In this article
DataRoad - IT Services and Consulting does not take on one-off call-outs of the “ring when it breaks, pay and that’s it” kind. We work only under IT Unlimited managed services contracts, only with companies of more than 10 workstations and always directly with the end client. It is the condition for meeting the SLA we sign and, over time, the option that best protects our clients’ infrastructure.
Summary in four points
- Contract only We do not provide ad hoc support or isolated small jobs.
- Ad hoc work is expensive No history, no prevention, a different technician at every visit and unpredictable costs.
- Under contract, we know the network before it fails And we have every interest in making sure it doesn’t.
- Three tiers Essential, Premium and Premium 365.
Four hidden costs of the ad hoc model
Every fault starts from scratch
Whoever turns up does not know that the server threw the same error in March, that the printer on the second floor is on another network, or what the router password is. The first 30 to 60 minutes of every visit go on working out what is there, and the company pays for them.
Problems only show up once the company has stopped
Uninstalled updates, a disk showing signs of failure, a backup that stopped running three weeks ago. Nobody is watching because nobody is paid to, and the fault appears at the worst moment, often with data at risk.
The network becomes a patchwork
Each visit may bring a new person with their own habits. Two years later, nobody knows the whole infrastructure and growing or changing becomes expensive and risky.
The incentive is back to front
In the ad hoc model, the supplier bills more when there are more faults. It is not bad faith; it is the logic of the model. With a monthly retainer the opposite happens: every fault prevented is work the supplier no longer has to do.
A simple comparison: the contract is your technology’s family doctor, who knows the history and runs regular check-ups. An ad hoc call-out is going to A&E: it deals with the moment, but nobody follows up the patient.
Ad hoc versus IT Unlimited contract, point by point
| Criterion | Ad hoc call-out | IT Unlimited contract |
|---|---|---|
| Knowledge of the network | None on an ongoing basis | Team with documentation and history |
| Prevention | Non-existent | Updates, monitoring and alerts |
| Response | Whenever the technician is available | Immediate, set out in the contract |
| Annual cost | Unpredictable | Fixed monthly fee |
| Security | Only after the incident | Managed firewalls, endpoint protection, 2FA/MFA and alarm monitoring |
| Supplier incentive | More faults, more billing | Fewer faults, less work |
| New workstations | One project at a time | Part of the normal process |
For a comparison with a traditional retainer, see IT Unlimited compared with an outsourcing retainer.
Why the threshold is 10 workstations
Above 10 workstations, a company already has a server or cloud services, a network with several devices, client data and real dependence on email and applications. IT is no longer “a computer that breaks down”; it has become infrastructure.
Focusing on this profile keeps our processes, tools and team at the level that hotels, clinics, embassies and international companies demand. For the same reason, we do not work as subcontractors: we answer directly to the end client, for the whole picture.
DataRoad IT Unlimited
Talk to DataRoad. We assess your operation and propose the right plan.
How the three tiers are organised
IT Unlimited is a monthly retainer. Every tier includes security: managed firewalls, probes, endpoint protection, 2FA/MFA authentication and alarm monitoring.
- Essential From 10 workstations, with remote and telephone support; no on-site visits. Suited to teams that work mainly in the cloud or across several locations.
- Premium Essential plus unlimited on-site support, for companies with an office, a server and a physical network.
- Premium 365 Premium plus nights, weekends and public holidays. It is the only tier with 24/7 support and monitoring, designed for hotels, clinics and round-the-clock operations.
The contract is annual, renews automatically, has 60 days’ notice and no lock-in. Response times are set out in the service levels (SLA), and the exit rules are explained in the exit and data clauses to insist on.
Ventask: continuity in numbers
Ventask has more than 350 workstations and has worked with DataRoad since 2016. Under IT Unlimited we manage its networks, corporate firewalls, device security, secure remote working and Wi-Fi, with proactive monitoring and alerts.
This is what the ad hoc model cannot offer: a team that follows the infrastructure year after year and plans its evolution instead of firefighting. Read the Ventask case study.
“I only need someone now and then”
When we hear this, it almost always means one of two things:
- The company is still small — with fewer than 10 workstations we are not the right partner, and we would rather say so straight away.
- Nobody has measured the cost of faults — downtime, lost hours and rushed recoveries usually cost more than a retainer. See the sums in what an hour of downtime costs a 20-workstation company.
Frequently asked questions
Will you do a one-off job if I pay separately?
No. Requests outside a support contract are outside our scope, including small jobs such as installing a single network point.
How long is the contract?
Annual, with automatic renewal and 60 days’ notice to leave. No lock-in.
Does Essential include on-site visits?
No. It includes remote and telephone support; there are no on-site visits. On-site support is included from Premium upwards.
How much does IT Unlimited cost?
It depends on workstations, servers, network and tier. We finalise the proposal after an assessment, so that the monthly fee matches what is actually there.
Next step: a fixed proposal in 10 working days
We assess your infrastructure and deliver a no-obligation proposal, with a fixed monthly fee, recommended tier and SLA in writing.
More than 10 workstations · support contract · remote, on-site and telephone support. Call +351 211 459 950* or write to sales@dataroad.pt.
*Call to a Portuguese landline.
