{"id":29755,"date":"2026-08-18T23:10:48","date_gmt":"2026-08-18T23:10:48","guid":{"rendered":"https:\/\/www.dataroad.pt\/support-informatique-tickets\/"},"modified":"2026-09-04T13:56:24","modified_gmt":"2026-09-04T13:56:24","slug":"it-support-tickets-2","status":"publish","type":"page","link":"https:\/\/www.dataroad.pt\/en\/support-informatique-tickets\/","title":{"rendered":"IT Support and Ticketing System"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"29755\" class=\"elementor elementor-29755 elementor-bc-flex-widget\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-frd4215b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"frd4215b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-frd4215c\" data-id=\"frd4215c\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-frd4215d elementor-widget elementor-widget-service\" data-id=\"frd4215d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"service.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t\t<div class=\"service-box style15\">\r\n\t\t\t\t\t<!-- Icon \/ Img -->\r\n\t\t\t\t\t<div class=\"service__box--icon\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"service-box-icon\">\r\n\t\t\t\t\t\t\t\t<i class=\"flaticon flaticon-technical-support\"><\/i>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<div class=\"service-content\">\r\n\t\t\t\t\t\t<h3>Helpdesk D\u00e9di\u00e9 aux Entreprises<\/h3>\r\n\t\t\t\t\t\t<p>\u00c9quipe certifi\u00e9e, r\u00e9ponse moyenne inf\u00e9rieure \u00e0 2 heures<br>\nChaque demande enregistr\u00e9e et mesur\u00e9e par des SLA \u00e9crits<\/p>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"service-btn\">\r\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.dataroad.pt\/empresa-informatica-it\/\">\r\n\t\t\t\t\t\t\t\tEn savoir plus \u2026\t\t\t\t\t\t\t\t<i class=\"flaticon flaticon-arrow-pointing-to-right restly-flaticon\"><\/i>\r\n\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t<\/div><!-- .service-btn\t-->\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-frd4215e\" data-id=\"frd4215e\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-frd4215f elementor-widget__width-initial elementor-widget elementor-widget-service\" data-id=\"frd4215f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"service.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t\t<div class=\"service-box style15\">\r\n\t\t\t\t\t<!-- Icon \/ Img -->\r\n\t\t\t\t\t<div class=\"service__box--icon\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"service-box-icon\">\r\n\t\t\t\t\t\t\t\t<i class=\"icon icon-Computer\"><\/i>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<div class=\"service-content\">\r\n\t\t\t\t\t\t<h3>Portail Client 24\/7<\/h3>\r\n\t\t\t\t\t\t<p>Ouvrez et suivez vos demandes en temps r\u00e9el<br>\nHistorique et documentation de votre entreprise, toujours accessibles<\/p>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"service-btn\">\r\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.dataroad.pt\/portal-clientes\/\">\r\n\t\t\t\t\t\t\t\tEn savoir plus \u2026\t\t\t\t\t\t\t\t<i class=\"flaticon flaticon-arrow-pointing-to-right restly-flaticon\"><\/i>\r\n\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t<\/div><!