Service Levels (SLA) with Guaranteed IT Support
For businesses that can’t afford to stop, immediate response times
The contract that underpins the SLA
Fixed monthly fee per position, with no counted hours
Travel included, no extras
No loyalty scheme
24×7 monitoring (Premium 365)
Detection before the user notices
Saved and auditable records
Monthly report of what happened
SLA: Written and Measured
Contracted response times By priority level Crystal clear
Clearly Defined Priorities
Critical, high, medium and low Appropriate response to each case No blind queues
Continuous Monitoring
Real-time alerts 24 hours, 365 days Prevention before failure
Regular Reports
Activity and indicators Follow-up meetings Transparency with management
// DataRoad
Service Levels
SLA
IT Unlimited Plans
Your managed infrastructure. Your dedicated team.
Choose the right plan for your business and let DataRoad take care of everything else.
We’ll take care of the IT. You take care of the business.
Every company has different needs — and IT management should not be a one-size-fits-all solution.
The plans IT Unlimited DataRoad’s solutions are designed to offer cost predictability, guaranteed response times and ongoing technical support, tailored to the scale and criticality of your business.
No surprises on your bill. No waiting. No worries.
No more IT that lets you down when you need it most.
Your business cannot come to a standstill. Neither can your infrastructure. At DataRoad, we don’t wait for problems to arise — we sort them out before they become an issue.
With the plans IT Unlimited, offers certified technical support, 24/7 monitoring and a partner who understands your business — for a fixed monthly fee, with no hidden costs.
Whilst your competitors are dealing with IT issues, your company is focused on growth.
What’s included in all plans
Regardless of the plan chosen, all DataRoad customers benefit from:
Proactive 24/7 monitoring — we spot problems before we notice them- Technical helpdesk by telephone, email and the ticket portal
- Patch and update management operating systems and software
- IT Service Availability Reports with metrics and recommendations
- Access to the RMM platform (Remote Monitoring & Management)
- Dedicated account manager for ongoing monitoring
IT Unlimited Plans – Business Support for companies
🔵 Essential
For small businesses that need reliable support without the hassle.
- From 10 workstations
- Response time: 4 working hours
- Unlimited remote support (during business hours)
- Basic network and endpoint monitoring
- Backup management (regular checks)
Ideal for: doctors’ surgeries, law firms, small clinics, start-ups.
🟠 Premium
For growing businesses with more demanding IT environments.
- On-site assistance included
- Response time: A maximum of 2 working hours
- Unlimited remote support + on-site visits included (up to 4 per month)
- Advanced monitoring: servers, network, storage and cloud
- Backup management with quarterly restore tests
- Managed firewall and perimeter security
- Managed Microsoft 365 licensing
- Monthly executive report
Ideal for: hotels, clinics, and businesses with multiple departments or counters.
🔴 Premium 365
For organisations with critical infrastructure and compliance requirements.
- Cover for nights, weekends and bank holidays
- Response time: 1 hour at most (24/7, including weekends and public holidays)
- Unlimited remote and on-site support with a contractual SLA
- Comprehensive monitoring: hybrid cloud, virtualisation, VPN, multi-site environments
- Backup management with documented monthly tests and a business continuity plan (BCP)
- Managed SOC and security incident response
- Quarterly IT strategic review meetings
Ideal for: embassies, universities, hotel groups, multinational companies and regulated organisations.
🔵 Essential — “Stop winging it.”
Most small businesses still manage their IT on a wing and a prayer, relying on a “cousin who knows a bit about computers”. This comes at a cost — in lost productivity, in data at risk, and in time that can never be recovered. The Essential plan puts an end to that. Real support, real monitoring, real results.
🟠 Premium — “Grow without holding back.”
As a company grows, its IT must keep pace — otherwise it becomes the biggest obstacle to growth. The plan Business It was designed for businesses that cannot afford to stop: hotels with a constant stream of check-ins, clinics handling sensitive data, and teams that rely on systems being available at all times. If your business never sleeps, neither does your IT.
🔴 Premium 365 — “Zero tolerance for mistakes.”
For those operating in critical environments — embassies, multinational groups, universities, regulated infrastructure — there is no middle ground. Either you have top-tier support, or you take a risk. The plan Enterprise guarantees a response within one hour, 24 hours a day, 365 days a year, with a contractual SLA, advanced security management and compliance reports. Because one hour of downtime can cost more than a year’s worth of support.
