What IT Requirements did Santos Dumont have

The main requirements of the support was a dynamic, responsive service and persistent follow-up for those users who were travelling. As far as infrastructure was concerned, IT Security and data storage were the focus areas for the business going forward.

“It is vital for Santos Dumont to have reliable IT support and effective IT systems in order to maintain productivity and to stay competitive. Data storage and security have always been a top priority; as an organisation, we need a support team that will manage and monitor all our company’s data effectively and ensure our computer systems are protected from viruses and other potential threats.”Elena Bronshtein, Office Administrator, Santos Dumont

To meet these requirements Santos Dumont were set up on supportIT’s fully managed support service; an unlimited support contract that includes all remote and on-site support, guaranteed response times, ongoing consultancy & managed security. All third-party products were taken over to ensure continuity of service, including data backups; which were of particular importance to Santos Dumont because the data included service records, aircraft manuals and machine photography.

End-point monitoring and management measures were also put in place to mitigate against downtime and to ensure systems were performing at optimum levels. To further enhance security and data protection, supportIT did a full security Audit using ISO27001 principles. The internal/external network was tested for vulnerabilities. supportIT spoke to users to get a sense of what kind of data is held, where it is stored and how it is accessed. Group Policy parameters and communications equipment were also audited to ensure a high level of protection from vulnerabilities and human error.

How supportIT’s tailored IT solutions improved Santos Dumont

The result of this is that Santos Dumont has now rolled out additional security infrastructure across the organisation by improving the SonicWall firewall alert management; introduced fully monitored and managed cloud-backups, award-winning Webroot Antivirus, two-factor authentication for email, strong group policy parameters and encryption on all laptops. All best practice in terms of security and GRPR compliance.

“With supportIT, we are getting quick, professional and efficient support across multiple channels; telephone, email, online and onsite support. They are focused on customer satisfaction, which I think is a great way to understand customer behaviour. Their support is essential for our business,” added Elena.

Feedback from Santos Dumont has been extremely positive to date; users are happy with the supportIT service, SLA’s are consistently met and the organisation has maintained up-time throughout the year; all of which saves time, money and resources. Santos Dumont have also engaged very well with supportIT’s advice and security consultancy from the very start,
which has enabled the team to put best practice solutions in place for user productivity, enhanced security and peace of mind.

“To support their clients, Santos Dumont have created a very extensive knowledge base of data and take a very serious approach to the protection and integrity of that data. We have worked very carefully to ensure that the systems in place protect the data to maintain that integrity,”Joe McGivern, supportIT CEO.