IT Unlimited
Fixed monthly fee per position, with no counted hours
Monitoring, backups and security included
No loyalty scheme
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What gets left out of each model
Guide to choosing an IT partner
Proactive detection
Continuous alerting on servers, network and workstations — before the fault reaches the user.
Preventative maintenance
Updates and patches carried out out of hours, with a log.
24/7, 365 days a year
Permanent coverage on Premium 365 plans, including weekends and public holidays.
24/7 IT Monitoring and Maintenance
Proactive fault detection, continuous monitoring and preventative maintenance of networks and servers — before the problem affects your business
24/7 support, 365 days a year
24-hour, 365-day monitoring and alarm service, combined with local, remote and telephone support
Certified IT Services
DataRoad holds a number of certifications and has extensive experience, as do its technicians
Computer Networks and Cabling
Installation of structured networks and certified IT cabling. Business and managed wireless networks
Unlimited IT — fixed monthly retainer
A certified and specialised IT support plan – covering on-site, remote and telephone support – providing comprehensive IT support for businesses
IP PBX Solutions
IP telephone systems for businesses, with advanced voice features, carrier-independent and cost-effective
Monitorizar não é ter um gráfico bonito numa parede. É ter sondas a correr continuamente sobre a infraestrutura que a sua empresa usa todos os dias — e alguém deste lado a agir quando uma delas muda de cor, seja de madrugada, ao fim de semana ou a meio de uma reunião.
Informational
Fica em registo: cópias concluídas, atualizações aplicadas, reinícios planeados. É histórico, não é trabalho.
Warning
Entra na fila do dia: disco a encher, certificado a expirar, antivírus desatualizado num posto.
Critical
Interrompe o que estiver a ser feito: servidor em baixo, ligação em baixo, cópia de segurança falhada.
After hours
De noite, ao fim de semana e em feriados com o Premium 365. Nos outros planos, fica para a primeira hora útil.
What happens when an alert triggers
Deteção
A sonda dispara e o alerta entra no nosso sistema já com severidade atribuída, sem depender de alguém do vosso lado reparar no problema.
Triage
O informativo fica em registo, o aviso entra na fila do dia e o crítico interrompe o trabalho em curso.
Correção remota
A larga maioria resolve-se à distância e antes de chegar ao utilizador: um serviço reposto, disco libertado, uma atualização aplicada.
Escalonamento
O que não se resolve à distância, ou obriga a substituir equipamento, sobe ao técnico sénior e passa a intervenção agendada.
Este é o lado da monitorização. Se o que procura é o lado do pedido — abrir um ticket, acompanhar o histórico, falar com um técnico —, está descrito na página de assistência e suporte informático.
Response times by plan
| Plan | Response time | On-site assistance | Coverage |
|---|---|---|---|
| Essential | 4 working hours | Priced separately | Working hours |
| Premium | 2 working hours | Included | Working hours |
| Premium 365 | 1 hour | Included, without limit | 24/7, weekends and bank holidays |
View the full service level table
What does the maintenance include
Jobs
Updates, licensing, user accounts and equipment replacement.
Servers and virtualisation
Status, space, performance and out-of-hours updates applied.
24/7 Monitoring
Server, connection and backup scaremongering, with automated remediation.
Backups
Managed and tested backups — testing the restoration is what distinguishes a backup from a folder.
Firewall and antivirus
Revised rules, updated subscriptions and alerts handled by us.
Microsoft 365
Email, file sharing, MFA and access policies.
Ad-hoc support or contract
DataRoad works exclusively on a contract basis, and the reason is practical: without history, without inventory and without monitoring, every request starts from scratch — and the time it takes to understand the situation is time the company is at a standstill.
Ad-hoc call
The technician arrives without context. There is no prevention, no history, and the cost varies depending on the number of breakdowns.
IT Unlimited Contract
Fixed monthly fee per position. The infrastructure is documented and monitored, and preventing breakdowns becomes in the interest of the service provider.
Frequently Asked Questions
How long do they take to reply?
It depends on the plan: 4 working hours on Essential, 2 working hours on Premium, and 1 hour on Premium 365, which also covers nights and weekends. The time counts from the moment the ticket is raised.
