DataRoad · IT Services and Consultancy
Service levels
In writing and measured
A service level that is not measured is a promise, not a commitment.
Response and resolution targets by severity, measured every month and reported — including the months we failed to meet them.
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SLA — Guaranteed Response Times
Clear commitments by severity level, proactive 24/7 monitoring and transparent reporting. Know exactly what you are receiving, in writing.
Request a quoteClearly Defined Priorities
Critical, high, medium and low
Appropriate response to each case
Without blind queues
Continuous Monitoring
Real-time alerts
24 hours a day, 365 days a year
Prevention before breakdown
Regular Reports
Activity and indicators
Progress meetings
Transparency with management
// DataRoad
Service Levels
SLA
Planes IT Unlimited
Your managed infrastructure. Your team can focus on what they do best.
Choose the right plan for your business and let DataRoad take care of everything else.
We take care of the IT. You take care of the business.
Every business has distinct needs — and IT management should not be a one-size-fits-all solution.
The plans IT Unlimited of DataRoad were designed to offer cost predictability, guaranteed response and ongoing technical support, tailored to the size and criticality of your business.
No surprises on the bill. No waiting. No worries.
No more IT that fails just when you need it most.
Your business cannot stop. Neither can your infrastructure. At DataRoad, we don't wait for problems to happen — we eliminate them before you even notice them.
With the plans IT Unlimited it has certified technical support, 24/7 monitoring and a partner that knows your business — for a fixed monthly fee, with no surprises.
While your competitors are dealing with IT failures, your company focuses on growth.
What is included in all plans
Regardless of the chosen plan, all DataRoad clients benefit from:
- Proactive 24/7 monitoring — we spot the problems before you notice them
- Technical helpdesk by phone, email and ticketing portal
- Patch and update management of operating systems and software
- IT service availability reports with metrics and recommendations
- RMM platform access (Remote Monitoring & Management)
- Dedicated account manager for continuous monitoring
IT Plans Unlimited – Business IT Support
🔵 Essential
For small businesses that need reliable support without complexity.
- Up to 10 users / devices
- Response time: 4 working hours
- Unlimited remote support (business hours)
- Basic network and endpoint monitoring
- Backup management (periodic verification)
Ideal for: medical practices, law firms, small clinics, startups.
🟠 Premium
For growing businesses with more demanding IT environments.
- Up to 50 users / devices
- Response time: Maximum of 2 working hours
- Unlimited remote support + on-site visits included (up to 4/month)
- Advanced monitoring: servers, network, storage and cloud
- Backup management with quarterly restoration tests
- Managed firewall and perimeter security
- Managed Microsoft 365 licences
- Monthly executive report
Ideal for: hotels, clinics, companies with multiple departments or branches.
🔴 Premium 365
For organisations with critical infrastructure and compliance requirements.
- Unlimited users / devices
- Response time: 1 hour at most (24/7, including weekends and bank holidays)
- Unlimited remote and on-site support with contractual SLA
- Comprehensive monitoring: hybrid cloud, virtualisation, VPN, multi-site environments
- Backup management with documented monthly testing and business continuity plan (BCP)
- Managed SOC and security incident response
- Quarterly IT strategic review meetings
Ideal for: embassies, universities, hotel groups, multinationals and regulated businesses.
🔵 Essential — «Stop improvising.»
Most small businesses still manage their IT by luck and with a «cousin who knows about computers». That comes at a cost — in lost productivity, in data at risk, in time that never comes back. The Essential plan puts an end to that. Real support, real monitoring, real results.
🟠 Premium — «Grow without holding back.»
As the company grows, IT has to keep pace — or it becomes the biggest obstacle to growth. The plan Premium It was created for businesses that cannot afford to stop: hotels with constant check-ins, clinics with sensitive data, and teams that depend on systems that are always available. If your business doesn't sleep, your IT doesn't either.
🔴 Premium 365 — «Zero tolerance for failure.»
For those operating in critical environments — embassies, multinational groups, universities, regulated infrastructures — there is no middle ground. You either have elite support, or you have risk. The plan Premium 365 guarantees a 1-hour response, 24 hours a day, 365 days a year, with a contractual SLA, advanced security management and compliance reporting. Why an hour of downtime can cost more than a year of support.
