DataRoad · IT Services and Consultancy
Support tickets
Nothing is lost
Email requests and corridor conversations—that's where problems disappear.
Every request becomes a ticket with an assignee, a deadline and a history — to see what was requested, what was done and in how much time.
Raise a ticket
Dedicated Corporate Helpdesk
Certified team, average response under 2 hours
Each request recorded and measured by written SLAs
24/7 Client Portal
Open and track your requests in real time
Company history and documentation, always accessible
Managed support · Ticketing system
IT Support for Businesses: from Request to Resolution, with Guaranteed SLAs
At DataRoad, no request gets lost in a forgotten email or call. Every request enters a ticketing system, is prioritised and handled by a certified team — with a average response time of less than 2 hours and a fully documented history.
Why a ticketing system is essential
Without a ticketing system, IT support survives on scattered emails and phone calls: requests get lost, no one knows what is pending, and yesterday’s issue only reappears when it has already brought the business to a halt. That is the difference between to promise support and be able to prove it.
With the DataRoad ticketing system, every request has a number, a person in charge and a deadline. It is classified by priority, measured against Written SLAs and saved in your company's history — so that every technician has the context without asking you the same questions again.
Three ways to open a request
Client portal
Raise requests in seconds, track their status in real time and view your company's entire history in the DataRoad client portal — available 24/7.
An email to our helpdesk automatically creates a ticket with its number. You receive an immediate confirmation and all updates follow in the same thread.
Telephone
For emergencies, call +351 211 459 950 (working days, 09:30 to 18:30, Lisbon time). The request is logged as a ticket in the same way — nothing stays outside the system.
The ticket lifecycle, step by step
Opening
The request arrives via the portal, email or phone — or is created automatically by our monitoring, even before you notice the problem.
Qualification
A technician analyses the issue, confirms the impact on the business and gathers the context: affected users, equipment, history.
Priority and allocation
The ticket is assigned a priority (P1 to P4) with a response time defined by SLA and is allocated to the appropriate specialist.
Troubleshooting and resolution
Most cases are resolved remotely on the first call; if necessary, we visit the site.
Checking with you
The ticket is only closed after the user confirms that everything is working — we never close them automatically.
Closure and archiving
The resolution is documented in your company's knowledge base. Recurrent issues trigger preventative actions.
Priorities and first response times
| Priority | Example | First response |
|---|---|---|
| P1 · Critique | Business at a standstill: server, network or essential service down | Under 1 hour |
| P2 · High | User or team suspended, active security risk | under 2 hours |
| P3 · Average | Breakdown or error without stoppage of activity | < 4 hours |
| P4 · Low | Requests, changes and planned improvements | < 8 working hours |
These deadlines are not good intentions: they are defined in writing in our service level agreements (SLAs) and measured in regular reports. In practice, the actual average is often better — under 2 hours across all requests.
And outside of working hours?
Standard support hours are from Monday to Friday, 9.30 am to 6.30 pm (Lisbon time). Outside of these hours, our 24/7 supervision continue to monitor your systems and generate automated alerts. For businesses that cannot afford to stop — clinics, logistics, international operations — the plan IT Unlimited Premium 365 includes out-of-hours support.
Proactive support: tickets we open before you do
An important share of DataRoad tickets are not opened by clients — but by our 24/7 monitoring systems. Disks filling up, failed backups, expiring certificates: alerts automatically create tickets and the team takes action before the problem stops anyone. This is the difference between reactive support and a managed IT services.
Major incidents: escalation and communication
When an incident has a widespread impact, the process scales up: a dedicated manager take the coordination, you will receive regular situation reports until resolution and, at the end, a post-incident report with the causes and preventive measures. No silence, no «we'll look into it».
- Written and measured SLAs — contractual response times, not verbal promises.
- Regular reports - open and closed tickets, response times and trends.
- Full history — all of your company's IT life, documented and searchable.
- No obligation — trust is renewed every month, through results.
Frequently asked questions
How do I open a support ticket?
Via the client portal (24/7), by email to the helpdesk or by phone (+351 211 459 950, working days 9:30 AM – 6:30 PM). Whichever channel is used, the request is assigned a number and a response time.
What is the difference between response time and resolution time?
The response is when a technician takes charge of the ticket and starts working — that is what SLAs guarantee. Resolution depends on complexity, but most cases are resolved remotely on the first intervention.
What happens outside of support hours?
24/7 monitoring remains active at all times and automatically records alerts. Businesses on the IT Unlimited Premium 365 plan benefit from out-of-hours support.
Can I track the status of my requests?
Yes. In the customer portal, you can see open tickets, their status and your company's entire history — without having to call to ask.
Do you need a contract to use support?
SLAs and the portal are included in the IT Unlimited plans, starting from €21 per user per month. For one-off needs, there is an on-demand IT support.
Support with guaranteed response times —
and proof that they are being kept?
Let's discuss it: we will show you the portal, the SLAs and the reports that our 232+ clients receive.
Request a managed support proposalContact us now
Contact Form
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Tell us what you need. IT support, network installation, cyber security, an office move or simply a second opinion on your IT infrastructure — we’re here to help.
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Some of the companies that entrust their infrastructure to DataRoad, sectors where downtime costs far more than IT support