-- .service-btn\t-->\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-frt4215b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"frt4215b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-frt4215c\" data-id=\"frt4215c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-frt4215d elementor-widget elementor-widget-text-editor\" data-id=\"frt4215d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<style>\n.dr-page{max-width:1140px;margin:0 auto;padding:52px 22px 76px;font-family:\"Rubik\",sans-serif;color:#4a4a4a;}\n.dr-page .dr-k{font-family:\"Fira Sans\",sans-serif;font-size:12.5px;font-weight:600;letter-spacing:2px;text-transform:uppercase;color:#b3141d;margin:0 0 12px;}\n.dr-page h1{font-family:\"Fira Sans\",sans-serif;font-size:40px;line-height:1.2;letter-spacing:-.4px;margin:0 0 18px;color:#232323;}\n.dr-page h2{font-family:\"Fira Sans\",sans-serif;font-size:29px;line-height:1.3;margin:54px 0 16px;color:#232323;}\n.dr-page 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Sans\",sans-serif;font-size:17.5px;font-weight:600;color:#232323;margin:0 0 8px;}\n.dr-faq p{margin:0;font-size:15.5px;color:#5a5a5a;}\n.dr-casos{display:flex;flex-wrap:wrap;gap:16px;margin:26px 0 10px;}\n.dr-casos>div{flex:1 1 280px;background:#faf6f6;border-radius:8px;padding:22px;}\n.dr-casos .c{font-family:\"Fira Sans\",sans-serif;font-weight:600;color:#232323;font-size:16.5px;margin-bottom:6px;}\n.dr-casos p{margin:0;font-size:14.5px;color:#6a6a6a;line-height:1.55;}\n@media(max-width:768px){.dr-page{padding:32px 18px 54px;}.dr-page h1{font-size:29px;}.dr-page h2{font-size:23px;}.dr-page .dr-lead{font-size:17px;}.dr-tab,.dr-tab tbody,.dr-tab tr,.dr-tab td{display:block;width:100%;}.dr-tab thead{display:none;}.dr-tab tr{border-bottom:1px solid #efeceb;padding:6px 0;}.dr-tab td{border:0;padding:6px 0;}}\n<\/style>\n<style>\n.dr-preco{background:#faf6f6;border-left:4px solid #b5101a;border-radius:6px;padding:26px 28px;margin:28px 0 10px;}\n.dr-preco .v{font-family:\"Fira Sans\",sans-serif;font-size:30px;font-weight:700;color:#232323;line-height:1.2;}\n.dr-preco .v small{font-size:15px;font-weight:400;color:#7a7a7a;}\n.dr-preco p{margin:10px 0 0;font-size:15px;color:#5a5a5a;}\n.dr-cta{background:#232323;border-radius:10px;padding:38px 34px;margin:56px 0 8px;color:#fff;}\n.dr-cta h2{color:#fff !important;margin:0 0 12px !important;}\n.dr-cta p{color:#cfcfcf;max-width:720px;}\n.dr-cta a.b{display:inline-block;background:#b5101a;color:#fff;font-family:\"Fira Sans\",sans-serif;font-weight:600;padding:14px 30px;border-radius:5px;margin-top:10px;}\n.dr-cta a.b:hover{text-decoration:none;background:#d31420;}\n<\/style>\n<div class=\"dr-page\" lang=\"fr\">\n<p class=\"dr-k\">Support g\u00e9r\u00e9 \u00b7 Syst\u00e8me de tickets<\/p>\n<h1>Support Informatique pour Entreprises : de la Demande \u00e0 la R\u00e9solution, avec des D\u00e9lais Garantis<\/h1>\n<p class=\"dr-lead\">Chez DataRoad, aucune demande ne se perd dans un e-mail ou un appel oubli\u00e9. Chaque demande entre dans un <strong>syst\u00e8me de tickets<\/strong>, est class\u00e9e par priorit\u00e9 et trait\u00e9e par une \u00e9quipe certifi\u00e9e \u2014 avec un <strong>temps de r\u00e9ponse moyen inf\u00e9rieur \u00e0 2 heures<\/strong> et un historique enti\u00e8rement document\u00e9.<\/p>\n<div class=\"dr-kpi\">\n<div><div class=\"n\">232+<\/div><div class=\"l\">entreprises accompagn\u00e9es<\/div><\/div>\n<div><div class=\"n\">&lt; 2h<\/div><div class=\"l\">r\u00e9ponse moyenne aux incidents<\/div><\/div>\n<div><div class=\"n\">99,9%<\/div><div class=\"l\">de disponibilit\u00e9 garantie<\/div><\/div>\n<div><div class=\"n\">9h30\u201318h30<\/div><div class=\"l\">lun\u2013ven \u00b7 24\/7 avec Premium 365<\/div><\/div>\n<\/div>\n\n<h2>Pourquoi un syst\u00e8me de tickets est essentiel<\/h2>\n<p>Sans syst\u00e8me de tickets, le support informatique vit d&#8217;e-mails \u00e9pars et d&#8217;appels t\u00e9l\u00e9phoniques : les demandes se perdent, personne ne sait ce qui est en attente, et le probl\u00e8me \u00ab d&#8217;hier \u00bb ne r\u00e9appara\u00eet que lorsqu&#8217;il a d\u00e9j\u00e0 arr\u00eat\u00e9 l&#8217;entreprise. C&#8217;est la diff\u00e9rence entre <strong>promettre du support et pouvoir le prouver<\/strong>.