Managed IT Helpdesk with Written SLAs from a Premium MSP

When support runs on loose emails and phone calls, requests disappear, nobody can say what is pending, and yesterday’s minor fault only comes back once it has stopped the business. There is no way to prove what was promised.

A managed helpdesk fixes that. Each request has a number, an owner and a deadline, is measured against written service levels and stays in your history, so the next technician already knows the context.

These targets are set out in our service level agreements and tracked in regular reports. In practice, every request receives an immediate response.

1. Logged: via the portal, email or phone, or raised automatically by our monitoring before you notice anything.
2. Triaged: a technician confirms business impact and collects context on users, devices and history.
3. Prioritised and assigned: P1 to P4, with the matching SLA, to the right specialist.
4. Resolved: most cases are fixed remotely on the first intervention; we go on site when needed.
5. Confirmed by you: tickets close only after the user confirms everything works.
6. Documented: the fix goes into your knowledge base, and repeat issues trigger preventive work.

• Client portal Open tickets in seconds, see live status and search your full history in the DataRoad client portal.
• Email A message to the helpdesk creates a numbered ticket with instant confirmation; updates stay in the same thread.
• Phone For urgent issues, +351 211 459 950 *, working days 9:00–13:00 and 14:00–18:30 Lisbon time. Calls are logged as tickets too.

More on day-to-day user support on our business helpdesk page.

Many DataRoad tickets are opened by our monitoring, not by clients. A disk filling up, a failed backup, an expiring certificate or a device reporting errors creates a ticket automatically, and the team acts before anyone is affected. That is the line between reactive support and genuine managed IT services.

Standard cover runs Monday to Friday, 9:00–13:00 and 14:00–18:30. Organisations that never stop (clinics, logistics, international operations) choose IT Unlimited Premium 365, which extends support to nights, weekends and public holidays and adds 24/7 NOC monitoring.

When an incident has wide impact, a dedicated incident owner coordinates the response, you receive regular status updates until it is resolved, and a post-incident report explains causes and preventive measures. No silence and no vague “we’re looking into it”.

• Contractual SLAs Written and measured response times.
• Regular reporting Tickets opened and closed, response times and trends.
• Full history Your company’s IT life, documented and searchable.
• Clear terms Annual contract, automatic renewal, no lock-in penalties.

We will walk you through the portal, the SLAs and the reports our 232+ clients receive. More than 10 workstations · support contract · remote, on-site and phone support.

Request a managed helpdesk proposal · sales@dataroad.pt

*Call to the Portuguese national fixed network.