Pilar TI · IT Outsourcing

IT Outsourcing in Brazil: full operation under one provider

Help desk, service desk, NOC, infrastructure, and field service consolidated under contractual SLA. Mobilization in 90 days. CLT-employed Brazilian engineers managed by English-speaking PMs.

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90 daysTransition timeline
99.5%Standard SLA
24×7Coverage available
01 — The concept

What is IT Outsourcing?

IT Outsourcing is the model where a specialized provider takes over entire IT areas of a client company — help desk, service desk, NOC monitoring, infrastructure operation, security, field service — under contractual SLA.

Unlike staff augmentation (where individuals are dedicated to your team) or bodyshop (project-based delivery), outsourcing transfers operational responsibility: the provider commits to keeping the service running, with penalties for SLA breach. Total, partial, or hybrid models supported.

Pilar TI delivers IT outsourcing for clients in Brazilian operations of multinationals: enterprises that need consolidated, accountable IT operations in Brazil without managing dozens of vendors or building large in-house teams.

02 — What we deliver

How we deliver IT Outsourcing

The 6 components included in our service, with clear scope and SLA per component.

01

Help desk N1

First-level user support: passwords, software, dial-tone basics. Multi-channel: portal, email, phone, WhatsApp Business, chat.

02

Service desk N2

ITIL 4 governance, incident/change/problem management, KB, ITSM platforms (ServiceNow, Jira SM, Zendesk).

03

Senior support N3

Specialists for complex incidents — servers, networks, applications, multi-stack escalations. War rooms for P1 incidents.

04

NOC 24×7

Network Operations Center with continuous monitoring of servers, networks, applications. Real-time response.

05

Infrastructure

Servers, virtualization, storage, backup. On-prem, cloud, or hybrid environments.

06

Field service

On-site technical support across 5 Brazilian cities. Hardware troubleshooting, deployments, audits.

03 — Why Pilar TI

Differentiators

What makes Pilar TI different from typical Brazilian IT vendors.

Bilingual leadership

English-speaking PMs, technical leads, and architects. Daily standup, weekly reports, monthly QBR in English.

CLT employment

All staff employed by Pilar TI under Brazilian CLT regime. Compliance handled by us — you avoid joint liability.

USD or BRL invoicing

Choose between USD international wire or BRL NF-e. Mitigates FX risk and aligns with your accounting structure.

LGPD + GDPR aligned

Brazilian Data Protection Law (LGPD) compliance with controls aligned to GDPR. ISO 27001 certification in progress.

04 — FAQ

Frequently asked questions

Not here? Get in touch.

How does IT Outsourcing work for a multinational with Brazilian operations?
We sign a master service agreement (MSA) defining scope, SLA, and pricing. A 90-day transition phase maps existing processes, transfers knowledge, and onboards Pilar TI staff. After cutover, Pilar TI is fully accountable for the contracted service with monthly QBR and SLA reporting.
Do your engineers speak English?
Project managers, technical leads, and senior architects: yes, fluent English. Operations team (N1, N2 analysts): mostly Portuguese-only — they support Brazilian end users. For client-facing communication, escalations, and reporting, English is always available.
What's typical pricing for IT outsourcing in Brazil?
For a 100-300 user Brazilian operation: USD 5,000 to USD 16,000 monthly for full outsourcing (help desk + service desk + infrastructure). For 500-1,500 users: USD 16,000 to USD 40,000. Pricing varies based on SLA, coverage hours, and complexity.
Can I keep my existing ITSM platform?
Yes. We work with ServiceNow, Jira Service Management, Freshservice, ManageEngine, BMC, and others. We adapt to your platform rather than imposing our own. We can also implement a new platform if needed.
What's the typical contract duration?
Minimum 24 months, with 36 months being most common. This duration enables proper transition, knowledge transfer, and SLA optimization. Shorter terms (12 months) are possible but with reduced economies of scale.
Ready to talk?

Free 30-minute consultation

Tell us your scenario and we'll suggest the right path. No commercial pressure — straightforward technical advice.