You make a request
Through the client portal, by phone or by email. Everything is logged in a ticket, with history.
How support works
From request to resolution: the same process, every time.
No surprises about who answers, how long it takes and what happens next. This is how DataRoad support works.
< 10 minaverage response time
5.0 ★52 Google reviews
232clients under management
3 channelsremote, on-site and phone
How support works
Six steps, always the same
Every request follows the same path, from portal to report.
Triage by business impact
Priority is set by what is stopped, not by order of arrival.
A technician responds
Average response time under 10 minutes, with a technician taking ownership of the request.
Remote resolution
Most problems are solved remotely, with secure access to the workstation.
Escalation if needed
When the problem is bigger, it moves to a senior technician or the vendor, without you repeating everything.
On-site visit
On the Premium and Premium 365 plans, a technician comes on site when the problem requires it.
How support works
The work you do not see
Vendor coordination
Carriers, manufacturers and software: we handle them on your behalf.
Documentation
Inventory, access and procedures documented, so any technician can pick up where another left off.
Root causes of recurring issues
When the same problem returns, we look for the cause and fix it for good.
How support works
Hours and after-hours support
Service runs on working days, 9:00 to 13:00 and 14:00 to 18:30. 24/7 support and monitoring are exclusive to the Premium 365 plan, which covers nights, weekends and holidays.
How support works
Small enough to know your case. Structured so it never depends on one person.
Shared documentation
Everything we know about your network is written down.
Standard tooling
The same procedures across every client.
Team knowledge
More than one technician knows your environment.
Remote management
Secure access to workstations to act immediately.
Monitoring
Alerts that anticipate failures before the user notices.
Escalation paths
We always know who to hand a bigger problem to.
FAQ
Frequently asked questions
Who answers my request?
A technician from the DataRoad team. Not an external call centre.
What if my usual technician is away?
Another technician picks up immediately, because everything is documented and shared.
Do you offer after-hours support?
24/7 support and monitoring are part of the Premium 365 plan.
Do you access my computer?
Yes, with secure, authorised remote access, and only to handle your request.
What if the same problem keeps coming back?
We analyse the cause, fix it for good and record what changed.
DataRoad IT Unlimited
Want to see support working in your company?
Get a written, no-obligation proposal, for companies with more than 10 workstations.
Contact
Talk to the team that will run your IT.
We work directly with the end client, under an IT Unlimited contract, with companies of 10 or more workstations. Every proposal is in writing and with no obligation.
Phone+351 211 459 950 **Call to a Portuguese landline
Sales emailsales@dataroad.pt
HeadquartersAvenida dos Moinhos 12 B, 2610-119 Alfragide, Portugal
More than 10 workstations · support contract · remote, on-site and phone support
DataRoad works only for companies under an IT Unlimited contract. We do not take subcontracted work or one-off call-outs.