DataRoad's managed helpdesk: P1 to P4 tickets, first response to critical incidents in under 1 hour, a portal and reports. Request a no-commitment proposal.
More than 10 workstations · support contract · remote, on-site and phone support
For decision-makers short on time.
A forgotten support request does not just cost an hour: it costs a team at a standstill, a customer without an answer and a management team that does not know what is outstanding or whom to hold accountable. DataRoad - IT Services and Consulting's managed helpdesk closes that gap: every request goes into a ticketing system, gets a priority, an engineer and a contracted deadline, and is logged. The response is immediate in the vast majority of cases, and we prove it in reports. That is how we serve 232 companies, from our head office in Alfragide with support across the country.
More than you think, and you cannot measure it. Requests by stray email and phone calls leave no trail. Nobody knows what is open. Tuesday's fault comes back on Friday, with operations already stopped.
Without a record there is no proof either. You cannot hold a provider to deadlines it never wrote down. The difference between promising support and demonstrating it is a ticket number.
| Level | When it applies | Maximum response |
|---|---|---|
| P1 · Critical | Operations stopped: server, network or core service down | < 1 hour |
| P2 · High | A person or team unable to work, or a security threat in progress | < 2 hours |
| P3 · Medium | An error or fault that does not halt activity | < 4 hours |
| P4 · Low | Requests, changes and scheduled improvements | < 8 business hours |
These are ceilings, not targets. They are set out in DataRoad's service levels and appear, measured, in the periodic reports. In practice, almost every request gets an immediate response.
Client portal. A ticket opens in seconds. The DataRoad client portal is available at any time and shows the company's status, history and documentation.
Email. A message to the helpdesk immediately generates a numbered ticket. You get confirmation straight away; updates follow in the same thread.
Telephone. For emergencies, +351 211 459 950 *, weekdays from 9:00 to 13:00 and 14:00 to 18:30. The call is logged like any other ticket. Nothing stays outside the system.
Chosen by respected and international companies
![MUN[it]](/assets/img/logos-c/munit.webp "MUN[it]"){kind=small}
★★★★★ 5,0 · 52 Google reviewsBecause the best fault is the one that never reaches the user. Disks almost full, failed backups, certificates about to expire, devices throwing errors: monitoring creates the ticket and the team steps in before any downtime. That is the line between reactive support and managed IT services.
Out of hours. Core support runs on weekdays, from 9:00 to 13:00 and 14:00 to 18:30. Clinics, logistics operations and international teams that cannot stop choose IT Unlimited Premium 365, the only plan with support at night, at weekends and on bank holidays, and with 24/7 NOC and monitoring.
High-impact failures. A dedicated coordinator takes charge, the client receives regular status updates and, at the end, a post-incident report with the root cause and the measures to prevent recurrence.
There are three ways to open a ticket: the client portal, an email to the helpdesk and the phone, +351 211 459 950 *, on weekdays from 9:00 to 13:00 and 14:00 to 18:30. All of them assign a number, an engineer and a response deadline. Monitoring alerts also open tickets automatically, often before anyone in the company notices the fault.
No, response and resolution are different metrics. Responding means the engineer picks up the ticket and starts working on it, and that is what the SLA fixes, for example under 1 hour for a P1 incident. Resolution time depends on the complexity of the problem, although most requests are resolved remotely at the first intervention.
Only on IT Unlimited Premium 365, the only plan that adds 24/7 support and monitoring to the base hours, including nights, weekends and public holidays. On Essential and Premium, support runs on weekdays from 9:00 to 13:00 and 14:00 to 18:30, with immediate response times. Clinics, logistics operations and international teams usually choose Premium 365.
Yes, the client portal shows open tickets, where each one stands and the company's full history, at any time. Management sees the same as the technical team, without having to ask for updates. Regular reports bring together request volumes, actual response times and trends.
The helpdesk is included in IT Unlimited, which costs from €395/month + VAT on Essential, remote and phone only, from €750 on Premium, with unlimited on-site support, and from €1,200 on Premium 365. Tickets and calls are not counted. The final price depends on the number of workstations and is set out in the proposal.
Yes, the portal and the SLA are part of the IT Unlimited plans, and DataRoad does not do one-off call-outs. The contract runs for one year, renews automatically and has no tie-in, for companies with more than 10 workstations. See the business helpdesk page and the reasons in why we turn down one-off support.
On the blog: what a slow workstation costs, the right time to renew computers and how to inventory your IT assets. Recent projects in DataRoad news and projects.
We will show you the portal, the SLAs and the real reports we deliver to 232 clients. The service is available only under an IT Unlimited contract: we do not do one-off jobs or sell stand-alone equipment. Headquartered in Alfragide, with support across Portugal. Request a no-commitment proposal.
More than 10 workstations · support contract · remote, on-site and telephone support. +351 211 459 950 * · sales@dataroad.pt
*Call to a Portuguese landline. One Step Ahead of IT.
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Partners and certifications
DataRoad · IT Unlimited
No hour banks, no extra invoices. Remote, on-site and phone support included, with the right plan for the pace of your operation.
We do IT right.
Automated, monitored backups stored off site.
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.
