In a quiet industrial corner of southern Italy, a manufacturing facility went from full productivity to a full stop – all because of a total internet failure. What followed wasn’t just a technical fix. It was a journey: from digital darkness to a new standard of resilience.

This is the story of what happens when the right people, the right technology, and a relentless customer-first mindset come together. It’s also a blueprint for how businesses can rethink connectivity – not just as infrastructure, but as a strategic advantage.

When the Lights Go Out – Digitally

In May 2025, the unexpected happened. Both internet lines into the manufacturer’s facility failed due to cable damage. Not a slowdown – a total blackout. In seconds, production systems stalled. Orders stopped flowing. Emails went nowhere.

The site had experienced occasional short outages before, but this was different. This time, there was no backup. No redundancy. No workaround. This wasn’t just an IT issue – it was a full-blown operational crisis.

Escalation in Motion: From Support Ticket to Mission Control

Open Systems became aware of the situation through Mission Control – our 24×7 expert-level Network Operations Center – and immediately escalated the case through our Connectivity Management, Customer Success, and Account Management teams.

While many providers simply log a ticket with an ISP and wait, we took a more hands-on approach:

  • We leveraged direct escalation paths with ISP partners instead of public hotlines.
  • We supplied diagnostic context and technical details to fast-track the ISP’s investigation.
  • Our engineers at Mission Control coordinated closely with the ISP’s NOC and field technicians.

The initial investigation made it clear that the cable damage was extensive. A full repair would take 5–6 days. But production couldn’t wait that long.

Driving the Solution – Literally

Open Systems made a bold call: deploy a rapid-recovery kit with satellite-based internet. There was just one problem—the kit was already in use at different location of our customer.

So we drove to get it.

A team from Open Systems drove from Switzerland to Italy to retrieve the equipment. They met the customer contact at 23:00. It was their first in-person meeting in five years—a moment made unforgettable when the contact bowed in gratitude.

From there, our team drove through the night to the affected site. By early morning, satellite connectivity was live, systems were back online, and production had resumed.

Designing a Future-Proofed Network

This overnight drive was part of Open Systems’ broader approach: hybrid resilience. Rather than a one-size-fits-all solution, we designed a connectivity model tailored to the site’s needs, using a mix of technologies:

  • Dedicated Internet Access (DIA)
  • Broadband
  • 5G
  • Radio links
  • Satellite

Many on the local team refused to accept poor connectivity as “just how things are”, and rightly so. Together with the team in a constructive manner, Open Systems reimagined what “connected” should look like. In an effort to improve the connectivity resilience and performance for the sites in the region/country, we chose the best mix for the site’s specific geography and operational needs:

  • Performance: Optimized for cloud access and inter-site traffic.
  • Reliability: Dual ISPs, separate cable routes, redundant access points.
  • Cost-efficiency: Smart investments without overengineering.

This wasn’t just a return to baseline – it was a leap forward. A moment of crisis became a catalyst for transformation.

What Sets Open Systems Apart

Every provider promises support. Few deliver it like this:

  • Proactive Escalation: Our relationships and technical expertise speed up ISP recovery.
  • On-the-Ground Response: Driving for 12 hours to restore connectivity? That’s not standard. That’s commitment.
  • Future-Proof Strategy: From rapid-deployment satellite to long-term architecture, we solve today’s issue while preparing for tomorrow’s.

This isn’t about patching outages. It’s about engineering confidence into your connectivity strategy.

Resilience as a Service

For the team near Manfredonia, this wasn’t just a fix. It was a mindset shift. They moved from reactive recovery to proactive preparedness. From refusing to accept bad service to expecting – and receiving – better.

At Open Systems, we believe that true connectivity isn’t just uptime. It’s continuity, adaptability, and partnership.

Your network should never be your weak link. With Open Systems, it becomes your strongest asset.

Interested in learning how Open Systems’ Connectivity Service can transform your business resilience?
Let’s talk. Because the next outage shouldn’t be a crisis – it should be your opportunity to come back stronger.