--- title: "Managed IT Helpdesk with Written SLAs from a Premium MSP" description: "A managed IT helpdesk from a premium MSP: numbered tickets, P1 to P4 priorities, written SLAs, proactive alerts and regular reports. No-obligation quote." language: en url: https://www.dataroad-it.com/it-support-ticketing-system/ source: https://www.dataroad-it.com/it-support-ticketing-system/ publisher: DataRoad IT (DataRoad - IT Services and Consulting), Portugal --- > A managed IT helpdesk from a premium MSP: numbered tickets, P1 to P4 priorities, written SLAs, proactive alerts and regular reports. No-obligation quote. # Managed IT Helpdesk with Written SLAs from a Premium MSP DataRoad - IT Services and Consulting runs a managed IT helpdesk in which every request becomes a numbered ticket with an owner, a priority and a deadline written into the contract. It is built for companies with more than 10 workstations that want support they can measure. Our incident response is immediate, and every resolution is recorded in your company’s history. ## The service at a glance | Metric | Value | | --- | --- | | Companies supported | 232+ | | Incident response | Immediate | | Standard hours | Monday to Friday, 9:00–13:00 and 14:00–18:30 Lisbon time | | Nights, weekends and public holidays | 24/7 on Premium 365 | ## What goes wrong without a ticketing system 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](https://www.dataroad-it.com/en/managed-it-sla-portugal/) and stays in your history, so the next technician already knows the context. ## Response targets by priority | Priority | Typical case | First response | | --- | --- | --- | | **P1 · Critical** | Business stopped: server, network or essential service down | Under 1 hour | | **P2 · High** | User or team unable to work, active security risk | Under 2 hours | | **P3 · Medium** | Fault or error that does not stop operations | Under 4 hours | | **P4 · Low** | Requests, changes and planned improvements | Under 8 working hours | These targets are set out in our [service level agreements](https://www.dataroad-it.com/en/managed-it-sla-portugal/) and tracked in regular reports. In practice, every request receives an immediate response. ## From first message to closed ticket - **Logged**: via the portal, email or phone, or raised automatically by our monitoring before you notice anything. - **Triaged**: a technician confirms business impact and collects context on users, devices and history. - **Prioritised and assigned**: P1 to P4, with the matching SLA, to the right specialist. - **Resolved**: most cases are fixed remotely on the first intervention; we go on site when needed. - **Confirmed by you**: tickets close only after the user confirms everything works. - **Documented**: the fix goes into your knowledge base, and repeat issues trigger preventive work. Chosen by respected and international companies ★★★★★ 5,0 · 52 Google reviews ★★★★★ 5,0 · 52 Google reviews ## Three channels, one system - **Client portal** Open tickets in seconds, see live status and search your full history in the [DataRoad client portal](https://www.dataroad-it.com/en/it-unlimited-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](https://www.dataroad-it.com/en/managed-it-helpdesk-portugal/). ## Proactive tickets: problems fixed before anyone calls 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](https://www.dataroad-it.com/en/managed-it-services-networks-security-cloud/). ## After hours and major incidents 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](https://www.dataroad-it.com/en/premium-365-24-7-managed-it/), which extends support to nights, weekends and public holidays and adds [24/7 NOC monitoring](https://www.dataroad-it.com/en/noc-it-monitoring-portugal/). 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. ## Frequently asked questions ### How do I raise a ticket? Through the client portal, by email to the helpdesk or by phone on +351 211 459 950 (working days, 9:00–13:00 and 14:00–18:30). Every request gets a number and a response deadline. ### Is response time the same as resolution time? No. Response is when a technician takes ownership and starts work (under 1 hour for a P1, for example), and that is what the SLA guarantees. Resolution depends on complexity, though most cases are solved remotely at the first attempt. ### What happens outside business hours? On IT Unlimited Premium 365, support and monitoring continue through nights, weekends and public holidays. On other plans, requests are handled when business hours resume. ### Can I check progress without calling? Yes. The portal shows every open ticket, its status and your company’s complete history. ### Do I need a contract? Yes. SLAs and the portal are part of the IT Unlimited plans, at a fixed monthly fee: Essential from €395, Premium from €750 and Premium 365 from €1,200 per month + VAT. DataRoad does not provide one-off call-outs or sell equipment on its own. ## Next step: a no-obligation proposal 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](https://www.dataroad-it.com/en/managed-it-services-networks-security-cloud/?assunto=IT%20Support%20%26%20Tickets%20(EN)) · sales@dataroad.pt **Call to the Portuguese national fixed network.* 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. One fixed fee, one accountable partner and no budget surprises. The team that knows your operation in detail, every month. - **232** clients under management - **1** contract and one owner for everything - **5 ★** on Google · 52 reviews We do **IT** right. Contact ## Operational continuity is not luck. It is method and contract. IT Unlimited reduces risk and shows in writing what changed. 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. --- Versão HTML desta página: https://www.dataroad-it.com/it-support-ticketing-system/