<\/p>\n<p>Avec le syst\u00e8me de tickets DataRoad, chaque demande a <strong>un num\u00e9ro, un responsable et un d\u00e9lai<\/strong>. Elle est class\u00e9e par priorit\u00e9, mesur\u00e9e par rapport \u00e0 des <a href=\"\/niveis-de-servico-sla\/\">SLA \u00e9crits<\/a> et conserv\u00e9e dans l&#8217;historique de votre entreprise \u2014 pour que chaque technicien dispose du contexte sans vous reposer les m\u00eames questions.<\/p>\n\n<h2>Trois fa\u00e7ons d&#8217;ouvrir une demande<\/h2>\n<div class=\"dr-grid\">\n<div><h3>Portail client<\/h3><p>Ouvrez des demandes en quelques secondes, suivez leur statut en temps r\u00e9el et consultez tout l&#8217;historique de votre entreprise dans le <a href=\"\/portal-clientes\/\">portail client DataRoad<\/a> \u2014 disponible 24h\/24, 7j\/7.<\/p><\/div>\n<div><h3>E-mail<\/h3><p>Un e-mail \u00e0 notre helpdesk cr\u00e9e automatiquement un ticket avec son num\u00e9ro. Vous recevez une confirmation imm\u00e9diate et toutes les mises \u00e0 jour suivent dans le m\u00eame fil.<\/p><\/div>\n<div><h3>T\u00e9l\u00e9phone<\/h3><p>Pour les urgences, appelez le <strong>+351 211 459 950<\/strong> (jours ouvrables, 9 h 30 \u2013 18 h 30, heure de Lisbonne). La demande est enregistr\u00e9e comme ticket de la m\u00eame fa\u00e7on \u2014 rien ne reste hors du syst\u00e8me.<\/p><\/div>\n<\/div>\n\n<h2>Le cycle de vie d&#8217;un ticket, \u00e9tape par \u00e9tape<\/h2>\n<figure class=\"dr-fig\"><img decoding=\"async\" src=\"https:\/\/www.dataroad.pt\/wp-content\/uploads\/2026\/08\/dataroad-cycle-support-gere-fr.png\" alt=\"Cycle de support g\u00e9r\u00e9 DataRoad \u2014 de la demande \u00e0 la r\u00e9solution\" loading=\"lazy\"><figcaption>Le cycle du support g\u00e9r\u00e9 DataRoad : surveiller, d\u00e9tecter, r\u00e9soudre, documenter.<\/figcaption><\/figure>\n<div class=\"dr-passos\">\n<div><div class=\"n\">1<\/div><h3>Ouverture<\/h3><p>La demande arrive via le portail, l&#8217;e-mail ou le t\u00e9l\u00e9phone \u2014 ou est cr\u00e9\u00e9e automatiquement par notre supervision, avant m\u00eame que vous remarquiez le probl\u00e8me.<\/p><\/div>\n<div><div class=\"n\">2<\/div><h3>Qualification<\/h3><p>Un technicien analyse le cas, confirme l&#8217;impact sur l&#8217;activit\u00e9 et rassemble le contexte : utilisateurs concern\u00e9s, \u00e9quipements, historique.<\/p><\/div>\n<div><div class=\"n\">3<\/div><h3>Priorit\u00e9 et affectation<\/h3><p>Le ticket re\u00e7oit une priorit\u00e9 (P1 \u00e0 P4) avec un d\u00e9lai de r\u00e9ponse d\u00e9fini par SLA et est affect\u00e9 au bon sp\u00e9cialiste.<\/p><\/div>\n<div><div class=\"n\">4<\/div><h3>Diagnostic et r\u00e9solution<\/h3><p>La plupart des cas sont r\u00e9solus \u00e0 distance d\u00e8s la premi\u00e8re intervention ; si n\u00e9cessaire, nous nous d\u00e9pla\u00e7ons sur site.<\/p><\/div>\n<div><div class=\"n\">5<\/div><h3>Validation avec vous<\/h3><p>Le ticket ne passe en cl\u00f4ture qu&#8217;apr\u00e8s confirmation de l&#8217;utilisateur que tout fonctionne \u2014 nous ne fermons jamais d&#8217;office.<\/p><\/div>\n<div><div class=\"n\">6<\/div><h3>Cl\u00f4ture et archivage<\/h3><p>La r\u00e9solution est document\u00e9e dans la base de connaissances de votre entreprise. Les probl\u00e8mes r\u00e9currents d\u00e9clenchent des actions pr\u00e9ventives.