Comparison Table
| Functionality | Essential | Premium | Premium 365 |
|---|---|---|---|
| Jobs | From 10 onwards | — | — |
| Response time | 4 working hours | 2 working hours | 1 hour (24/7) |
| Remote support | ✅ | ✅ | ✅ |
| On-site support | ➕ Extra | ✅ 4 times a month | ✅ Unlimited |
| 24/7 Monitoring | Basic | Advanced | Complete |
| Managed firewall | ➕ Extra | ✅ | ✅ |
| Microsoft 365 Management | ➕ Extra | ✅ | ✅ |
| Business continuity plan | ❌ | ➕ Extra | ✅ |
| Antivirus | ❌ | ➕ Extra | ✅ |
| Account manager | ✅ | ✅ | ✅ Dedicated senior |
Why choose the IT Unlimited employment model?
The four questions to ask before signing
What are the response times and resolution times, broken down by severity? Is the on-site response time defined, and what is it measured against? What is expressly excluded? And is there replacement equipment available for critical items?
A contract that answers these four questions in writing is better than any sales pitch.
Financial predictability A single monthly fee covers all your support needs. No surprise bills for technician hours or call-out charges.
Response guaranteed by contract Our SLAs are contractual — they are not marketing promises. We know what it’s like to be left waiting for IT.
Partner, not supplier DataRoad doesn’t solve problems — it prevents them. With continuous monitoring and proactive management, incidents are the exception, not the rule.
Nationwide coverage With offices in Lisbon, Porto, Faro, Funchal and Évora, we guarantee on-site support wherever your business operates.
Do you need a bespoke plan?
Organisations with complex infrastructure, multi-site environments or specific regulatory requirements may benefit from a bespoke solution.
Instructions for use
- IT Unlimited plans are billed monthly on an annual contract basis.
- Hardware and software licences are invoiced separately.
- DataRoad can manage Microsoft, Cisco, Fortinet, Sophos, Ubiquiti, Dell and VMware environments on any plan.
A chat before making a decision
Whether you’re tackling a specific problem, planning a move or simply looking for a second opinion, we always start in the same way: by understanding your situation before making any suggestions. No obligation, no jargon and no catalogues.
DataRoad Support Plans
Your company’s IT
in the right hands
- Remote and telephone support only
no travel included - Monitoring
with automatic alerts - Incident response with an SLA
- Update management
and security patches - Monthly activity report
- Helpdesk during working hours
by email and telephone
- Unlimited in-person support
- with travel included
- Advanced monitoring
- Complete IT infrastructure management
- Cybersecurity included
managed firewall and antivirus - Priority SLA
immediate response to critical incidents - No limit on hours
- Dedicated helpdesk
with priority in the queue
- Everything that’s included
no IT Unlimited Premium - 24 hours a day, 7 days a week, 365 days a year support
- including weekends and public holidays
- Dedicated technical account manager
- Regular IT strategic alignment meetings
- Business Continuity Plan (Disaster Recovery)
- Priority access to network and infrastructure projects
- Customised executive reports
Companies covered by the service levels you have just read about
Contractual commitments, fulfilled every day
![mun[it] logo, a digital marketing agency — a DataRoad client](https://www.dataroad.pt/wp-content/uploads/2026/09/logo-cliente-munit.png){kind=logo}
Services IT for businesses
From day-to-day helpdesk support to critical infrastructure: a single point of contact for all your company’s IT needs, with contractually agreed response times.
IT Unlimited
Unlimited IT support for a fixed monthly fee, including on-site visits and with no minimum contract period.
Find out moreNetworks and Structured Cabling
Design, installation and certification of cabling, Layer 3 switching and PoE power supply.
Find out moreBusiness WiFi 6 and 7
A study of coverage, installation and centralised cloud-based management, with networks segregated by profile.
Find out moreManaged Cybersecurity
Enterprise firewall, traffic segmentation, managed antivirus and secure remote access.
Find out moreServers, Cloud and Backups
Servers, NAS, Microsoft 365 and backups with restoration tested on a regular basis.
Find out moreIP Communications and CCTV
IP telephone systems and video surveillance with continuous recording and GDPR compliance.
