DataRoad · IT Services and Consultancy
Service levels
Written and measured
An unmeasured service level is a promise, not a commitment.
Response and resolution targets by priority, measured monthly and reported — including the months we miss 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 getting, in writing.
Request a proposalWritten and Measured SLAs
Contractual response times
By priority level
Black and white
Well-Defined Priorities
Critical, high, medium and low
Tailored response for each case
No blind alleys
Regular Reports
Activity and indicators
Follow-up meetings
Transparency with management
// DataRoad
Service Levels
SLA
Unlimited IT packages
Your managed infrastructure. Your focused team.
Choose the right plan for your business and let DataRoad take care of everything else.
We take care of the IT. You, of your business.
Every business has different needs — and IT management should not be a one-size-fits-all solution.
The plans IT Unlimited DataRoad solutions have been designed to offer cost predictability, guaranteed response times and ongoing technical support, tailored to the size and criticality of your business.
No surprises on the bill. No waiting. No hassle.
Had enough of computers letting you down when you need them 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 feel them.
With the plans IT Unlimited, you have certified technical support, 24/7 monitoring and a partner who knows your business — for a fixed monthly amount, with no surprises.
Whilst your competitors are dealing with IT outages, your business focuses on growth.
What is included in all plans
Whichever plan is chosen, all DataRoad clients benefit from:
- 24/7 proactive monitoring we detect problems before you feel them
- Technical helpdesk by telephone, email and ticketing portal
- Patch and update management operating systems and software
- IT service availability reports with metrics and recommendations
- RMM platform access (Remote Monitoring & Management)
- Dedicated account manager for continuous monitoring
Unlimited IT Packages – IT Support for Businesses
🔵 Essential
For small businesses that need reliable support without the complexity.
- Up to 10 users / devices
- Response time: 4 working hours
- Unlimited remote support (business hours)
- Basic network and workstation 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 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, businesses with multiple departments or agencies.
🔴 Premium 365
For organisations with critical infrastructure and compliance requirements.
- Unlimited users / devices
- Response time: 1 hour maximum (24/7, weekends and bank holidays included)
- Unlimited remote and on-site support with a contractual SLA
- Comprehensive monitoring: hybrid cloud, virtualisation, VPN, multi-site environments
- Backup management with documented monthly testing and a 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 sheer luck and a «cousin who knows about computers». That comes at a cost — in lost productivity, vulnerable data, and time that never comes back. The Essential plan puts an end to it. Real support, real supervision, real results.
🟠 Premium — «Grow without holding back.»
When the business grows, IT must keep up — otherwise it becomes the biggest obstacle to growth. The plan Premium was created for businesses that cannot afford to stop: hotels with constant check-ins, clinics with sensitive data, teams that depend on always-on systems. If your business never sleeps, neither does your IT.
🔴 Premium 365 — «Zero tolerance for failures.»
For those operating in critical environments — embassies, multinational groups, universities, regulated infrastructure — there are no half-measures. Either you have elite support, or you have a risk. The package 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. Because an hour of downtime can cost more than a year of support.
Comparison Table
| Feature | 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 supervision | Basically | Progress | Complete |
| Managed firewall | ➕ Extra | ✅ | ✅ |
| Microsoft 365 management | ➕ Extra | ✅ | ✅ |
| Continuity plan | ❌ | ➕ Extra | ✅ |
| Antivirus | ❌ | ➕ Extra | ✅ |
| Account manager | ✅ | ✅ | ✅ Senior dedicated |
Why subscribe to the IT Unlimited package?
The four questions before signing
What is the response time and what is the resolution time, by severity? Is the on-site response time defined, and measured from what? What is expressly excluded? And is there replacement hardware for critical items?
A contract that answers these four questions in writing is worth more than any sales promise.
Financial predictability A single monthly fee covers all support needs. No surprise invoices for technician time or call-out charges.
Contractually guaranteed response Our SLAs are contractual — not marketing promises. We know what it’s like to wait around for IT to show up.
Partner, not supplier DataRoad doesn't just solve problems — it prevents them. With continuous monitoring and proactive management, incidents are the exception, not the rule.
National coverage With a presence in Lisbon, Porto, Faro, Funchal and Évora, we guarantee on-site support wherever your business operates.
Need a bespoke plan?
Businesses with complex infrastructures, multi-site environments or specific regulatory requirements can benefit from a tailored proposal.
User notes
- IT Unlimited plans are billed monthly with an annual contract.
- Hardware and software licences are invoiced separately.
- DataRoad can manage Microsoft, Cisco, Fortinet, Sophos, Ubiquiti, Dell and VMware environments across all packages.
A conversation before deciding
Whether you are solving a practical problem, planning a change or simply looking for a second opinion, we always start the same way: understanding your situation before proposing anything. No obligation, no jargon and no catalogues.
DataRoad Support Plans
Your company's IT
in safe hands
- Remote and telephone support
during working hours - 24/7 supervision
with automatic alerts - Incident response with SLAs
- Update management
security patches - Monthly report
- Dedicated helpdesk
by email and telephone
- Unlimited on-site support
- travel included
- Advanced 24×7×365 monitoring
- Complete fleet management
- Cybersecurity included
(firewall, managed antivirus) - Aggressive SLA — immediate response
critical incidents - No time limit
- Dedicated helpdesk
during working hours
- Everything included
in IT 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
- Custom executive reports
Companies covered by the service levels you have just read
Contractual commitments, met every day
// OUR IT SERVICES
Discover all the benefits
Support & IT Implementation
Wireless Networks
Installation, configuration and deployment of professional wireless network solutions, with management
IT Security
IT security and data protection solutions for workstations, servers and networks
Support Helpdesk
IT user support: on-site, remote and by telephone. Ongoing support for businesses
Backups
Data security with monitoring and alerts. Local and remote backups. Disaster recovery solutions.
Computer Networks
Computer network maintenance, deployment, management and optimisation
IT consultancy
Analysis, management and optimisation of IT, network, systems and IT security solutions
Cloud Solutions
Cloud security solutions, sharing and collaboration, 365 and GSuite. Deployment, management and maintenance
// Our IT services
IT Enterprise Support
Written, measured and met service level agreements (SLAs)
We define response and resolution times by degree of severity, support channels and coverage hours by contract — and we report on compliance with them every month.
«We'll look into that» is not a response time. If your current provider cannot tell you in how many minutes they respond to a total outage, you have no SLA.
Compare our service levels with what you have today. The difference is generally obvious.
«We'll look into that» is not a response time.
Our SLAs set out in writing response and resolution times by degree of severity — and we measure compliance with them every month.
Request the proposal with the SLAs already included
The certifications that make our SLAs credible
Promising response times requires proven technical mastery
Contact us right now
Contact Form
Request a proposal from DataRoad: we take care of the rest with a quick and clear response to support your business 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.
Fill in the form and a specialist technician will contact you the same day.