Systems go down and nobody owns it
One vendor blames the other, the other blames the internet, and nobody fixes it. The company stands still while they argue.
Technology Solutions
Technology that works
for companies that are growing.
TICWay takes over your company's IT, coordinates every vendor and keeps everything running. You run the business; technology is on us.
0years in the market, since 2012
0companies under active contract
0SLA guaranteed in the contract
0single point of contact for all your IT
More than 40 companies trust their IT to TICWay
The problem we solve
Has IT become the bottleneck of your growth?
If any of these scenes happen at your company, the problem is not a missing vendor. It is a missing owner for the whole thing.
IT that speaks jargon to the owner
Reports full of acronyms nobody understands. You pay without knowing what you are getting.
The company grew, IT did not
The system that worked for 40 people freezes with 120. Nobody planned for the growth.
Every outage costs revenue
An hour of downtime means spoiled product, late deliveries and customers going to the competition.
Do the math: what does one hour of downtime cost your company?
Who we are
A business partner, not an IT vendor
TICWay delivers managed IT for fast growing businesses: the ones that scaled quickly and watched technology turn into a bottleneck. The company gains stability without having to understand servers, networks or cloud.
We have been in the market since 2012, with infrastructure in an Equinix TIER III datacenter, the same standard large multinationals rely on. We do not sell billable hours: we deliver a stable environment, with response times and indicators written into the contract.
- Make decisions without having to understand technology.
- Stop refereeing arguments between vendors.
- Know what broke, why, and what was done so it does not happen again.
- Have one phone number for anything technology related.
TICWay from the inside
See where your IT is going to live
The office, the team at work and the way of working that keeps the technology of more than 40 companies on its feet. It takes 49 seconds.
Our service ecosystem
One integrated IT operation
Eleven fronts that work together, under a single contract and a single point of contact.
OperatePeople and technology always available.
Support 4.0
Specialised support that keeps your team productive and your operation flowing, with response times defined in the contract.
IT infrastructure
Servers, networks, Wi-Fi, firewall, databases, datacenter and access management.
DESKWay
A complete service desk: ticket intake, service catalogue, SLA control, knowledge base and equipment inventory.
Reporting and indicators
Dashboards showing ticket volume, SLA compliance and where the bottleneck is, in business language.
TransformTechnology that drives your future.
Development and AI
Automation, artificial intelligence, custom software and innovation applied to your process.
Protheus ERP
Consulting, support, integrations and evolution of the system that runs your company.
DESKWay Omni CRM
WhatsApp, Instagram, e-mail, web chat and phone on one screen, with customer history, sales pipeline and AI support.
OptimiseMore efficiency, control and results.
Cloud
Migration, management, FinOps and cost optimisation across public and private environments.
Microsoft
Microsoft 365, Teams, licensing, deployment and governance.
ProtectYour data and your business, safer.
Data protection
Backup, disaster recovery planning, Acronis, DLP, antimalware, content filter and EDR/XDR.
Cyber Security
Penetration testing, vulnerability assessment, monitoring and threat intelligence.
How we work
From assessment to measured results
- AssessmentWe map the environment and identify what is holding growth back.
- Action planPrioritised by impact and cost. You know what, when and how much.
- ExecutionA certified team deploys and orchestrates every vendor.
- Follow upWith monitoring contracted, we act on the alert, before you notice the problem.
- ResultsA monthly report in business language, not in technical jargon.
Our commitment: a ticket only closes when the problem is solved.
Who answers you
Real people on the other side of the ticket
Not a bot, not an endless queue, not an analyst who disappears. A ticket comes in, someone owns it, and you know the name of the person taking care of it.
- Our own certified team. We do not outsource your support.
- Tickets opened through the portal, by e-mail or on WhatsApp.
- You follow everything in DESKWay, from intake to closure.
Customer results
What changes when IT stops being the problem
Six contracts, six different starting points. The quotes come from the IT leaders of each company.
