Max Software Infrastructure and technology environments
The support provided
A skilled, multidisciplinary technical team equipped to handle emergency demands and find solutions to day-to-day problems in technology environments.
Qualified professionals
Broad support coverage
Faster problem resolution
Accurate diagnostics
Ticket tracking
Software technical support to meet your business’s different needs!
Provides skilled, multidisciplinary technical back-office support, generally focused on infrastructure/software, to address demands and issues on market technology platforms according to the available plans.
Target audience: technology/infrastructure teams with technical knowledge that require Level 3 or Level 4 support.
Notes:
¹ Does not include CRM, ERP, code and business applications. Use Max Software de Soluções de Negócios for these cases.
² For CSP and CSP Plus agreements, services apply to 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 selected at the time of contracting.
⁶ The maximum time to begin service is 7 days from the contract date.
⁷ Packs - Execution requires continuous allocation over 1 business week, with remote service consisting of 32 hours of execution and 8 hours of activity management (QA), together.
* Max Software Infrastructure 10.0 effective as of 02/03/2023.
Max Software Infrastructure and technology environments 10.0* - 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 choice from Microsoft, AWS, Google Cloud, Fortinet, CheckPoint |
| Scope of services² | Subscription access/activation/addition, assignment questions, for customers with CSP agreements purchased from the Processor Companies | Max Software CSP support for 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 |
| Open a ticket | Hey!Ho! support portal, Website | Hey!Ho! support portal, Website | Hey!Ho! support portal, Website | Hey!Ho! support portal, Website | Hey!Ho! support portal, Website |
| Service and operations management dashboard via the Management Portal | ✔ | ✔ | ✔ | ✔ | ✔ |
| Regular remote meetings using the Management Portal | - | - | On demand | Quarterly | Every two months |
| Occurrences/month⁴ | - | 2 | 5 | 7 | 7 |
| Time to begin support SLA | None | Within 4 hours | Within 2 hours | Within 45 minutes | Within 30 minutes |
| Priority handling for critical incidents (system down) | - | - | - | ✔ | ✔ |
| Service coverage⁵ | 5x8 | 5x8 | 5x10 | 5x10 or 7x24 | 5x10 or 7x24 |
| Included consulting packages⁶ ⁷ | - | - | 1 one-week pack during business hours/year | 2 one-week packs during business hours/year | As stated in the commercial proposal |
| Support format | In accordance with Microsoft SaaS policies | Technical and licensing matters handled by Processor and Microsoft | Infrastructure technical issues handled by the Processor Companies | Infrastructure technical issues handled by Processor Companies, with optional escalation to technology manufacturers | Ongoing support jointly provided by Processor and the selected technology vendor |
| Max Software³ Relationship Coordinator or TAM - Technical Account Manager | - | - | - | ✔ | ✔ |
The technical support your organization needs
Consulting hours based on best practices for potential environment fixes, preventing incidents.
Option to activate new services in modular formats at special rates for support clients.
Consulting service packages for application maintenance or enhancements.
Benefits for the organization
- Access to an extensive knowledge base: we use our team’s accumulated expertise in databases and similar situations previously encountered to speed up the support and resolution of the issues 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 appropriate to each situation, ensuring the speed required according to business relevance and potential impact.
- Single point of contact and Visual Management: Processor has direct access to the market’s leading software manufacturers, providing agility and guaranteed escalation when seeking solutions to problems.
- Broad support coverage: 5x10 or 7x24 support, according to your organization’s coverage requirements.
- Multilanguage Support (optional): for global companies, we optionally offer the Max Software solution in English and Spanish as well.
