Dedicated Business Helpdesk
Certified team, average response time of less than 2 hours
All orders registered and measured by SLA
24/7 Client Portal
Open and track orders in real time
Company history and documentation, always accessible
Managed support · Ticketing system
IT Support for Businesses: from request to resolution, with guaranteed response times
At DataRoad, no request gets lost in an email or a forgotten call. Every request enters a ticket system, are classified by priority and handled by a certified team — with average response time of less than 2 hours and all the documented history.
Why a ticketing system matters
Without a ticketing system, IT support relies on loose emails and phone calls: requests get lost, nobody knows what is pending and yesterday's problem only appears when it has already brought the company to a halt. It is the difference between promise support and manage to prove it.
With DataRoad's ticketing system, every request has a number, a person in charge and a deadline. It is classified by priority, measured against Written SLAs and it is recorded in your company's history — so that any technician knows the context without asking you the same questions twice.
Three ways to place an order
Customer Portal
Open orders in seconds, track status in real time and view your company's entire history at DataRoad client portal — available 24/7.
An email to our helpdesk automatically creates a ticket, complete with an assigned number. You receive confirmation straight away and updates follow in the same thread.
Telephone
For emergencies, call 211 459 950 (weekdays, 09:30–18:30). The request is logged as a ticket in the same way — nothing is left outside the system.
The lifecycle of a ticket, step by step
Opening
The order comes in via portal, email or phone — or is created automatically by our monitoring, before you even realise.
Triage
A technician analyses, confirms the business impact and gathers the context: affected users, equipment, history.
Priority and assignment
The ticket is assigned a priority (P1 to P4) with a response time defined by SLA and is allocated to the right technician for the subject.
Diagnosis and resolution
Most cases are resolved by remote access at the first attempt; when necessary, we visit the premises.
Checking with you
The ticket only moves to closed after the user confirms that everything is working — we don't close them by decree.
Closing and registration
The resolution is documented in your company's knowledge base. Recurring issues generate preventive actions.
Priorities and first response times
| Priority | Example | First response |
|---|---|---|
| P1 · Critical | Business downtime: server, network or essential service down | < 1 hour |
| P2 · Alto | User or team stalled, active security risk | < 2 hours |
| P3 · Medium | Non-stop fault or error of operation | < 4 hours |
| P4 · Low | Orders, changes and planned improvements | < 8 working hours |
These times are not an intention: they are defined in writing in our service levels (SLA) and are measured in regular reports. In practice, the actual average is often better — under 2 hours for all orders.
And outside of office hours?
The base support hours are Monday to Friday, 9.30 am to 6.30 pm. Outside of these hours, 24/7 monitoring continues to monitor your systems and generate automated alerts. For businesses that cannot afford to stop — clinics, logistics, international operations — the plan IT Unlimited Premium 365 includes out-of-hours support.
Proactive support: the tickets we opened before you did
A significant part of the tickets at DataRoad are not opened by clients — they are opened by our 24/7 monitoring systems. Discs filling up, failed backups, expiring certificates, equipment with errors: alerts automatically create tickets and the team takes action before the problem stops someone. Is this the difference between reactive support and Managed IT.
Major incidents: escalation and communication
When an incident has a widespread impact, the process scales up: a dedicated person in charge takes charge of coordination, the client receives regular progress reports until resolution and, at the end, a post-incident report with causes and preventative measures. No silences or “we're looking into it”.
- Documented and measured SLAs — contractual response times, not empty promises.
- Regular reports — open and closed tickets, response times and trends.
- Full history — all your company's IT life documented and searchable.
- No loyalty scheme — trust is renewed every month, with results.
Frequently Asked Questions
How do I open a support ticket?
Through the customer portal (24/7), by email to the helpdesk or by phone (+351 211 459 950, weekdays 9.30am–6.30pm). Via any channel, the request receives a reference number and a response time.
What is the difference between response time and resolution time?
A response is when a technician takes the ticket and starts working — this is what SLAs guarantee (e.g. less than 1h on a P1). Resolution depends on complexity, but most requests are resolved remotely on the first intervention.
What happens outside of support hours?
24/7 monitoring remains always active and automatically logs alerts. Companies with the IT Unlimited Premium 365 plan have support outside normal working hours.
Can I track the status of my orders?
Yes. On the client portal you can see open tickets, the status of each one and your company's entire history — without having to call to ask “how's that coming along?”.
Do I need to have a retainer to use the support?
The SLAs and the portal are part of the IT Unlimited plans. For one-off needs, there is on-demand IT support — and if you want predictability, the monthly fee starts at €21/bay/month.
Want support with guaranteed response times —
and proof that they are being met?
Talk to us: we'll show you the portal, the SLAs and the reports that our 232+ clients receive.
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Our projects
Fast IT support, every day of the year.
Always Available IT Support Local and remote support with a rapid response, 24 hours a day, 365 days a year.
Ouro Rossio Hotel: 30 Wi-Fi access points, 55 rooms and a firewall
DataRoad has installed 30 Wi-Fi hotspots, 55 CCTV cameras and a firewall at the Ouro Rossio Hotel in Lisbon. Take a look at the project and request a quote.
IT Unlimited: unlimited IT support for businesses
Unlimited, proactive IT support for businesses that can’t afford to stop. Find out more about DataRoad’s IT Unlimited and request a quote.
Lambert Clinic: IT Unlimited at the new Corroios branch
The Lambert Clinic has opened its Corroios branch and has once again chosen DataRoad to provide its full IT support. Read the case study.
Harlan & Poston Group: IT Unlimited in Portugal and the UK
The Harlan & Poston Group has chosen DataRoad for its IT Unlimited support contract. Find out what’s included.
Clínica Mulher: 192 network access points, Wi-Fi 7 and a firewall
A complete network comprising 192 access points, Wi-Fi 7, a firewall and IT Unlimited at the new Clínica Mulher in Sete Rios. View the project.
IT Unlimited IT support for businesses
Comprehensive maintenance, certified support and round-the-clock assistance for your company’s IT infrastructure. Find out what’s included in IT Unlimited.
Contact us now
Contact Form
Request a quote from DataRoad. We’ll take care of the rest with a prompt and clear response to support your business’s needs.
Tell us what you need. IT support, network installation, cyber security, an office move or simply a second opinion on your IT infrastructure — we’re here to help.
Please fill in the form and a specialist technician will contact you on the same day.
Some of the companies that entrust their infrastructure to DataRoad, sectors where downtime costs much more than IT support
Read also some DataRoad articles, news and projects
- IT maintenance contract for businesses — 24/7 support
- Business IT Support – Technical Support, Network Management and Managed IT Services
- DataRoad strengthens its position as an MSP providing managed IT services
- Internal IT Department vs Outsourcing: Cost and Benefit Comparison
- How Much Does IT Support Cost for a Company in Portugal
- SLAs in IT Contracts: What You Should Look for Before Signing