--- title: "How to measure the quality of your IT provider’s support" description: "First response time, SLA targets, a rating after every request and a monthly report: how DataRoad measures support. No-obligation proposal." language: en url: https://www.dataroad-it.com/en/how-to-measure-it-support-quality-provider/ source: https://www.dataroad-it.com/en/how-to-measure-it-support-quality-provider/ publisher: DataRoad IT (DataRoad - IT Services and Consulting), Portugal --- > First response time, SLA targets, a rating after every request and a monthly report: how DataRoad measures support. No-obligation proposal. # How to measure the quality of your IT provider’s support At a glance For decision-makers short on time. - 01 The first indicator is time to first response. At DataRoad the average is under 10 minutes. - 02 Priorities and deadlines must be set in an SLA per plan, not promised verbally. - 03 Every closed request should trigger a customer rating and, if negative, a recovery action. - 04 Every month the customer should receive in writing what was done. ### In this article Almost every IT provider says it responds quickly. Few show how they measure it. For a decision-maker, support quality comes down to five signals you can ask for and verify: time to first response, priorities and deadlines set by contract, the history of every request, a customer rating after each closure and a written monthly report. At DataRoad, the average support response time is under 10 minutes. ## Which indicator matters most day to day? Time to first response. It is the moment your team stops being alone with the problem. At DataRoad, remote and phone support responds immediately and the average response time is under 10 minutes. An IT Unlimited contract does not count hours, so asking for help early never costs more. ## How are priorities and deadlines defined? Every request enters a portal with history and priority, and response times are defined in the SLA in the contract, per plan. If a request is waiting for our reply, the team receives an internal alert. Nothing depends on one person’s memory. ## How do we know the customer is satisfied? After we close a request, the customer receives an email with a one-click rating. A negative rating opens an internal task to recover the customer within 24 hours, with management follow-up. On Google, DataRoad has a 5.0 average customer rating. ## What do you receive in writing every month? An up-to-date inventory of your IT estate, a monthly report of what was done and an equipment renewal plan so you can decide with numbers. IT Unlimited Premium 365 also includes regular alignment meetings. ## Which questions should you ask any IT provider? - **Response time** What is the average first response and how is it measured? - **History** Where can I see what was requested, by whom and with what priority? - **Failures** What happens if a request goes unanswered? - **Satisfaction** How do you rate the customer after each request and what do you do with a poor score? - **Reporting** What do I receive in writing every month? ## Next step: see DataRoad support in practice We show you the portal, each plan’s deadlines and a sample monthly report, with no obligation. Discover [IT Unlimited](https://www.dataroad-it.com/en/managed-it-services/) or talk to us through the [contact](https://www.dataroad-it.com/en/contact-dataroad-managed-it-proposal/) page. **More than 10 workstations · support contract · remote, on-site and phone support.** Call +351 211 459 950 * or write to sales@dataroad.pt. **Call to a Portuguese landline.* Chosen by respected and international companies ★★★★★ 5,0 · 52 Google reviews ★★★★★ 5,0 · 52 Google reviews DataRoad ## Related articles [IT UnlimitedFunding network and IT infrastructure in 2026/2027: a CFO guideThere is no grant open for equipment alone. IT fits into innovation projects or into loans with a public guarantee, and those with the techn…12 October 2026 · 7 min read](https://www.dataroad-it.com/en/financing-it-infrastructure-portugal-2026-2027/)[IT UnlimitedWhat does an hour of downtime cost? 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And the most expensive mistake is usually in the internal network, not the …15 August 2026 · 4 min read](https://www.dataroad-it.com/en/business-ip-phone-system-pbx-cloud/) Numbers you can verify **11** years in business **232** clients **< 10 min** average response time **15+** IT vendor certifications **10+** Countries with clients supported **5.0 ★** 52 Google reviews Transparency ## What many providers hide, we publish. [See plans and prices →](https://www.dataroad-it.com/it-unlimited/) - **Prices upfront** Essential from €395/month + VAT, Premium from €750 and Premium 365 from €1,200. - **No lock-in** Annual contract, no lock-in and no joining fees. - **Everything in writing** What is included, the scope and the price, before you sign. - **Support without counted hours** Remote and phone in every plan; on-site support from Premium. Partners and certifications DataRoad · IT Unlimited ## One StepAhead of IT. One fixed fee, one accountable partner and no budget surprises. The team that knows your operation in detail, every month. - **1** contract and one owner for everything - **5 ★** on Google · 52 reviews - **10+** workstations: our minimum per client We do **IT** right. DataRoad IT Unlimited ## Have your backups ever been put to the test? Automated, monitored backups stored off site. [Request a proposal, no commitment →](https://www.dataroad-it.com/en/#contact)+351 211 459 950 **Call to a Portuguese landline · More than 10 workstations · support contract · remote, on-site and phone support[Not sure what you need? Talk to the assistant →](https://www.dataroad-it.com/en/#assistente) --- Versão HTML desta página: https://www.dataroad-it.com/en/how-to-measure-it-support-quality-provider/