--- title: "Managed helpdesk with tickets and SLA | DataRoad IT" description: "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." language: en url: https://www.dataroad-it.com/en/managed-it-helpdesk-portugal/ source: https://www.dataroad-it.com/en/managed-it-helpdesk-portugal/ publisher: DataRoad IT (DataRoad - IT Services and Consulting), Portugal --- > 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. # Managed helpdesk with tickets and SLA: no request gets lost At a glance For decision-makers short on time. - 01 Every request gets a number, an engineer and a deadline written into the SLA, whatever the channel. - 02 Critical incident (P1): first response in under 1 hour; almost always immediate. - 03 Base hours on weekdays, 9:00 to 18:30; outside those hours, only on Premium 365. - 04 Portal, history and reports included in every IT Unlimited plan, from €395/month + VAT. **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.** - **232 clients:** All under contract, all on the same system. - **Immediate response:** With maximum deadlines set in an SLA. - **Top 5% PME:** According to scoring.pt. - **Weekdays, 9:00–13:00 and 14:00–18:30:** Core hours; 24/7 only for Premium 365 clients. ## What does a helpdesk without tickets cost you today? 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. ## What does DataRoad's ticketing system guarantee? - **Number, owner and deadline:** Every request has all three from the first minute. - **Objective priority:** Classified from P1 to P4 and measured against [signed SLAs](https://www.dataroad-it.com/en/managed-it-sla-portugal/). - **Context retained:** The company's history means nobody asks you the same question twice. - **Certified team:** Engineers dedicated to businesses, with every intervention timed. - **Full visibility:** The status of each ticket appears on the portal in real time. ## Which first-response times go into the contract? | 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](https://www.dataroad-it.com/en/managed-it-sla-portugal/) and appear, measured, in the periodic reports. In practice, almost every request gets an immediate response. ## How do your team's requests come in? **Client portal.** A ticket opens in seconds. The [DataRoad client portal](https://www.dataroad-it.com/en/it-unlimited-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. ## How does a ticket progress to closure? - **Logging:** it arrives through one of the three channels or is created by an automatic alert, before anyone notices the fault. - **Analysis:** the engineer assesses the business impact and gathers context: who is affected, which device, what history. - **Classification:** a P1 to P4 level is assigned, with the corresponding SLA deadline, and the right specialist. - **Intervention:** most are resolved by remote access first time; on the Premium and Premium 365 plans we go on site whenever needed. - **Confirmation:** the ticket only closes when the user confirms everything works. - **Documentation:** the solution goes into the company's knowledge base; recurring faults trigger preventive measures. Chosen by respected and international companies ★★★★★ 5,0 · 52 Google reviews ★★★★★ 5,0 · 52 Google reviews ## Why do we open tickets before the client calls? Because 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](https://www.dataroad-it.com/en/managed-it-services-networks-security-cloud/). **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](https://www.dataroad-it.com/en/premium-365-24-7-managed-it/), the only plan with support at night, at weekends and on bank holidays, and with [24/7 NOC and monitoring](https://www.dataroad-it.com/en/noc-it-monitoring-portugal/). **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. ## How does DataRoad prove it delivers? - **Deadlines in the contract:** Signed response times, not spoken over the phone. - **Periodic reports:** Ticket volume, actual times and trends. - **Searchable archive:** The company's entire technology history in one place. - **Clear rules:** Annual contract, automatic renewal, no tie-in. ## Frequently asked questions from decision-makers ### What are the ways to open a ticket? 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. ### Is responding the same as resolving? 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. ### Is there support at night and at weekends? 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. ### Can I check the status of requests without phoning? 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. ### How much does the managed helpdesk cost? 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. ### Do I need a contract to use the helpdesk? 