Fort Fruit
Fruit and vegetable distributor, operating at Ceasa Sao Paulo and in Belem, Para
Before
Systems going down 24 hours a day, every day. Product spoiling in the warehouse, sales lost to the stall next door, tickets opened without resolution and several vendors pointing fingers at each other.
What TICWay did
Took over all of IT and moved the system off the server that kept failing, taking the operation to the TICWay cloud. Fixed the network at every site, including Belem with its poor internet, and took over the coordination of all vendors.
Result
+0%
estimated revenue growth after the rollout. The operation runs without interruptions and critical tickets went from several a day to almost none.
JM Transportes
A carrier that needed to pass Amazon's security audit
Before
A fast growing domestic operation with an IT structure that could not keep up, and without the security processes the largest e-commerce players demand from a supplier. Without those, the contract was not going to happen.
What TICWay did
Structured the entire IT of a domestic operation in 7 months, deployed the required security processes and unlocked contracts with the largest e-commerce players.
Result
- 40 → 400
- employees in a few years, with IT as the lever
- +600
- vehicles in the fleet, owned and contracted
- 4 players
- enabled: Amazon, Mercado Livre, Shopee and an operation in Portugal
Pitney Bowes
A mailing and logistics multinational with a Brazilian operation and headquarters level requirements
Before
Bottlenecks across infrastructure management, from cloud and datacenter to cabling, ERP and DevOps. Backoffice and customers hit by delivery failures, priorities that never got done, and no clear governance or methodology.
What TICWay did
Took over IT governance, infrastructure outsourcing, Protheus consulting and DESKWay specialisation. Assessed and prioritised the critical demands, defined the governance methodology and created performance metrics to track the operation.
“After the governance and methodology were in place, TICWay delivered exactly what had been agreed.”
Tiago PenteadoIT and Products Manager, Pitney Bowes
Result
- 10/10
- NPS: the highest likelihood of recommending TICWay
- 15 min
- response time for critical incidents, in the contract
- C-level
- direct support for the board, no queue and no middleman
InfraBrasil
Heavy equipment for mining, earthworks, dams and hydroelectric plants
Before
More than 470 machines in the field and no real control over them. An inventory without accuracy, lost visibility of assets and their movements, and operational bottlenecks caused by an inefficient IT structure.
What TICWay did
Brought in ERP and DevOps, cloud and datacenter and Protheus consulting. Assessed the weak points, designed the plan to structure IT management, deployed the servers with close support and fixed the traceability gaps in real time.
“We were losing track of what was actually being managed in terms of data. Today we have far more effective IT management, with much more control over the inventory and our digital assets.”
Bruno GoesIT Supervisor, InfraBrasil
Result
0%
inventory accuracy, against 50% before the servers were deployed. Control and traceability of equipment, visibility of operational data and standardised IT routines.
Catupiry
One of Brazil's most traditional brands, looking for stability and data security
Before
Obsolete technology, no method behind the management of the IT environment and operational risks left open. The team needed reinforcement, and the consequence showed up in the operation: lack of efficiency and delays in strategic processes.
What TICWay did
Took over infrastructure management, cloud and datacenter and outsourcing. Started with a full assessment of the environment, defined the action plan, embedded the TICWay team into the Catupiry team and rolled out the changes gradually and in a structured way.
“We had a power failure and TICWay's readiness to support every detail of the recovery was unmatched. No other vendor takes on the pain of the business with that kind of partnership.”
Tatiana L. CamposHead of IT, Catupiry
Result
- Power failure
- recovery handled by TICWay, detail by detail
- Action plan
- clarity on what to do and speed to execute it
- Embedded team
- the TICWay team inside the Catupiry team, not beside it
Mega Frio
Refrigerated logistics, with a lean structure and an admin team doubling as IT
Before
No adequate technical support and needing help on several fronts at once. The administrative team was doubling as IT, which made outside support essential to keep the operation flowing.
