Service Level Agreements
SLA — Guaranteed Response Times
Clear commitments by severity level, proactive 24/7 (Premium 365) monitoring and transparent reporting. Know exactly what you get, in writing.
Request a proposalWritten, Measured SLAs
Contracted response times
By priority level
In black and white
Well-Defined Priorities
Critical, high, medium and low
The right response to each case
No blind queues
Permanent Monitoring
Real-time alerts
24 hours, 365 days
Prevention before failure
Regular Reports
Activity and indicators
Follow-up meetings
Transparency with management
Service Levels
SLA
IT Unlimited Plans
Your infrastructure managed. Your team focused.
Choose the right plan for your company and let DataRoad take care of everything else.
We handle the IT. You handle the business.
Every company has different needs — and IT management should not be a one-size-fits-all solution.
DataRoad’s IT Unlimited plans were designed to offer cost predictability, guaranteed response and continuous technical support, adapted to the size and criticality of your business.
No surprises on the invoice. No waiting. No worries.
Enough of IT that fails when you need it most.
Your company cannot stop. Neither can your infrastructure. At DataRoad we do not wait for problems to happen — we eliminate them before you feel them.
With the IT Unlimited plans you get certified technical support, 24/7 (Premium 365) monitoring and a partner who knows your business — for a fixed monthly fee, with no surprises.
While your competitors deal with IT failures, your company focuses on growing.
What is included in every plan
Whichever plan you choose, every DataRoad client benefits from:
- Proactive 24/7 (Premium 365) monitoring — we detect problems before you feel them
- Technical helpdesk by phone, email and ticket portal
- Patch and update management for operating systems and software
- IT service availability reports with metrics and recommendations
- Access to the RMM platform (Remote Monitoring & Management)
- Dedicated account manager for continuous follow-up
Service Level Agreements (SLA) — IT Unlimited Support Plans | DataRoad
IT Unlimited Plans – Business IT Support
🔵 Essential
For small companies that need reliable support without complexity.
- Up to 10 users / devices
- Response time: 4 business hours
- Unlimited remote support (business hours)
- Basic network and endpoint monitoring
- Backup management (periodic verification)
Ideal for: medical practices, law firms, small clinics, startups.
🟠 Premium
For growing companies with more demanding IT environments.
- Up to 50 users / devices
- Response time: 2 business hours maximum
- Unlimited remote support + on-site visits included (up to 4/month)
- Advanced monitoring: servers, network, storage and cloud
- Backup management with quarterly restore tests
- Managed firewall and perimeter security
- Managed Microsoft 365 licensing
- Monthly executive report
Ideal for: hotels, clinics, companies with multiple departments or branches.
🔴 Premium 365
For organisations with critical infrastructure and compliance requirements.
- Unlimited users / devices
- Response time: 1 hour maximum (24/7, Premium 365 only, including weekends and holidays)
- Unlimited remote + on-site support with contractual SLA
- Full monitoring: hybrid cloud, virtualisation, VPN, multi-site environments
- Backup management with documented monthly tests and continuity plan (BCP)
- Managed SOC and security incident response
- Quarterly IT strategic review meetings
Ideal for: embassies, universities, hotel groups, multinationals and regulated companies.
🔵 Essential — “Stop improvising.”
Most small companies still run IT on luck and a “cousin who knows computers”. That has a cost — in lost productivity, in data at risk, in time that never comes back. The Essential plan puts an end to that. Real support, real monitoring, real results.
🟠 Premium — “Grow without stalling.”
When the company grows, IT has to keep up — or it becomes the biggest obstacle to growth. The Premium plan was created for companies that cannot afford to stop: hotels with constant check-ins, clinics with sensitive data, teams that depend on always-available systems. If your business never sleeps, neither does your IT.
🔴 Premium 365 — “Zero tolerance for failure.”
For those operating in critical environments — embassies, multinational groups, universities, regulated infrastructure — there is no middle ground. Either you have elite support, or you have risk. The Premium 365 plan guarantees a 1-hour response, 24 hours a day, 365 days a year, with a contractual SLA, advanced security management and compliance reporting. Because one hour of downtime can cost more than a year of support.
Comparison Table
| Feature | Essential | Premium | Premium 365 |
|---|---|---|---|
| Workstations | From 10 | — | — |
| Price from (per month, + VAT) | €395 (for 10 workstations) | €750 | €1,200 |
| The final price depends on | Workstations, network size, servers, websites, printers and NAS, critical systems, Apple devices | Size of the IT estate and network, servers, websites, printers and NAS, critical systems, Apple devices | Same as Premium, plus nights, weekends and public holidays coverage |
| Response time | Immediate · max. 4 business hours | Immediate · max. 2 business hours | Immediate · max. 1 hour, 24/7 (Premium 365 only) |
| Coverage hours | Business hours | Business hours | 24/7, 365 days |
| Remote and phone support | Unlimited | Unlimited | Unlimited |
| Helpdesk | Unlimited | Unlimited | Unlimited |
| PC management | Included | Included | Included |
| Patch management | Included | Included | Included |
| On-site assistance | Quoted separately | Unlimited, travel included | Unlimited, travel included |
| Monitoring | Basic | Advanced | Full, 24/7 (Premium 365 only) |
| Managed firewall | Optional | Included | Included |
| Microsoft 365 management | — | Included | Included |
| Continuity plan | — | Optional | Included |
| Managed antivirus / EDR | — | Included | Included |
| Account manager | Included | Included | Senior dedicated |
Why hire on an IT Unlimited basis?
