For 35 years, Open Systems has had a clear promise: we will never leave our customers alone with their challenges. This philosophy shows in the way we deliver our services – always hands-on, always available, and always tailored to real-world needs.

It’s not just about securing networks or keeping connections running. It’s about making sure our customers feel supported every step of the way. With Mission Control, our 24×7 operations center, and our designated Technical Account Managers (TAMs), customers know they have both the reactive muscle and the proactive brains they need – under one roof, and always on their side.

To illustrate what that looks like in practice, here are three typical scenarios – one from network operations, one from security operations, and one from strategic transformation consulting.

Network Operations: When Applications Slow Down Across the Globe

Imagine employees in China trying to access a business-critical application – only to be stuck with endless loading times. For the local team, it felt like productivity was grinding to a halt.

When they called Open Systems, Mission Control jumped in immediately. The engineers quickly discovered that the app’s “name” wasn’t being resolved properly through the usual global DNS system. In simple terms, the internet wasn’t translating the app’s address fast enough, leaving employees with frustrating timeouts. Our team set up a temporary local DNS forwarder – a bit like adding a local traffic light to ease congestion – so employees could continue working without disruption.

But that was just the start. The deeper analysis revealed packet loss and routing inconsistencies caused by a third-party internet provider. Using advanced monitoring tools, Mission Control pinpointed the exact point in the chain where traffic was getting lost. They handed this detailed proof to the ISP, oversaw the fix, and verified that the issue was gone.

For the long term, the TAM stepped in. Together with the connectivity team, they proposed a connectivity redesign that routed international traffic only over premium Autonomous Systems (AS) – essentially the “first-class lanes” of the internet backbone. By changing the last mile connectivity ISP lines and introducing a global connectivity backbone, it could be ensured that traffic bypasses the usual bottlenecks and firewalls that slow down performance of inter-continental application traffic from and to regions like China.

What customers value most here: not just the quick fix, but the sustainable solution. They often tell us they appreciate how fast problems are resolved – and that our TAMs don’t stop at patching symptoms but help them rethink their setup so it won’t happen again.

Security Operations: Protecting Sensitive Data from Risky AI Tools

AI tools are everywhere – but not all of them are safe. One IT admin at a global company noticed employees using an online AI tool that unknowingly exposed sensitive data. He knew something had to be done, and fast.

Instead of navigating the complexity alone, he simply opened a request in the Customer Portal. Within minutes, a Mission Control engineer was reviewing it. Not only did they block the requested tool, but they also spotted related web addresses tied to the same service – closing a security gap that might otherwise have gone unnoticed.

But it didn’t end there. The TAM saw the bigger picture: this wasn’t about a single tool, it was about policy. They suggested a smarter approach – blocking whole categories of unsanctioned AI apps while still allowing safe, vetted ones. And for customers using our broader SASE portfolio, they added Zero Trust rules that let IT teams see exactly who is using their internal AI apps and under which conditions.

What customers tell us in cases like these: they feel relieved that they don’t have to choose between agility and security. They value how we combine 24×7 operational vigilance with strategic advice that balances security with user experience.

Transformation Consulting: Network Architecture to Security Strategy

When customers embark on larger IT transformations, they often turn to Open Systems for guidance. These projects go beyond firefighting – they shape the very foundation of how networks and security will serve the business in the future.

Network Architecture: The “Heart Surgery” of IT

The first step in any network transformation is to assess the current connectivity and architecture. Together with the customer, we look at existing locations, cloud resources, applications, and business requirements. Based on industry best practices and the customer’s unique setup, our TAMs design an architecture that is high-performing, reliable, and flexible enough to handle changes like new applications, mergers, or global expansions.

But designing is only half the story. Network migrations are like open-heart surgery: if something goes wrong, the entire business can grind to a halt – factories stop, users can’t work, suppliers can’t connect. That’s why our deployment teams plan every step carefully. Project managers build in test phases, quality assurance checkpoints, and fallback scenarios, while experienced engineers execute the migrations themselves, guiding both central and local IT teams through the process.

And often, something surprising happens: during the preparation or migration, IT admins discover they’ve been living with misconfigurations for years – issues they thought were “just normal.” Once the new setup goes live, they’re often amazed at the immediate improvement in reliability and performance. Many customers have told us these “before and after” moments are some of the most satisfying outcomes of working with Open Systems.

They also value that they only start paying once everything is operational – and that unlimited support tickets and continuous consulting from their TAM are already included. It gives them peace of mind that someone’s always there, without hidden limits.

Security Strategy: Being Ready for the Next Regulation

Sometimes the real value isn’t in solving today’s problem but in preparing for tomorrow’s. With the new NIS2 directive, European companies must be able to isolate compromised parts of their network within 24 hours.

That’s not a small ask. But it’s where Open Systems TAMs act as true trusted advisors. They help customers design clear response playbooks: what to do if a breach occurs, which firewall rules to activate, which Zero Trust policies to enforce, and how to restore safe access step by step. The technology is powerful – but what makes customers feel truly secure is knowing there’s a human partner who can guide them through the process.

What we hear again and again: customers don’t just see us as a service provider. They see us as an extension of their own IT team – someone who knows their environment as well as they do, and who’s always ready with pragmatic advice, best practices, and proactive innovation.

Always There, Always Invested in Our Customer’s Success

Across all these stories, a common thread emerges: customers know they can rely on us – whether it’s a midnight troubleshooting call, a tricky policy decision, or a long-term security strategy.

They particularly value the fact that operations and consulting live under one roof at Open Systems. That combination means issues are resolved faster, strategies are more holistic, and their IT teams are never left alone.

For 35 years, this has been the heart of our promise: unlimited support, only paid for once the value is proven. And it’s why customers stay with us – not because they have to, but because they want to.