<\/p><\/div>\n<\/div>\n\n<h2>Priorit\u00e9s et d\u00e9lais de premi\u00e8re r\u00e9ponse<\/h2>\n<table class=\"dr-tab\">\n<thead><tr><th>Priorit\u00e9<\/th><th>Exemple<\/th><th>Premi\u00e8re r\u00e9ponse<\/th><\/tr><\/thead>\n<tbody>\n<tr><td><strong>P1 \u00b7 Critique<\/strong><\/td><td>Entreprise \u00e0 l&#8217;arr\u00eat : serveur, r\u00e9seau ou service essentiel en panne<\/td><td>&lt; 1 heure<\/td><\/tr>\n<tr><td><strong>P2 \u00b7 \u00c9lev\u00e9e<\/strong><\/td><td>Utilisateur ou \u00e9quipe \u00e0 l&#8217;arr\u00eat, risque de s\u00e9curit\u00e9 actif<\/td><td>&lt; 2 heures<\/td><\/tr>\n<tr><td><strong>P3 \u00b7 Moyenne<\/strong><\/td><td>Panne ou erreur sans arr\u00eat de l&#8217;activit\u00e9<\/td><td>&lt; 4 heures<\/td><\/tr>\n<tr><td><strong>P4 \u00b7 Faible<\/strong><\/td><td>Demandes, changements et am\u00e9liorations planifi\u00e9es<\/td><td>&lt; 8 heures ouvrables<\/td><\/tr>\n<\/tbody>\n<\/table>\n<p>Ces d\u00e9lais ne sont pas de bonnes intentions : ils sont <strong>d\u00e9finis par \u00e9crit dans nos <a href=\"\/niveis-de-servico-sla\/\">accords de niveau de service (SLA)<\/a><\/strong> et mesur\u00e9s dans des rapports r\u00e9guliers. En pratique, la moyenne r\u00e9elle est souvent meilleure \u2014 inf\u00e9rieure \u00e0 2 heures sur l&#8217;ensemble des demandes.<\/p>\n\n<h2>Et en dehors des horaires ?<\/h2>\n<p>Les horaires de support standard sont du <strong>lundi au vendredi, de 9 h 30 \u00e0 18 h 30<\/strong> (heure de Lisbonne). En dehors de ces horaires, notre <a href=\"\/empresa-informatica\/\">supervision 24\/7<\/a> continue de surveiller vos syst\u00e8mes et de g\u00e9n\u00e9rer des alertes automatiques. Pour les entreprises qui ne peuvent pas s&#8217;arr\u00eater \u2014 cliniques, logistique, op\u00e9rations internationales \u2014 le plan <a href=\"\/it-unlimited-premium-365\/\"><strong>IT Unlimited Premium 365<\/strong><\/a> inclut un support en dehors des heures ouvrables.<\/p>\n\n<h2>Support proactif : les tickets que nous ouvrons avant vous<\/h2>\n<p>Une part importante des tickets DataRoad n&#8217;est pas ouverte par les clients \u2014 mais par nos <strong>syst\u00e8mes de supervision 24\/7<\/strong>. Disques qui se remplissent, sauvegardes en \u00e9chec, certificats qui expirent : les alertes cr\u00e9ent automatiquement des tickets et l&#8217;\u00e9quipe agit <strong>avant que le probl\u00e8me n&#8217;arr\u00eate qui que ce soit<\/strong>. C&#8217;est la diff\u00e9rence entre un support r\u00e9actif et une <a href=\"\/servicos-it\/\">informatique g\u00e9r\u00e9e<\/a>.<\/p>\n\n<h2>Incidents majeurs : escalade et communication<\/h2>\n<p>Lorsqu&#8217;un incident a un impact \u00e9tendu, le processus change d&#8217;\u00e9chelle : un <strong>responsable d\u00e9di\u00e9<\/strong> prend la coordination, vous recevez des points de situation r\u00e9guliers jusqu&#8217;\u00e0 la r\u00e9solution et, \u00e0 la fin, un <strong>rapport post-incident<\/strong> avec les causes et les mesures pr\u00e9ventives. Pas de silence, pas de \u00ab on regarde \u00e7a \u00bb.<\/p>\n<ul>\n<li><strong>SLA \u00e9crits et mesur\u00e9s<\/strong> \u2014 des d\u00e9lais de r\u00e9ponse contractuels, pas des promesses verbales.<\/li>\n<li><strong>Rapports r\u00e9guliers<\/strong> \u2014 tickets ouverts et ferm\u00e9s, d\u00e9lais de r\u00e9ponse et tendances.<\/li>\n<li><strong>Historique complet<\/strong> \u2014 toute la vie informatique de votre entreprise, document\u00e9e et consultable.<\/li>\n<li><strong>Sans engagement<\/strong> \u2014 la confiance se renouvelle chaque mois, par les r\u00e9sultats.