handled through complementary Professional Services.
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