Are travel expenses paid separately?
No Essential, yes — the service is remote and telephone-based and on-site assistance is quoted separately. In the Premium plans, call-outs are included.
Do you offer one-off support without a contract?
No. We work exclusively with businesses and on a contract basis, directly with the end client.
How do we open an order?
By phone, by email, or via the customer portal, where you can find the history of all the company's orders.
Who is our interlocutor?
An account manager with a name and direct telephone number, who knows the infrastructure. The documentation is shared with the team, so that the service does not depend on a single person.
See also: IT Unlimited — the support fee · Service levels (SLA) · Changing IT company without downtime
Some of the companies that have already chosen DataRoad as their IT partner in Portugal
![mun[it] logo, a digital marketing agency — a DataRoad client](https://www.dataroad.pt/wp-content/uploads/2026/09/logo-cliente-munit.png){kind=logo}
DataRoad Support Plans
Your company’s IT
in the right hands
- Remote and telephone support only
no travel included - 24/7 Monitoring
with automatic alerts - Incident response with an SLA
- Update management
and security patches - Helpdesk during working hours
by email and telephone
- Unlimited in-person support
- with travel included
- Advanced 24×7×365 monitoring
- Complete IT infrastructure management
- Cybersecurity included
managed firewall and antivirus - Priority SLA
immediate response to critical incidents - No limit on hours
- Dedicated helpdesk
with priority in the queue
- Everything that’s included
no IT Unlimited Premium - 24 hours a day, 7 days a week, 365 days a year support
- including weekends and public holidays
- Dedicated technical account manager
- Regular IT strategic alignment meetings
- Business Continuity Plan (Disaster Recovery)
- Priority access to network and infrastructure projects
DataRoad · IT Services and Consultancy
Find out about our Awards
We do IT right
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Behind every growing business, there is an infrastructure that never fails!
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24/7 monitoring, 365 days a year
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Guaranteed Uptime
Every hour spent waiting for assistance is an hour of lost working time.We respond within minutes via telephone and remote access, and, when absolutely necessary, we’ll be at your premises on the very same day.Book our visit now and get in touch with us today
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Our projects
Find out about our latest news and completed projects
In the projects we are involved in, we bring all our experience, commitment and dedication to our clients
The greatest source of pride and fulfilment we can achieve is always your recognition of our work
We help businesses grow with our specialist IT expertise
The IT Department Your Company Has Always Needed Continuous monitoring, on-site and remote support, and comprehensive management of your IT infrastructure — available 24 hours a day, 365 days a year. Whilst we take care of the technology, your team can focus on what really matters: the business.
24 contratos públicos: RTP, Instituto Superior Técnico, Faculdade de Medicina de Lisboa e SSAP escolhem a DataRoad para suporte informático e gestão e instalação de redes informáticas
RTP, Instituto Superior Técnico, Faculdade de Medicina de Lisboa, ANQEP, SSAP e três autarquias: 24 contratos públicos desde 2017 em suporte informático, redes informáticas e redes wireless.
Serviços Sociais da Administração Pública voltam a escolher a DataRoad para instalação de uma rede wireless business com 14 pontos de acesso num edifício em Lisboa
Os SSAP voltam a confiar na DataRoad: 14 pontos de acesso wireless, bastidor, firewall e gestão da rede com alarmística, depois de vários projetos de rede em Lisboa, Évora, Aljubarrota e São Pedro do Sul.
France Affiches em Paris escolhe a DataRoad para auditoria de IT e consultadoria informática em 2 localizações em Paris
A France Affiches escolheu a DataRoad para uma auditoria de IT completa à rede e aos sistemas. O trabalho é feito em Paris, na sede do grupo.
Embassies, international organisations and prestigious companies choose DataRoad in Portugal
Korean Embassy, Brazilian Consulate, DCIAP, Mitrelli Group, Harlan & Poston, ReStream, Forward College, beQom — the projects that make DataRoad the IT partner of choice for international organisations in Portugal.
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Don't know where to start? A IT consultancy in Lisbon DataRoad assesses what you have, identifies risks and proposes a path — with no commitment on the first analysis.
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