<\/li>\n<\/ul>\n\n<h2>Questions fr\u00e9quentes<\/h2>\n<div class=\"dr-faq\">\n<div><p class=\"q\">Comment ouvrir un ticket de support ?<\/p><p>Via le portail client (24\/7), par e-mail au helpdesk ou par t\u00e9l\u00e9phone (+351 211 459 950, jours ouvrables 9 h 30 \u2013 18 h 30). Quel que soit le canal, la demande re\u00e7oit un num\u00e9ro et un d\u00e9lai de r\u00e9ponse.<\/p><\/div>\n<div><p class=\"q\">Quelle est la diff\u00e9rence entre temps de r\u00e9ponse et temps de r\u00e9solution ?<\/p><p>La r\u00e9ponse, c&#8217;est lorsqu&#8217;un technicien prend en charge le ticket et commence \u00e0 travailler \u2014 c&#8217;est ce que garantissent les SLA. La r\u00e9solution d\u00e9pend de la complexit\u00e9, mais la plupart des cas sont r\u00e9solus \u00e0 distance d\u00e8s la premi\u00e8re intervention.<\/p><\/div>\n<div><p class=\"q\">Que se passe-t-il en dehors des horaires de support ?<\/p><p>La supervision 24\/7 reste toujours active et enregistre les alertes automatiquement. Les entreprises au plan IT Unlimited Premium 365 b\u00e9n\u00e9ficient d&#8217;un support en dehors des heures ouvrables.<\/p><\/div>\n<div><p class=\"q\">Puis-je suivre l&#8217;\u00e9tat de mes demandes ?<\/p><p>Oui. Dans le portail client, vous voyez les tickets ouverts, leur statut et tout l&#8217;historique de votre entreprise \u2014 sans avoir \u00e0 appeler pour demander.<\/p><\/div>\n<div><p class=\"q\">Faut-il un contrat pour utiliser le support ?<\/p><p>Les SLA et le portail font partie des plans IT Unlimited, \u00e0 partir de 21 \u20ac par poste et par mois. Pour des besoins ponctuels, il existe une <a href=\"\/assistencia-informatica-empresa\/\">assistance informatique \u00e0 la demande<\/a>.<\/p><\/div>\n<\/div>\n\n<div class=\"dr-cta\">\n<h2>Un support avec des d\u00e9lais garantis \u2014<br>et des preuves qu&#8217;ils sont tenus ?<\/h2>\n<p>Parlons-en : nous vous montrons le portail, les SLA et les rapports que re\u00e7oivent nos 232+ clients.<\/p>\n<a class=\"b\" href=\"\/servicos-informatica-empresas\/?assunto=Support%20et%20Tickets%20(FR)\">Demander une proposition de support g\u00e9r\u00e9<\/a>\n<\/div>\n<\/div>\n<script type=\"application\/ld+json\">{\"@context\":\"https:\/\/schema.org\",\"@type\":\"FAQPage\",\"inLanguage\":\"fr\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"Comment ouvrir un ticket de support ?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Via le portail client (24\/7), par e-mail au helpdesk ou par t\u00e9l\u00e9phone (+351 211 459 950, jours ouvrables 9 h 30 \u2013 18 h 30).\"}},{\"@type\":\"Question\",\"name\":\"Quelle est la diff\u00e9rence entre temps de r\u00e9ponse et temps de r\u00e9solution ?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"La r\u00e9ponse, c'est lorsqu'un technicien prend en charge le ticket \u2014 c'est ce que garantissent les SLA. La plupart des cas sont r\u00e9solus \u00e0 distance d\u00e8s la premi\u00e8re intervention.\"}},{\"@type\":\"Question\",\"name\":\"Que se passe-t-il en dehors des horaires de support ?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"La supervision 24\/7 reste active et enregistre les alertes automatiquement. Le plan IT Unlimited Premium 365 inclut un support en dehors des heures ouvrables.\"}},{\"@type\":\"Question\",\"name\":\"Puis-je suivre l'\u00e9tat de mes demandes ?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Oui, dans le portail client : tickets ouverts, statut et historique complet.\"}},{\"@type\":\"Question\",\"name\":\"Faut-il un contrat pour utiliser le support ?