What TICWay did
Brought in IT infrastructure support and remote technical service. Fast support from day one, close attention and solutions applied without bureaucracy, at the size a lean company actually needs.
“We are a small company that needed general help. With fast support, we cut our problems down.”
DiogoAdministrative Supervisor, Mega Frio
Result
0/10
NPS: the highest likelihood of recommending TICWay. Less downtime, faster support and a smoother operation.
Who trusts TICWay
Retail, logistics, industry, services and technology
Companies of different sizes that needed IT able to keep up with the pace of the business.
Multinational · TechnologyFull IT management with direct C-level support and a 15 minute response for critical incidents.
Audit and BPONetwork, Wi-Fi and firewall structuring, plus server management in a private cloud.
Food industryInfrastructure management, cloud and outsourcing, with the TICWay team embedded in the customer's own team.
Technologies we work with every day
Microsoft 365Microsoft Teams
TOTVS ProtheusAcronis
Equinix TIER IIIPower BI
EDR and XDR
What you can count on
Commitments in the contract, not promises
99.45% SLA
Availability guaranteed in the contract. If we miss it, you get a credit on your invoice.
15 minute response
For critical incidents, within the contracted coverage window. There is no lunch break when your operation stops.
One point of contact
TICWay orchestrates all of your technology vendors. You call one number.
A business report
Every month: what was done, what improved and what comes next. No jargon.
Monitoring when contracted
Customers who contract monitoring have the operation watched, and the alert reaches us before it reaches you.
Tickets close only when solved
If the problem is not solved, the ticket does not close. That is the house rule.
Where we are
Two addresses, one team
The headquarters serves companies across Brazil. In the United States, the Innovation Center follows closely what is born in Silicon Valley and arrives here later.
Corporate and commercial headquarters
Alameda Santos, 2400, 3º andar
Cerqueira César, São Paulo, SP
Sao Paulo, Brazil
Innovation Center
Sunnyvale, CA 94085
United States
Frequently asked questions
What companies ask before signing
What is managed IT?
It is when one company takes over the technology of another by contract, with a defined scope, response times and indicators. At TICWay that includes infrastructure, cloud, information security, service desk and the coordination of the other technology vendors. Instead of paying for billable hours, the company gets a single owner for the whole thing.
What size of company does TICWay serve?
The focus is mid sized companies growing fast, usually between 50 and 300 employees, plus larger operations and multinationals with headquarters level requirements. What defines the fit is not size, it is dependency: the more revenue depends on systems staying up, the more sense it makes.
Do you serve companies outside Brazil?
Our operation is based in Brazil and serves customers across the country, including multinational subsidiaries that report to headquarters abroad. The Innovation Center in Sunnyvale, California, keeps us close to what is emerging in Silicon Valley. For work outside Brazil, talk to us and we will tell you honestly what we can take on.
Can we contract only one part, such as backup or service desk?
Yes. It is possible to start with one front, such as data protection, service desk or cloud, and expand later. Many customers start that way and add the other fronts as confidence grows.
What is the response time for a critical ticket?
Fifteen minutes for critical incidents, within the contracted coverage window, with the response time written into the contract and a credit on the invoice if it is missed. The ticket is closed when the problem is solved, not when the clock runs out.
How does the work start?
It starts with an assessment of the environment, with no commitment to sign. From it comes an action plan prioritised by impact and cost, with what needs to be done, in what order and how much it costs. Only then does the company decide whether to move forward.
Next step
Shall we talk for 30 minutes?
No commitment. In half an hour we understand where your company stands, point out what is holding it back today and tell you honestly whether it makes sense to move forward.
01
You tell us what hurts most in the operation today.
02
We tell you what we would do, in what order and why.
03
If this is not your moment, we say that too.
WhatsApp+55 11 2500-6760
Supportcsc@ticway.com.br
Where we are
Alameda Santos, 2400 · São Paulo
Innovation Center · Sunnyvale, California
Our team answers in English and Portuguese. If you prefer, write to us in English and we will reply in English.