Comparison Table
| Functionality | Essential | Premium | 365 Premium |
|---|---|---|---|
| Included users | Up to 10 | Up to 50 | Unlimited |
| Response time | 4 working hours | 2 working hours | 1 hour (24/7) |
| Remote support | ✅ | ✅ | ✅ |
| On-site support | ➕ Extra | ✅ 4x/month | ✅ Unlimited |
| 24/7 monitoring | Basic | Advanced | Complete |
| Managed firewall | ➕ Extra | ✅ | ✅ |
| Microsoft 365 Management | ➕ Extra | ✅ | ✅ |
| Business continuity plan | ❌ | ➕ Extra | ✅ |
| Antivirus | ❌ | ➕ Extra | ✅ |
| Account manager | ✅ | ✅ | ✅ Dedicated senior |
Why hire on an IT Unlimited basis?
The four questions before signing
What are the response time and the resolution time, by severity? Is the on-site timeframe defined, and measured from what moment? What is expressly excluded? And is there replacement equipment for what is critical?
A contract that answers these four questions in writing is worth more than any commercial promise.
Financial predictability A single monthly fee covers all support needs. No surprise bills for technician hours or travel time.
Contractually guaranteed response Our SLAs are contractual — not marketing promises. We know what it's like to be stuck waiting for IT support.
Partner, not supplier DataRoad doesn't just fix problems — it prevents them. With continuous monitoring and proactive management, incidents are the exception, not the rule.
Nationwide coverage With a presence in Lisbon, Porto, Faro, Funchal and Évora, we guarantee on-site support wherever your business operates.
Do you need a tailored plan?
Companies with complex infrastructures, multi-site environments or specific regulatory requirements can benefit from a tailored proposal.
Instructions for use
- IT Unlimited plans have monthly billing with an annual contract.
- Hardware and software licences are invoiced separately.
- DataRoad can manage Microsoft, Cisco, Fortinet, Sophos, Ubiquiti, Dell and VMware environments on any plan.
A conversation before deciding
Whether you are solving a specific problem, planning a change or simply looking for a second opinion, we always start in the same way: understanding your case before proposing anything. No obligation, no jargon and no catalogues.
DataRoad Support Plans
Your company's IT
in the right hands
- Remote and telephone support
during working hours - 24/7 monitoring
with automated alerts - Incident response with SLA
- Update management
security patches - Monthly report
- Dedicated helpdesk
by email and telephone
- Unlimited face-to-face support
- travel included
- Advanced 24×7×365 monitoring
- Complete fleet management
- Cyber security included
(firewall, managed antivirus) - Aggressive SLA — immediate response
critical incidents - No time limit
- Dedicated helpdesk
during working hours
- All-inclusive
Unlimited - 24/7/365 support
- weekends and bank holidays included
- Dedicated Technical Account Manager
- Periodic IT strategic alignment meetings
- Business Continuity Plan (Disaster Recovery)
- Priority access to network and infrastructure projects
- Tailored executive reports
Companies covered by the service levels you have just read
Contractual commitments, fulfilled every day
// OUR IT SERVICES
Discover all the benefits
Support and IT Implementation
Wireless Networks
Installation, configuration and implementation of corporate and enterprise wireless network solutions, with management
Information Security
IT security and information protection solutions for workstations, servers and networks
Helpdesk Support
IT user support: on-site, remote and telephone. Permanent and business support
Backups
Information security with monitoring and alerts. Local and remote backups. Disaster Recovery solutions
Computer Networks
Computer network maintenance, implementation, management and optimisation
IT consultancy
Analysis, management and optimisation of IT solutions, networks, systems and IT security
Cloud Solutions
Cloud security, file sharing and collaboration solutions, 365 and GSuite. Implementation, management and maintenance
// Our IT services
Business IT Support
Written, measured and fulfilled service levels (SLAs)
We define response and resolution times by severity level, support channels and coverage hours by contract — and we report on compliance every month.
«We'll look into it is not a response time. If your current supplier cannot tell you in how many minutes they respond to a total outage, you do not have an SLA.
Compare our service levels with what you have today. The difference is usually evident.
«We'll look into it» is not a response time.
Our SLAs set out response and resolution times in writing by level of severity, and we measure compliance every month.
Request the proposal now with the SLAs included →
The certifications that make our SLAs credible
Promising response times requires proven technical expertise
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Contact Form
Request a proposal from DataRoad: we take care of the rest with a quick and clear response to support your company's needs.
Tell us what you need. IT support, network installation, cybersecurity, office relocation or simply a second opinion on your IT infrastructure — we are here to help.
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