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Les SLA et le portail font partie des plans IT Unlimited, \u00e0 partir de 21 \u20ac par poste et par mois.\"}}]}<\/script>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-frf4215b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"frf4215b\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-frf4215c\" data-id=\"frf4215c\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-frf4215d elementor-widget elementor-widget-sectiontitle\" data-id=\"frf4215d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"sectiontitle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t<div class=\"\">\r\n\t\t\t<div class=\"section-title t_left\">\r\n\t\t\t\t<h5>Contacte-nos j\u00e1<\/h5>\r\n\t\t\t\t<div class=\"title\">\r\n\t\t\t\t    <h3>Formul\u00e1rio de Contacto<\/h3>\r\n\t\t\t\t    <h2><span><\/span><\/h2>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\r\n\t\t\t\t<div class=\"bar-main\">\r\n\t\t\t\t\t<div class=\"bar bar-big\"><\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t<p>Pe\u00e7a uma proposta \u00e0 DataRoad. tratamos do resto com uma resposta r\u00e1pida e clara de forma a apoiar as necessidades da sua empresa.\n<br><br>\nConte-nos o que precisa. Suporte inform\u00e1tico, instala\u00e7\u00e3o de redes, ciberseguran\u00e7a, mudan\u00e7a de escrit\u00f3rio ou simplesmente uma segunda opini\u00e3o sobre a sua infraestrutura IT \u2014 estamos aqui para ajudar.\n<br><br>\nPreencha o formul\u00e1rio e um t\u00e9cnico especializado entra em contacto consigo no pr\u00f3prio dia.<\/p>\r\n\t\t\t<\/div>\t\r\n\t\t<\/div>\r\n\t\t\r\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-frf4215e elementor-widget elementor-widget-shortcode\" data-id=\"frf4215e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f29750-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"29750\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/pages\/29755#wpcf7-f29750-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"29750\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.7\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f29750-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<\/fieldset>\n<div class=\"wpcf7-turnstile cf-turnstile\" data-sitekey=\"0x4AAAAAAEIDQjY4gRHlgXvx\" data-response-field-name=\"_wpcf7_turnstile_response\"><\/div>\n\n<input class=\"wpcf7-form-control wpcf7-hidden\" value=\"\" type=\"hidden\" name=\"assunto\" \/>\n<div class=\"dr-fc\">\n\t<div class=\"dr-fc-form\">\n\t<input class=\"wpcf7-form-control wpcf7-hidden\" id=\"zc_gad\" value=\"\" type=\"hidden\" name=\"zc_gad\" \/>\n\t\t<div class=\"dr-fc-row\">\n\t\t\t<div class=\"dr-fc-c\">\n\t\t\t\t<p><label for=\"dr-nome\">Nom<\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"sub\" autocomplete=\"name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required dr-f\" id=\"dr-nome\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Votre nom\" value=\"\" type=\"text\" name=\"sub\" autocomplete=\"name\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"dr-fc-c\">\n\t\t\t\t<p><label for=\"dr-empresa\">Entreprise<\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"empresa\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required dr-f\" id=\"dr-empresa\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Nom de l&#039;entreprise\" value=\"\" type=\"text\" name=\"empresa\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-row\">\n\t\t\t<div class=\"dr-fc-c\">\n\t\t\t\t<p><label for=\"dr-email\">E-mail<\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"sub2\" autocomplete=\"email\" inputmode=\"email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email