Managed IT services SLA: the response times we sign up to

It costs billed hours, technicians who will "drop by tomorrow" and no way to complain. Without deadlines in the contract, urgency is decided by whoever answers the phone. With us, it is decided by the impact on the business.

• Signed deadlines: One limit per priority level, no small print.
• Four severity levels: Critical, high, medium and low. Nobody waits in a queue without criteria.
• Early detection: Real-time alerts deal with the fault before the user feels it; continuous monitoring, nights included, only on Premium 365.
• Accountability: Activity reports and indicators, with review meetings for management.

Four. If a contract does not answer them in writing, the sales promise is worthless.

1. Response time and resolution time: they are different things, and each needs a value per severity.
2. Deadline for on-site attendance: most contracts only fix the remote one. Also ask when the clock starts.
3. List of exclusions: what is left out must be as explicit as what is included.
4. Spare equipment: without replacement hardware for critical items, a fast response only announces the wait.

1. Intake: phone, email or ticket portal; the time is logged.
2. Triage: we assign priority by the effect on operations.
3. First response: immediate, never above the plan's ceiling.
4. Intervention: remote when that solves it; on site on Premium and Premium 365, with unlimited call-outs.
5. Documented closure: the work done feeds the periodic report.

This cycle lets us show compliance month by month. Records are kept and auditable.

All plans are for companies with 10 or more workstations.

The price is fixed once we have looked at your case: number of workstations, size of the estate and network, servers, sites, printers and NAS, critical systems and Macs. Premium 365 also includes night, weekend and public holiday cover.

Essential: an end to improvisation

From 10 workstations. Unlimited remote and phone support during business hours, a 4-business-hour ceiling, network and workstation monitoring, regularly verified backups. No site visits. A fit for medical practices, law firms, small clinics and start-ups.

Premium: technology stops being your problem

An engineer on site whenever needed, call-outs at our expense, a 2-business-hour ceiling. We monitor servers, network, storage and cloud; test restores every quarter; manage firewall, perimeter and Microsoft 365; and deliver a monthly executive report. A fit for hotels, clinics and companies with several departments or branches.

Premium 365: for those who cannot stop

All of Premium, plus 24/7 support and monitoring, covering nights, weekends and public holidays, with a 1-hour ceiling. It adds monitoring of hybrid cloud, virtualisation, VPN and multi-site, documented monthly backup tests with a business continuity plan (BCP), a managed SOC with incident response and a quarterly strategic review. A fit for embassies, universities, hotel groups, multinationals and regulated sectors.

• Technical helpdesk: Phone, email and ticket portal.
• Up-to-date systems: Operating system and software patches.
• Availability reports: Figures and concrete recommendations.
• RMM access: The Remote Monitoring & Management platform.
• Account manager: One contact who looks after the relationship.
• In-house engineers: Nothing subcontracted.

24/7 proactive monitoring is exclusive to Premium 365. See how the DataRoad NOC and monitoring work, with records kept and a monthly report.

Because the track record can be verified:

• 11 years In operation, since 2015.
• 232 clients From SMEs to embassies and multinationals.
• 1321 Ubiquiti devices and more than 138 sites Under daily management.
• Top 5% PME According to scoring.pt.
• 5.0 from 52 reviews On Google.
• Apple Technical Partner Apple's programme for business service providers.
• No security incidents At DataRoad in 11 years.

• Retainer: Fixed and monthly; we do not count hours.
• Term: Annual, renews automatically, has no lock-in. No lock-in.
• Billed separately: Equipment and software licences.
• Supported brands: Ubiquiti, Microsoft, Fortinet, Cisco, Sophos, Dell and VMware, on any plan.

See the IT Unlimited plan comparison or the Premium plan in detail. Multiple sites, regulatory requirements or critical systems may call for an SLA designed for the case. Headquarters in Alfragide, on-site support across Portugal, remote support for international companies and for teams without an office.

• Structured cabling: Certified design, Layer 3 switching, PoE.
• Business Wi-Fi 6 and 7: Coverage survey and central management.
• Managed firewalls: Segmentation and secure remote access.
• Servers, cloud and backups: Tested restores.
• IP telephony and CCTV: IP phone systems and video surveillance.

Recent projects in DataRoad news.

We tell you in writing, before we start, how long we have to respond to you. Request a no-commitment proposal with SLA.

More than 10 workstations · support contract · remote, on-site and telephone support.

Phone +351 211 459 950 * · sales@dataroad.pt. One Step Ahead of IT.

*Call to a Portuguese landline.