--- title: "What an SLA is in managed IT and what it must guarantee" description: "Without a written SLA, your IT depends on the supplier's goodwill. What an SLA is, response vs resolution and priorities with an MSP. No-obligation proposal." language: en url: https://www.dataroad-it.com/en/managed-it-services-sla-contract/ source: https://www.dataroad-it.com/en/managed-it-services-sla-contract/ publisher: DataRoad IT (DataRoad - IT Services and Consulting), Portugal --- > Without a written SLA, your IT depends on the supplier's goodwill. What an SLA is, response vs resolution and priorities with an MSP. No-obligation proposal. # What an SLA is in managed IT and what it must guarantee At a glance For decision-makers short on time. - 01 An SLA is the written commitment on response and resolution times. - 02 Response means work has started; resolution means the problem is solved. - 03 Each priority (critical, high, normal) has its own deadline. - 04 At DataRoad response times are immediate and written into the contract. ### In this article A server down at 9 a.m. and the whole team at a standstill. If the contract says "we will do our best", your business waits as long as the provider likes. If it says "response within X minutes for critical incidents", you have a right. That is **an SLA in managed IT services**: a Service Level Agreement, the document that turns intentions into measured deadlines. ## What goes into an SLA? The level of service you will receive, in terms that can be verified. For both sides, vague expectations give way to concrete obligations. ## Response or resolution: what is the difference? | Deadline | Measures | | --- | --- | | Response | The time until an engineer picks up the request and starts working on it | | Resolution | The target time until the problem is solved | A provider that promises only one of the two is leaving half out. Insist on both, by priority. ## Why is not everything urgent? Because engineers must go first where the business has stopped. A serious SLA separates requests: - **Critical** The company cannot work: server, internet or core system down. - **High** One person is prevented from doing their job. - **Normal** The request can wait without harm. Each level has its own deadline. ## What does your business gain from a written SLA? - **Predictability** You know when you will get a response. - **Priority** Whatever stops the business goes first. - **Accountability** There is a metric to assess the provider. And there is an indirect signal: a provider that accepts written deadlines trusts what it delivers. At DataRoad - IT Services and Consulting, response times are immediate and written into every contract. ## FAQ: SLAs in IT support ### Does an SLA eliminate faults? No. It guarantees that each fault is handled within the deadline and with the right priority. The gain lies in reducing downtime. ### Do only large companies need an SLA? No. SMEs, with less room for downtime, are precisely the ones that benefit most from guaranteed deadlines. ### What if the provider misses the SLA? The contract should set out the consequences. But look at the track record too: the SLA is the promise, reputation shows whether it is kept. ## Why a DataRoad SLA? - **11 years** And **232 clients** under contract. - **5.0 from 52 reviews** On Google. - **Top 5% PME** According to scoring.pt. ## Want response times written into your contract? See [DataRoad's managed IT services](https://www.dataroad-it.com/en/managed-it-services-networks-security-cloud/), the [helpdesk with contracted response times](https://www.dataroad-it.com/en/managed-it-helpdesk-portugal/) and the [managed IT model in Portugal](https://www.dataroad-it.com/en/it-outsourcing-portugal/). For businesses that can never stop, there is [Premium 365, with 24/7 cover and an SLA](https://www.dataroad-it.com/en/premium-365-lisbon-24-7-managed-it/). 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.* Chosen by respected and international companies ★★★★★ 5,0 · 52 Google reviews ★★★★★ 5,0 · 52 Google reviews DataRoad ## Related articles [Managed IT and cybersecurityTeams on the move: securing laptops, phones and public Wi-FiThe real travel risk is an unencrypted lost laptop, not hotel Wi-Fi. With disk encryption, central management, MFA and a controlled connecti…12 October 2026 · 7 min read](https://www.dataroad-it.com/en/managed-cybersecurity-travelling-teams/)[Managed IT and cybersecurityExternal attack surface: what the internet sees of your companyAutomated attacks hunt for vulnerable versions, and company size is irrelevant. In 2025, CERT.PT recorded 3,864 incidents, 40% more than in …12 October 2026 · 5 min read](https://www.dataroad-it.com/en/external-attack-surface-managed-cybersecurity/)[Managed IT and cybersecurityNOC and managed cybersecurity: who watches your SME, and whenThe question is not whether you have a SOC: it is who receives the alert at 10 pm on a Saturday and what they do next. At DataRoad, nights, …12 October 2026 · 6 min read](https://www.dataroad-it.com/en/noc-managed-cybersecurity-sme/)[Managed IT and cybersecurityMicrosoft 365 security: the 10 controls that are yoursIn Microsoft 365, the platform is Microsoft's and the keys are yours. According to Microsoft, MFA and blocking legacy authentication stop mo…12 October 2026 · 6 min read](https://www.dataroad-it.com/en/microsoft-365-managed-cybersecurity-shared-responsibility/)[Managed IT and cybersecurityGDPR and managed cybersecurity: 10 technical controls to proveWithout documented technical measures, a data breach turns from an IT incident into a problem with the regulator. Ten controls in three bloc…12 October 2026 · 6 min read](https://www.dataroad-it.com/en/gdpr-managed-cybersecurity-10-technical-measures/)[Managed IT and cybersecurityExposed passwords: audit your domain and close the door in 5 daysThe risk is not the email appearing in a breach: it is the same password opening a work account. Change what is exposed, MFA on every accoun…12 October 2026 · 5 min read](https://www.dataroad-it.com/en/company-credentials-data-breach-check/)[Managed IT and cybersecurityAsset inventory: the basis of IT estate management and NIS2Without an asset inventory there is no planned renewal, no demonstrable security and no answer to CNCS. NIS2 entities must submit the list o…12 October 2026 · 7 min read](https://www.dataroad-it.com/en/it-asset-inventory-management-nis2/)[Managed IT and cybersecurityBreak-glass accounts in Microsoft 365: your company's insuranceA locked-out admin can leave email, Teams and files unmanaged for days. Break-glass accounts are the reserve administrator you only use when…12 October 2026 · 5 min read](https://www.dataroad-it.com/en/microsoft-365-break-glass-accounts/)[Managed IT and cybersecurityWindows 365 for business: when a cloud PC cuts costsA cloud PC pays off for consultants, seasonal staff, teams without an office and mixed Mac and Windows estates. For video, CAD or weak inter…12 October 2026 · 6 min read](https://www.dataroad-it.com/en/windows-365-business-cloud-pc-costs/) 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. Predictability is a service: the same fee every month, requests without counting hours and an SLA written into the contract. - **1** contract and one owner for everything - **0** DataRoad security incidents in 11 years - **5 ★** on Google · 52 reviews 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/managed-it-services-sla-contract/