dr-f\" id=\"dr-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"nom@entreprise.com\" value=\"\" type=\"email\" name=\"sub2\" autocomplete=\"email\" inputmode=\"email\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"dr-fc-c\">\n\t\t\t\t<p><label for=\"dr-tel\">T\u00e9l\u00e9phone<\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"sub3\" autocomplete=\"tel\" inputmode=\"tel\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-tel wpcf7-text wpcf7-validates-as-tel dr-f\" id=\"dr-tel\" aria-invalid=\"false\" placeholder=\"+351 000 000 000\" value=\"\" type=\"tel\" name=\"sub3\" autocomplete=\"tel\" inputmode=\"tel\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-row\">\n\t\t\t<div class=\"dr-fc-c\">\n\t\t\t\t<p><label for=\"dr-nif\">Num\u00e9ro de TVA (NIF)<\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"nif\" autocomplete=\"off\" inputmode=\"numeric\" pattern=\"[0-9]{9}\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text dr-f\" id=\"dr-nif\" aria-invalid=\"false\" placeholder=\"9 chiffres (facultatif)\" value=\"\" type=\"text\" name=\"nif\" autocomplete=\"off\" inputmode=\"numeric\" pattern=\"[0-9]{9}\" \/><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"dr-fc-c\">\n\t\t\t\t<p><label for=\"dr-motivo\">Objet<\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"motivo\"><select class=\"wpcf7-form-control wpcf7-select dr-f\" id=\"dr-motivo\" aria-invalid=\"false\" name=\"motivo\"><option value=\"\">S\u00e9lectionnez ce dont vous avez besoin<\/option><option value=\"Support et helpdesk (forfait IT Unlimited)\">Support et helpdesk (forfait IT Unlimited)<\/option><option value=\"R\u00e9seaux, c\u00e2blage et WiFi\">R\u00e9seaux, c\u00e2blage et WiFi<\/option><option value=\"Cybers\u00e9curit\u00e9 et sauvegardes\">Cybers\u00e9curit\u00e9 et sauvegardes<\/option><option value=\"Microsoft 365 et cloud\">Microsoft 365 et cloud<\/option><option value=\"D\u00e9m\u00e9nagement de bureaux\">D\u00e9m\u00e9nagement de bureaux<\/option><option value=\"Vid\u00e9osurveillance et standard IP\">Vid\u00e9osurveillance et standard IP<\/option><option value=\"Changer de prestataire IT\">Changer de prestataire IT<\/option><option value=\"Autre sujet\">Autre sujet<\/option><\/select><\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-c\">\n\t\t\t<p><label for=\"dr-msg\">Message<\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"placeholder\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea dr-f\" id=\"dr-msg\" aria-invalid=\"false\" placeholder=\"D\u00e9crivez votre besoin \u2014 combien de postes, quels syst\u00e8mes, quel est le probl\u00e8me.\" name=\"placeholder\"><\/textarea><\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-rgpd\">\n\t\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"aceito\"><span class=\"wpcf7-form-control wpcf7-acceptance\"><span class=\"wpcf7-list-item\"><label><input type=\"checkbox\" name=\"aceito\" value=\"1\" aria-invalid=\"false\" \/><span class=\"wpcf7-list-item-label\">J'ai lu et j'accepte la <a href=\"\/politica-de-privacidade\/\" target=\"_blank\" rel=\"noopener\">Politique de Confidentialit\u00e9<\/a> et j'autorise DataRoad \u00e0 me contacter.<\/span><\/label><\/span><\/span><\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-acao\">\n\t\t\t<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner dr-fc-btn\" type=\"submit\" value=\"Demander un devis\" \/><span class=\"dr-fc-nota\">R\u00e9ponse le jour ouvrable m\u00eame. Sans engagement.