DataRoad · IT Services and Consulting
Support Tickets
Nothing gets lost
Requests by email and corridor conversations are where problems disappear.
Every request becomes a ticket with an owner, a deadline and a history — so you can see what was asked, what was done and how long it took.
Open a ticket
Dedicated Business Helpdesk
Certified team, average response under 2 hours
Every request logged and measured against written SLAs
Client Portal 24/7
Open and track requests in real time
Your company’s history and documentation, always available
Managed support · Ticketing system
IT Support for Companies: from Request to Resolution, with Guaranteed Response Times
At DataRoad, no request gets lost in an email thread or a forgotten phone call. Every request enters a ticketing system, is classified by priority and handled by a certified team — with an average response time under 2 hours and a fully documented history.
Why a ticketing system matters
Without a ticketing system, IT support lives on loose emails and phone calls: requests get lost, nobody knows what is pending, and yesterday’s problem only resurfaces when it has already stopped the business. It is the difference between promising support and being able to prove it.
With DataRoad’s ticketing system, every request has a number, an owner and a deadline. It is classified by priority, measured against written SLAs and stored in your company’s history — so any technician has the full context without asking you the same questions twice.
Three ways to open a request
Client Portal
Open requests in seconds, follow their status in real time and browse your company’s full history in the DataRoad client portal — available 24/7.
An email to our helpdesk automatically creates a ticket with its own number. You receive an instant confirmation and all updates follow in the same thread.
Phone
For urgent issues, call +351 211 459 950 (working days, 9:30–18:30 Lisbon time). The request is logged as a ticket in exactly the same way — nothing stays outside the system.
The life cycle of a ticket, step by step
Opening
The request arrives via portal, email or phone — or is created automatically by our monitoring, before you even notice the problem.
Triage
A technician analyses the case, confirms the business impact and gathers context: affected users, equipment, history.
Priority & assignment
The ticket receives a priority (P1 to P4) with an SLA-defined response time and is assigned to the right specialist for the topic.
Diagnosis & resolution
Most cases are solved remotely on the first intervention; when needed, we come on site.
Validation with you
The ticket only moves to closure after the user confirms everything is working — we never close by decree.
Closure & record
The resolution is documented in your company’s knowledge base. Recurring problems trigger preventive actions.
Priorities and first-response times
| Priority | Example | First response |
|---|---|---|
| P1 · Critical | Business stopped: server, network or essential service down | < 1 hour |
| P2 · High | User or team stopped, active security risk | < 2 hours |
| P3 · Medium | Fault or error without stopping operations | < 4 hours |
| P4 · Low | Requests, changes and planned improvements | < 8 working hours |
These times are not good intentions: they are defined in writing in our service level agreements (SLAs) and measured in regular reports. In practice, the real average is often better — under 2 hours across all requests.
What about after hours?
Standard support hours are Monday to Friday, 9:30 to 18:30 (Lisbon time). Outside these hours, our 24/7 monitoring keeps watching your systems and raising automatic alerts. For companies that cannot stop — clinics, logistics, international operations — the IT Unlimited Premium 365 plan includes support outside normal working hours.
Proactive support: the tickets we open before you do
A significant share of DataRoad tickets are not opened by clients — they are opened by our 24/7 monitoring systems. Disks filling up, failed backups, expiring certificates, equipment reporting errors: alerts create tickets automatically and the team acts before the problem stops anyone. That is the difference between reactive support and managed IT.
Major incidents: escalation and communication
When an incident has a wider impact, the process changes scale: a dedicated incident owner takes over coordination, you receive regular status updates until resolution and, at the end, a post-incident report with causes and preventive measures. No silence, no “we’re looking into it”.
- Written, measured SLAs — contractual response times, not verbal promises.
- Regular reports — tickets opened and closed, response times and trends.
- Complete history — your company’s entire IT life, documented and searchable.
- No lock-in — trust is renewed every month, with results.
Frequently asked questions
How do I open a support ticket?
Through the client portal (24/7), by email to our helpdesk or by phone (+351 211 459 950, working days 9:30–18:30). Whichever channel you use, the request gets a number and a response deadline.
What is the difference between response time and resolution time?
Response is when a technician takes ownership and starts working — that is what the SLAs guarantee (e.g. under 1 hour for a P1). Resolution depends on complexity, but most requests are solved remotely on the first intervention.
What happens outside support hours?
24/7 monitoring stays active at all times and logs alerts automatically. Companies on the IT Unlimited Premium 365 plan have support outside normal working hours.
Can I follow the status of my requests?
Yes. In the client portal you can see open tickets, the status of each one and your company’s full history — without having to call and ask.
Do I need a contract to use the support?
SLAs and the portal are part of the IT Unlimited plans. For one-off needs there is on-demand IT assistance — and if you want predictability, plans start at €21 per workstation per month.
Want support with guaranteed times —
and proof they are met?
Talk to us: we will show you the portal, the SLAs and the reports our 232+ clients receive.
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