The four questions before you sign
What is the response time and what is the resolution time, per severity? Is the on-site deadline defined, and measured from what? What is expressly excluded? And is there replacement equipment for what is critical?
A contract that answers these four questions in writing is better than any sales promise.
Financial predictability A single monthly fee covers all support needs. No surprise invoices for technician hours or call-outs.
Response guaranteed by contract Our SLAs are contractual — not marketing promises. We know what it is like to be stuck waiting for IT.
A partner, not a vendor DataRoad does not just fix problems — it prevents them. With continuous monitoring and proactive management, incidents are the exception, not the rule.
Nationwide coverage With a presence in Lisbon, Porto, Faro, Funchal and Évora, we guarantee on-site support wherever your business operates.
Need a tailor-made plan?
Companies with complex infrastructure, multi-site environments or specific regulatory requirements can benefit from a customised proposal.
Usage notes
- IT Unlimited plans are billed monthly with an annual contract.
- Equipment and software licensing are billed separately.
- DataRoad can manage Microsoft, Cisco, Fortinet, Sophos, Ubiquiti, Dell and VMware environments on any plan.
DataRoad Support Plans
DataRoad IT Unlimited
Talk to DataRoad. We assess your operation and propose the right plan.
Your company’s IT
in the right hands
IT Unlimited Essential
- From €395/month (+ VAT), for 10 workstations
- Includes unlimited helpdesk, PC management, monitoring, patch management and remote support
- Remote and phone support
during business hours - Monitoring
with automatic alerts - Incident response with SLA
- Update management
security patches - Monthly report
- Dedicated helpdesk
by email and phone - The price may increase with the number of workstations, network size, servers, websites, printers and NAS, critical systems and Apple devices
IT Unlimited Premium
- From €750/month (+ VAT)
- Includes unlimited helpdesk, Microsoft 365 management, PC management, antivirus/EDR, monitoring, patch management and remote support
- Unlimited on-site support
- with call-outs included
- Advanced monitoring
- Full IT estate management
- Cybersecurity included
(firewall, managed antivirus) - Aggressive SLA — immediate response
critical incidents - No hour limits
- Dedicated helpdesk
during business hours - The price may increase with the size of the IT estate and network, servers, websites, printers and NAS, critical systems and Apple devices
IT Unlimited Premium 365
- From €1,200/month (+ VAT)
- Includes unlimited helpdesk, Microsoft 365 management, PC management, antivirus/EDR, monitoring, patch management and remote support
- Everything included
in IT Unlimited - Support 24h × 7 days × 365 days
- weekends and holidays included
- Dedicated technical account manager
- Periodic IT strategic alignment meetings
- Business continuity plan (Disaster Recovery)
- Priority access to network and infrastructure projects
- Customised executive reports
- The price may increase with the size of the IT estate and network, servers, websites, printers and NAS, critical systems, Apple devices and out-of-hours coverage
Companies covered by the service levels you have just read
Contractual commitments, met every day
Discover all the advantages
IT Support & Implementation
IT Assistance
IT assistance for companies: on-site, remote and phone IT support
Wireless Networks
Installation, configuration and deployment of corporate wireless network solutions, with management
IT Security
IT security and data protection solutions for workstations, servers and networks
Helpdesk Support
IT support for users — on-site, remote and by phone. Permanent business support
IT Unlimited Retainer
On-site, remote and phone support for all of your company's IT systems
Backups
Data security with monitoring and alerting. Local and remote backups. Disaster Recovery solutions
IT Networks
IT network maintenance, deployment, management and optimisation
IT Consulting
Analysis, management and optimisation of IT solutions, networks, systems and IT security
Cloud Solutions
Cloud solutions for security, sharing and collaboration, 365 & GSuite. Deployment, management and maintenance
Business IT Support
Service levels (SLAs) written, measured and met
We define by contract the response and resolution times per severity level, the support channels and the coverage hours — and we report on compliance every month.
“We’ll look into it” is not a response time. If your current provider cannot tell you in how many minutes they respond to a total outage, you have no SLA at all.
Compare our service levels with what you have today. The difference is usually obvious.
“We’ll look into it” is not a response time.
Our SLAs set the response and resolution times per severity level in writing — and we measure compliance every month.
Ask for a proposal with the SLAs already included →
+351 211 459 950
(Chamada para a rede fixa nacional)
sales@dataroad.pt
The certifications that make our SLAs credible
Promising response times requires proven technical mastery
Contact us now
Contact Form
Ask DataRoad for a proposal — we handle the rest with a fast, clear answer to support your company's needs.
Tell us what you need. IT support, network installation, cybersecurity, office relocation or simply a second opinion on your IT infrastructure — we are here to help.
Fill in the form and a specialised technician will contact you the same day.