<\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t<\/div>\n\t<aside class=\"dr-fc-lado\">\n\t\t<p><span class=\"dr-fc-tag\">R\u00e9ponse rapide<\/span>\n\t\t<\/p>\n\t\t<h3>Vous pr\u00e9f\u00e9rez parler \u00e0 quelqu'un tout de suite ?\n\t\t<\/h3>\n\t\t<p class=\"dr-fc-sub\">Nous avons nos propres \u00e9quipes \u00e0 Lisbonne et \u00e0 Porto. Appelez et parlez \u00e0 un technicien, pas \u00e0 un centre d\u2019appels.\n\t\t<\/p>\n\t\t<div class=\"dr-fc-ct\">\n\t\t\t<p><span class=\"dr-fc-ic\"><svg viewBox=\"0 0 24 24\"><path d=\"M22 16.9v3a2 2 0 0 1-2.2 2 19.8 19.8 0 0 1-8.6-3.1 19.5 19.5 0 0 1-6-6A19.8 19.8 0 0 1 2.1 4.2 2 2 0 0 1 4.1 2h3a2 2 0 0 1 2 1.7c.1 1 .4 1.9.7 2.8a2 2 0 0 1-.5 2.1L8.1 9.9a16 16 0 0 0 6 6l1.3-1.3a2 2 0 0 1 2.1-.4c.9.3 1.8.6 2.8.7a2 2 0 0 1 1.7 2z\"\/><\/svg><\/span><span class=\"dr-fc-tx\"><b>T\u00e9l\u00e9phone<\/b><a href=\"tel:+351211459950\">+351 211 459 950<\/a><em>Jours ouvrables, 9h30\u201313h00 et 14h00\u201318h30<\/em><\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-ct\">\n\t\t\t<p><span class=\"dr-fc-ic\"><svg viewBox=\"0 0 24 24\"><path d=\"M4 4h16v16H4z\"\/><path d=\"m4 6 8 6 8-6\"\/><\/svg><\/span><span class=\"dr-fc-tx\"><b>E-mail<\/b><a href=\"mailto:sales@dataroad.pt\">sales@dataroad.pt<\/a><em>Devis et nouveaux projets<\/em><\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-ct\">\n\t\t\t<p><span class=\"dr-fc-ic\"><svg viewBox=\"0 0 24 24\"><path d=\"M21 10c0 7-9 13-9 13s-9-6-9-13a9 9 0 1 1 18 0z\"\/><circle cx=\"12\" cy=\"10\" r=\"3\"\/><\/svg><\/span><span class=\"dr-fc-tx\"><b>O\u00f9 nous sommes<\/b><span class=\"dr-fc-v\">Lisboa &middot; Porto<\/span><em>Assistance dans tout le pays<\/em><\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-ct\">\n\t\t\t<p><span class=\"dr-fc-ic\"><svg viewBox=\"0 0 24 24\"><circle cx=\"12\" cy=\"12\" r=\"9\"\/><path d=\"M12 7v5l3 2\"\/><\/svg><\/span><span class=\"dr-fc-tx\"><b>Urgences<\/b><span class=\"dr-fc-v\">Support 24\/7<\/span><em>Pour les clients sous contrat IT Unlimited<\/em><\/span>\n\t\t\t<\/p>\n\t\t<\/div>\n\t\t<div class=\"dr-fc-stats\">\n\t\t\t<div>\n\t\t\t\t<p><b>11+<\/b><span>ans<\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div>\n\t\t\t\t<p><b>232<\/b><span>entreprises<\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div>\n\t\t\t\t<p><b>SLA<\/b><span>par contrat<\/span>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/aside>\n<\/div><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Support g\u00e9r\u00e9 \u00b7 Syst\u00e8me de tickets Support Informatique pour Entreprises : de la Demande \u00e0 la R\u00e9solution, avec des D\u00e9lais Garantis Chez DataRoad, aucune demande ne se perd dans un e-mail ou un appel oubli\u00e9. Chaque demande entre dans un syst\u00e8me de tickets, est class\u00e9e par priorit\u00e9 et trait\u00e9e par une \u00e9quipe certifi\u00e9e \u2014 avec [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":25891,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/template-default.php","meta":{"rs_blank_template":"","rs_page_bg_color":"","slide_template_v7":"","footnotes":""},"class_list":["post-29755","page","type-page","status-publish","has-post-thumbnail","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 5.0.1.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"Fonctionnement du support DataRoad : tickets avec priorit\u00e9s, r\u00e9ponse moyenne en moins de 2 heures et portail client 24\/7 avec historique complet.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"msvalidate.01\" content=\"AAA868BD701CDD0DD556284F90EC5D5C\" \/>\n\t<link rel=\"canonical\" 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