---
title: "Managed IT services SLA: the response times we sign up to"
description: "Managed IT services SLA with a 4 h, 2 h or 1 h ceiling per IT Unlimited plan, severity priorities and monthly reports. Request a no-commitment proposal."
language: en
url: https://www.dataroad-it.com/en/managed-it-sla-portugal/
source: https://www.dataroad-it.com/en/managed-it-sla-portugal/
publisher: DataRoad IT (DataRoad - IT Services and Consulting), Portugal
---

> Managed IT services SLA with a 4 h, 2 h or 1 h ceiling per IT Unlimited plan, severity priorities and monthly reports. Request a no-commitment proposal.

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

At a glance For decision-makers short on time.

- 01 Immediate response; ceiling of 4 business hours (Essential), 2 (Premium) or 1 hour (Premium 365).
- 02 24/7, nights, weekends and public holidays only on Premium 365.
- 03 Essential is remote and phone only; Premium and Premium 365 include unlimited on-site support.
- 04 From €395, €750 and €1,200/month + VAT; annual contract, no lock-in.

**The managed IT services SLA from DataRoad - IT Services and Consulting sets out in writing, in every IT Unlimited contract, the scope, the priority of each type of fault and the maximum response time: 4 business hours on Essential, 2 business hours on Premium and 1 hour on Premium 365. In practice, the response is immediate; the deadline is the limit we sign up to.**

One hour of a team at a standstill can cost more than a month's retainer. That is why the SLA is not an intention but a clause. DataRoad is one of Portugal's reference providers of managed IT services, headquartered in Alfragide, with on-site support across the country and remote support for international companies in Europe and the United States.

## What does an unwritten SLA cost your business?

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.

## Which clauses should you demand from any supplier?

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

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

## How do we measure the SLA, request by request?

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

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

## What SLA and what price does each IT Unlimited plan have?

All plans are for companies with 10 or more workstations.

| Item | Essential | Premium | Premium 365 |
| --- | --- | --- | --- |
| Retainer from (+ VAT/month) | €395 for 10 workstations | €750 | €1,200 |
| Response ceiling | 4 business hours | 2 business hours | 1 hour, at any time |
| Coverage window | Working days, business hours | Working days, business hours | 365 days, 24/7 (Premium 365 only) |
| Helpdesk, remote and phone support | Unlimited | Unlimited | Unlimited |
| Engineer on site | Not included: remote and phone only | Unlimited, call-outs paid by us | Unlimited, call-outs paid by us |
| Managed workstations and patches | Yes | Yes | Yes |
| Monitoring level | Basic | Advanced | Full and permanent |
| Managed firewall | Option | Yes | Yes |
| Managed EDR / antivirus | Not included | Yes | Yes |
| Managed Microsoft 365 | Not included | Yes | Yes |
| Business continuity | Not included | Option | Yes |
| Account management | Account manager | Account manager | Dedicated senior account manager |

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.

## Which of these service levels fits your business?

### 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.

Chosen by respected and international companies

★★★★★ 5,0 · 52 Google reviews

★★★★★ 5,0 · 52 Google reviews

## What do you get whatever the plan?

- **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](https://www.dataroad-it.com/en/noc-it-monitoring-portugal/) work, with records kept and a monthly report.

## Why should you trust our SLA?

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.

## What contract terms apply?

- **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](https://www.dataroad-it.com/en/managed-it-services/) or the [Premium plan in detail](https://www.dataroad-it.com/en/it-unlimited-premium-on-site-support/). 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.

## Questions from decision-makers

### What exactly does DataRoad's SLA guarantee?

DataRoad's SLA guarantees in writing the scope, the priority of each type of fault and the maximum response time of each IT Unlimited plan: 4 business hours on Essential, 2 business hours on Premium and 1 hour on Premium 365. In practice, the response is immediate. 24/7 cover exists only on Premium 365.

### What does the monthly fee depend on?

The monthly fee depends on the real scope and starts at €395/month + VAT on Essential, €750 on Premium and €1,200 on Premium 365. Number of workstations, estate, network, servers, sites, printers, NAS, critical systems and Macs set the final figure, which is fixed in writing before work starts.

### Does Essential include site visits?

No, Essential does not include site visits: it is remote and phone only, with a 4-business-hour response ceiling. Premium adds unlimited on-site support, with call-outs paid by DataRoad. Premium 365 adds nights, weekends and public holidays on top, with 24/7 support and monitoring.

### Am I locked into the contract?

No, there is no lock-in. The IT Unlimited contract is annual, renews automatically and has no lock-in. The records of every request, the reports and the infrastructure documentation stay on the client's side, so any change of supplier happens without loss of information.

### Is cybersecurity included?

Yes, cybersecurity is part of IT Unlimited, with greater depth on each plan. Multi-factor authentication, probes and alerting are part of the base. On Essential the managed firewall is optional; Premium adds a managed firewall, EDR and managed Microsoft 365. Premium 365 adds a managed SOC with incident response.

### Do you serve companies far from Lisbon?

Yes, DataRoad serves companies across Portugal from its headquarters in Alfragide. Remote support reaches any region immediately and, on Premium and Premium 365, the engineer travels without limit. We also provide remote support to international companies and to teams without a physical office.

## What other managed services does the same contract cover?

- **[Structured cabling](https://www.dataroad-it.com/en/structured-cabling-installation/):** Certified design, Layer 3 switching, PoE.
- **[Business Wi-Fi 6 and 7](https://www.dataroad-it.com/en/business-wifi-installation/):** Coverage survey and central management.
- **[Managed firewalls](https://www.dataroad-it.com/en/managed-firewall-services-portugal/):** Segmentation and secure remote access.
- **[Servers, cloud and backups](https://www.dataroad-it.com/en/managed-backup-services-portugal/):** Tested restores.
- **[IP telephony and CCTV](https://www.dataroad-it.com/en/managed-ip-pbx-portugal/):** IP phone systems and video surveillance.

Recent projects in [DataRoad news](https://www.dataroad-it.com/en/lisbon-msp-managed-networks-it/).

## Next step: the proposal with the deadlines already signed

We tell you in writing, before we start, how long we have to respond to you. [Request a no-commitment proposal with SLA](https://www.dataroad-it.com/en/contact-dataroad-managed-it-proposal/?assunto=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.*

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.

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
- **10+** workstations: our minimum per client
- **5 ★** on Google · 52 reviews

We do **IT** right.

Contact

## What would one day without systems cost your company?

Request a risk assessment, no commitment.

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.

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