🇧🇷Brazil

Serviços de Suporte Técnico Não Faturados Durante Lacunas Contratuais

1 verified sources

Definition

Per Portaria SGD/MGI 5.950, Article 6.1.2.a, vendors cannot invoice retroactively for technical support during periods when a government entity 'ficou sem cobertura contratual' (had no contractual coverage). In practice, vendors often continue providing L1/L2 support, patches, and incident response during renewal negotiations or transition periods to maintain relationships. These costs (engineer time, infrastructure, escalations) are absorbed but never invoiced.

Key Findings

  • Financial Impact: Estimated R$ 0.50–1.50 per support ticket handled during gap periods; average government entity generates 100–500 tickets/month × 0.5–3 month typical renewal gap = R$ 25,000–675,000 per gap per major client annually.
  • Frequency: 1–3 contract renewal gaps per vendor per fiscal year; cumulative exposure grows with portfolio size
  • Root Cause: Regulatory prohibition on retroactive billing; poor contract renewal pipeline visibility; support teams unaware of contract end dates; lack of automated billing hold/resume logic in ticketing systems

Why This Matters

The Pitch: Embedded software vendors in Brasil 🇧🇷 lose an estimated 5-15% of annual support revenue due to service delivery during non-billable contract gaps. Automated contract-to-service-delivery reconciliation identifies when support is being provided without revenue.

Affected Stakeholders

Support Operations, Finance/Revenue Recognition, Account Management, Contracts

Deep Analysis (Premium)

Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Cobrança Retroativa Ilegal de Suporte Técnico e Atualização de Versões

Unquantified regulatory exposure; potential loss of 100% of contract value plus reputational damage in government market (est. 15-25% of Brazilian embedded software procurement).

Atraso em Resposta de Suporte por Espera de Confirmação de Pagamento

Estimated 10–40 hours/month of support team idle time waiting for payment verification; at R$ 150–300/hour (blended support engineer + manager oversight) = R$ 1,500–12,000/month per major contract.

Atraso de Exportação e Perda de Oportunidade de Venda por Processamento Manual de Licença EAR/ITAR

Estimated 2–6 week delay per transaction = lost sales velocity. Typical deal cycles in software: 30–60 days. Licensing delay = 30–50% of sales cycle. For a R$ 500,000 deal, opportunity cost = R$ 150,000–R$ 250,000 in lost/delayed revenue per blocked deal.

Sobrecusto no Rastreamento de Custos de Customização Específica

R$40.000-R$120.000 para projetos mid-tier; R$150.000-R$250.000+ para high-compliance; 20-30% de custos redundantes evitáveis[1]

Perda de Capacidade por Queries Customizadas Lentas

Queries de segundos para milissegundos; impacto em 10.000+ dispositivos e 1TB/ano de dados processados

Orçamentos Estourados por Desenvolvimento Custom Do Zero

Custos mais altos e ciclos de desenvolvimento mais longos vs. plataformas (90% fit com 10% customização)

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