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](https://www.dataroad-it.com/en/managed-it-helpdesk-portugal/) and the reasons in [why we turn down one-off support](https://www.dataroad-it.com/en/managed-services-contract-no-one-off-callouts/). ## Where can you read more before deciding? - **Pricing:** [Essential from €395, Premium from €750 and Premium 365 from €1,200 per month (+ VAT)](https://www.dataroad-it.com/en/managed-it-services-pricing-plans/). - **Models:** [IT Unlimited compared with hour banks, retainers and outsourcing](https://www.dataroad-it.com/en/it-unlimited-vs-hour-bank-costs/). - **Transition:** [switching IT partner without downtime](https://www.dataroad-it.com/en/switch-it-provider-portugal/). - **Extended cover:** [24/7 with Premium 365 in Greater Lisbon](https://www.dataroad-it.com/en/premium-365-lisbon-24-7-managed-it/). - **On site:** [on-site support for SMEs](https://www.dataroad-it.com/en/managed-it-on-site-engineer-lisbon-smes/). - **External IT:** [when to hand your IT department to an MSP](https://www.dataroad-it.com/en/managed-it-services-lisbon-it-department/). - **Shared spaces:** [managed IT for offices and coworking spaces](https://www.dataroad-it.com/en/managed-it-offices-coworking-lisbon/). - **Healthcare:** [managed IT for clinics and practices](https://www.dataroad-it.com/en/managed-it-clinics-medical-practices-lisbon/). On the blog: [what a slow workstation costs](https://www.dataroad-it.com/en/hidden-cost-slow-it-estate/), [the right time to renew computers](https://www.dataroad-it.com/en/it-estate-lifecycle-renewal-disposal/) and [how to inventory your IT assets](https://www.dataroad-it.com/en/it-asset-inventory-management-nis2/). Recent projects in [DataRoad news and projects](https://www.dataroad-it.com/en/lisbon-msp-managed-networks-it/). ## Next step: see the helpdesk from the inside, with no commitment 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](https://www.dataroad-it.com/en/contact-dataroad-managed-it-proposal/?assunto=Suporte%20e%20Sistema%20de%20Tickets). **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. News ## Projects delivered and news from DataRoad. [See all news →](https://www.dataroad-it.com/en/news/) [NewsFrance Affiches: three sites, no single point of failureA French group founded in 1984 hands a Portuguese MSP the infrastructure of Antony, Wissous and Vialonga: high-availability firewalls, fibre…25 October 2026 · 4 min read](https://www.dataroad-it.com/en/france-affiches-it-three-sites-paris-lisbon/)[NewsSSAP: a managed business wireless network with 14 access pointsA sixth project for the same public body since 2019: when a tender goes to the same company again, it is the previous network doing the talk…12 October 2026 · 6 min read](https://www.dataroad-it.com/en/ssap-managed-wireless-network-14-access-points/)[NewsManaged cybersecurity: one architecture, no incidents in 11 yearsThe same security architecture for every client, operated rather than merely installed. In 11 years, DataRoad has never suffered a security …12 October 2026 · 8 min read](https://www.dataroad-it.com/en/managed-cybersecurity-single-architecture/)[NewsManaged Ubiquiti UniFi: more than 138 sites and 1321 devicesA network made of different brands and installers fails at the joins. DataRoad has managed more than 138 Ubiquiti UniFi sites on the same te…10 October 2026 · 3 min read](https://www.dataroad-it.com/en/managed-ubiquiti-unifi-networks/)[NewsFrance Affiches: an on-site IT audit in ParisA premium Portuguese MSP at a French group's headquarters: the audit of France Affiches' network and systems was done on site in Paris and d…10 October 2026 · 4 min read](https://www.dataroad-it.com/en/france-affiches-it-audit-paris/)[NewsManaged remote support for companies without a fixed officePaying for a provider's offices speeds nothing up. Immediate remote support, an in-house datacentre and on-site work only when the network c…8 October 2026 · 5 min read](https://www.dataroad-it.com/en/managed-it-remote-companies-europe-usa/)[News24 public IT contracts: the standard of RTP, Técnico and SSAPA public tender gives no second chances. Since 2017, eight public bodies, from RTP to SSAP, have awarded DataRoad 24 IT contracts, all verif…3 October 2026 · 5 min read](https://www.dataroad-it.com/en/public-contracts-it-partner-rtp-tecnico-ssap/)[NewsEmbassies and international groups: why they choose DataRoadEmbassy of Korea, Consulate of Brazil, DCIAP, Reltio by SAP, beQom, Mitrelli Group: organisations that demand written guarantees chose DataR…12 September 2026 · 4 min read](https://www.dataroad-it.com/en/embassies-international-groups-msp-portugal/)[NewsDataRoad in five languages: managed IT for overseas head officesWhoever chooses the IT partner for a subsidiary in Portugal is often in Geneva or New York. DataRoad's website now speaks the language of th…12 September 2026 · 4 min read](https://www.dataroad-it.com/en/managed-it-services-five-languages/) 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. No hour banks, no extra invoices. Remote, on-site and phone support included, with the right plan for the pace of your operation. - **1** contract and one owner for everything - **Top 5%** SMEs · scoring.pt - **5 ★** on Google · 52 reviews We do **IT** right. Contact ## Have your backups ever been put to the test? Automated, monitored backups stored off site. Phone +351 211 459 950 * *Call to a Portuguese landline Sales email sales@dataroad.pt Headquarters Avenida 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. --- Versão HTML desta página: https://www.dataroad-it.com/en/managed-it-helpdesk-portugal/