Find out more“We’ll see” is not a response time.Our SLAs set out in writing the response and resolution times for each severity level — and we measure compliance every month.Request a quote now with SLAs included
The accreditations that lend credibility to our SLAs
Promising response times requires proven technical expertise
Latest News
Our projects
Written service commitments, with guaranteed response times.
Written Service Commitments Clear SLAs, with guaranteed response times and serious accountability.
Public Administration Social Services have chosen DataRoad to install a business wireless network with 14 access points in an building in Lisbon
SSAP once again relies on DataRoad: 14 wireless access points, a rack, a firewall and network management with alarm management, after several network projects in Lisbon, Évora, Aljubarrota and São Pedro do Sul.
Centralized IT security: DataRoad protects all customers with the same, unified solution, monitored with alarm management
Centralized and managed firewalls, security probes on each client, and monitoring with alarm notification: the same solution in all companies. In 11 years, DataRoad has never experienced any incidents.
Ubiquiti in Portugal: DataRoad installs and manages UniFi networks since 2015
Since 2015, DataRoad has installed, configured, and managed Ubiquiti unified networks in companies: more than 138 sites, many with immediate redundancy and SLAs, and more than 980 managed devices.
France Affiches in Paris chooses DataRoad for IT audit and computer consulting at 2 locations in Paris
France Affiches chose DataRoad for a complete IT audit of the network and the systems. The work is done in Paris, at the group's headquarters.
Talk to Us now
Contact Form
Request a quote from DataRoad. We’ll take care of the rest with a prompt and clear response to support your business’s needs.
Tell us what you need. IT support, network installation, cyber security, an office move or simply a second opinion on your IT infrastructure — we’re here to help.
Please fill in the form and a specialist technician will contact you on the same day.
DataRoad projects and success stories
DataRoad blog articles and news
- IT Assistance and Ongoing IT Support Services – IT Unlimited Contract – Univete SA
- Boost Portugal: IT Unlimited support and monitoring
- PTR Pharma Consulting: IT Unlimited, website and email managed
- Century21 Oeiras: IT support from IT Unlimited
- Harlan & Poston Group: IT Unlimited in Portugal and the UK
- Uriach: monthly IT Unlimited support and systems management
Find out what our customers say
and why leading companies
and international companies choose DataRoad
We don’t do the “minimum”. We do what ensures continuity. We work rigorously and with quality to deliver IT infrastructures and services that keep up with the pace of your business. All because we love what we do.
DataRoad provides IT support for our company, including the implementation of our IT network, server maintenance and the management of cloud solutions, backups, workstations and internet access. I would like to thank them for their willingness to resolve our issues proactively and for their recommendations on how to improve our IT system. I would recommend your IT support and consultancy services, given the experience and expertise you have demonstrated, as well as your willingness to help us. We appreciate all the dedication and commitment you have shown to our company.
We have an IT support contract with DataRoad; they work efficiently and ensure the smooth running of the company’s IT systems. They are always on hand to resolve issues and recommend the best IT solutions. DataRoad provides remote, on-site and telephone IT support; they are effective at resolving all issues raised and respond quickly and efficiently to our requests. I always recommend their IT assistance and support services. They undoubtedly deserve every success for the dedication and professionalism they have shown.
They helped us to resolve our issues relating to the company’s IT systems, internet access, network-related matters and server maintenance quickly. The problems were obvious, and we are grateful for all the commitment and dedication they have shown to our company in the area of IT support and assistance.
When our company moved premises, DataRoad took care of the entire IT cabling installation and the set-up of the IT infrastructure. They delivered high-quality services within the agreed timeframes. I would recommend their IT services for the professionalism they demonstrated, their adherence to deadlines and the support they provided after the work was completed. The previous company we worked with failed to respond promptly to the issues we raised.
A model of professionalism, offering the highest level of expertise and speed in their IT support and assistance services. A solution that is always within reach, where trust is always the foundation of any relationship. I highly recommend their IT support and services. DataRoad is a company that offers tailored solutions for every situation, regardless of the manufacturer or product. They focus on the technical aspects and finding the best solutions to the problem at hand.
They provide an efficient IT service to our company, assisting us with all our IT needs. I recommend their services for their professionalism and dedication to the customer. An experienced, friendly and fun team. It’s clear that they enjoy what they do, approaching their work with total dedication and a sense of responsibility. I will certainly be recommending their IT support services.