Managed IT Services SLA in Portugal: Written Response Times on Every IT Unlimited Plan

Because it cannot be measured, and what is not measured cannot be enforced. Many IT contracts promise speed without putting it in writing. Ours set response and resolution times by severity, and compliance is measured every month.

• Contracted timescales For each priority level, in black and white.
• Clear priorities Critical, high, medium and low, with no blind queues.
• Proactive monitoring Real-time alerts and prevention before failure; round-the-clock watch on Premium 365.
• Regular reports Activity, indicators and review meetings with management.

1. Response or resolution? — they are two separate timescales and should be defined by severity.
2. Is there an on-site timescale? — many contracts only define remote response; also check from what moment it is measured.
3. What is excluded? — exclusions must be as clear as inclusions.
4. Is replacement equipment available? — without stock for critical items, a fast response only confirms that you have to wait.

A contract that answers these four questions in writing is worth more than any sales promise.

1. Logging — the request comes in by phone, email or ticket portal, with an opening time.
2. Classification — priority is assigned according to business impact.
3. Response — immediate, always within the plan's maximum timescale.
4. Resolution — remote whenever possible; on site on the Premium and Premium 365 plans, which include unlimited on-site support.
5. Closure — what was done is documented and goes into the periodic report.

It is this record that allows the SLA to be measured every month, rather than left on paper.

The final price depends on the number of workstations (on Essential), the size of the device fleet and the network, servers, sites, printers and NAS, critical systems and Apple devices. Premium 365 adds cover for nights, weekends and public holidays.

Essential — stop improvising

For companies with 10 or more workstations that want reliable, simple support. Unlimited remote and phone support during business hours, a maximum of 4 business hours, network and workstation monitoring, and backups with periodic checks. Does not include on-site visits. Suited to medical practices, law firms, small clinics and start-ups.

Premium — hand over your technology entirely

Adds unlimited on-site support with visits included and a maximum of 2 business hours. Includes monitoring of servers, network, storage and cloud, quarterly restore tests, managed firewall and perimeter, managed Microsoft 365 and a monthly executive report. Suited to hotels, clinics and companies with several departments or branches.

Premium 365 — operations that cannot stop

Everything in Premium, plus 24/7 support and monitoring, including nights, weekends and public holidays, with a maximum of 1 hour. Adds hybrid cloud, virtualisation, VPN and multi-site monitoring, documented monthly backup tests with a business continuity plan (BCP), a managed SOC with incident response and quarterly strategic reviews. Suited to embassies, universities, hotel groups, multinationals and regulated companies.

• Technical helpdesk By phone, email and ticket portal.
• Patches and updates For operating systems and software.
• Availability reports Metrics and recommendations.
• RMM platform Remote Monitoring & Management.
• Account manager Ongoing follow-up.
• Our own team No subcontracting.

24/7 proactive monitoring is exclusive to Premium 365. Find out how our NOC and monitoring work, with auditable logs and a monthly report.

A team with a track record you can verify:

• 11 years In the market since 2015.
• 232 clients From growing SMEs to embassies and multinationals.
• 1321 devices and more than 138 Ubiquiti sites Networks managed day to day.
• Top 5% PME Distinction awarded by scoring.pt.
• 5.0 on Google From 52 client reviews.
• Apple Technical Partner Apple's official programme for business service providers.
• Zero security incidents DataRoad has never suffered one in 11 years.

• Billing Monthly, on a fixed fee, with no hours counted.
• Duration Annual contract with automatic renewal and 60 days' notice, with no lock-in.
• Out of scope Equipment and software licensing, billed separately.
• Technologies Microsoft, Cisco, Fortinet, Sophos, Ubiquiti, Dell and VMware managed on any plan.

Compare the IT Unlimited plans or see the details of the Premium plan. Multi-site infrastructures, regulatory requirements or critical systems may justify a tailored SLA. DataRoad is headquartered in Alfragide (Lisbon), provides on-site support throughout Portugal and remote support to international companies and teams without a physical office.

• Structured cabling Design, certification, Layer 3 switching and PoE.
• Business Wi-Fi 6 and 7 Surveyed coverage and centralised management.
• Managed cybersecurity Firewall, segmentation and secure access.
• Servers, cloud and backups Tested restores.
• IP communications and CCTV IP phone systems and video surveillance.

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Receive a no-commitment proposal with the response times defined for your plan. Request a proposal with SLA.

More than 10 workstations · support contract · remote, on-site and phone support.

Call +351 211 459 950* or write to sales@dataroad.pt. One Step Ahead of IT.

*Call to a Portuguese landline.