Service Levels (SLA) with Guaranteed IT Support

IT Unlimited Plans – Business Support for companies

🔵 Essential

For small businesses that need reliable support without the hassle.

• Up to 10 users / devices
• Response time: 4 working hours
• Unlimited remote support (during business hours)
• Basic network and endpoint monitoring
• Backup management (regular checks)

Ideal for: doctors’ surgeries, law firms, small clinics, start-ups.

🟠 Premium

For growing businesses with more demanding IT environments.

• Up to 50 users / devices
• Response time: A maximum of 2 working hours
• Unlimited remote support + on-site visits included (up to 4 per 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, and businesses with multiple departments or counters.

🔴 Premium 365

For organisations with critical infrastructure and compliance requirements.

• Unlimited users / devices
• Response time: 1 hour at most (24/7, including weekends and public holidays)
• Unlimited remote and on-site support with a contractual SLA
• Comprehensive monitoring: hybrid cloud, virtualisation, VPN, multi-site environments
• Backup management with documented monthly tests and a business continuity plan (BCP)
• Managed SOC and security incident response
• Quarterly IT strategic review meetings

Ideal for: embassies, universities, hotel groups, multinational companies and regulated organisations.

🔵 Essential — “Stop winging it.”

Most small businesses still manage their IT on a wing and a prayer, relying on a “cousin who knows a bit about computers”. This comes at a cost — in lost productivity, in data at risk, and in time that can never be recovered. The Essential plan puts an end to that. Real support, real monitoring, real results.

🟠 Premium — “Grow without holding back.”

As a company grows, its IT must keep pace — otherwise it becomes the biggest obstacle to growth. The plan Business It was designed for businesses that cannot afford to stop: hotels with a constant stream of check-ins, clinics handling sensitive data, and teams that rely on systems being available at all times. If your business never sleeps, neither does your IT.

🔴 Premium 365 — “Zero tolerance for mistakes.”

For those operating in critical environments — embassies, multinational groups, universities, regulated infrastructure — there is no middle ground. Either you have top-tier support, or you take a risk. The plan Enterprise guarantees a response within one hour, 24 hours a day, 365 days a year, with a contractual SLA, advanced security management and compliance reports. Because one hour of downtime can cost more than a year’s worth of support.

Comparison Table

Functionality	Essential	Premium	365 Premium
Users included	Up to 10	Up to 50	Unlimited
Response time	4 working hours	2 working hours	1 hour (24/7)
Remote support	✅	✅	✅
On-site support	➕ Extra	✅ 4 times a month	✅ Unlimited
24/7 monitoring	Basic	Advanced	Complete
Managed firewall	➕ Extra	✅	✅
Microsoft 365 Management	➕ Extra	✅	✅
Business continuity plan	❌	➕ Extra	✅
Antivirus	❌	➕ Extra	✅
Account manager	✅	✅	✅ Dedicated senior

Why choose the IT Unlimited employment model?

The four questions to ask before signing

What are the response times and resolution times, broken down by severity? Is the on-site response time defined, and what is it measured against? What is expressly excluded? And is there replacement equipment available for critical items?

A contract that answers these four questions in writing is better than any sales pitch.

Financial predictability A single monthly fee covers all your support needs. No surprise bills for technician hours or call-out charges.

Response guaranteed by contract Our SLAs are contractual — they are not marketing promises. We know what it’s like to be left waiting for IT.

Partner, not supplier DataRoad doesn’t solve problems — it prevents them. With continuous monitoring and proactive management, incidents are the exception, not the rule.

Nationwide coverage With offices in Lisbon, Porto, Faro, Funchal and Évora, we guarantee on-site support wherever your business operates.

Do you need a bespoke plan?

Organisations with complex infrastructure, multi-site environments or specific regulatory requirements may benefit from a bespoke solution.

Instructions for use

• IT Unlimited plans are billed monthly on an annual contract basis.
• Hardware and software licences are invoiced separately.
• DataRoad can manage Microsoft, Cisco, Fortinet, Sophos, Ubiquiti, Dell and VMware environments on any plan.