How Global Service Solution Achieved 24/7 IT Support Excellence

Global Service Solution - IT Support

Challenge

Global Service Solution operates a 24/7 flight dispatch center coordinating aircraft operations across the Middle East and Asia. Their dispatch teams rely on mission‑critical systems for flight planning, weather data, real‑time tracking, and regulatory compliance.

Any IT downtime directly impacts flight schedules and safety. They needed guaranteed 24/7 IT support with rapid response times, proactive monitoring, and zero tolerance for unscheduled outages.

Solution

We implemented a comprehensive 24/7 IT support program with dedicated onsite engineers during peak hours and remote monitoring coverage around the clock. A tiered escalation system ensures critical incidents reach senior engineers within minutes.

Proactive monitoring tracks server health, network performance, and application uptime with automated alerts. Redundant systems were deployed for all critical workloads, and a detailed runbook was created for common incident scenarios to minimize resolution time.

Results

{
  "uptime": "Achieved 99.8% uptime for dispatch systems with zero unscheduled downtime",
  "response": "Average response time of 30 minutes for P1 incidents (target: 1 hour)",
  "availability": "24/7 onsite or remote engineer coverage with <15min escalation",
  "incidents": "Critical incident count reduced by 62% through proactive monitoring",
  "satisfaction": "Dispatch team satisfaction rating: 4.9/5 for IT support quality"
}

"Our flight dispatch operations never stop, and now our IT support never stops either. The team is always available, and issues are resolved before they impact our operations."

Challenge

Any IT downtime directly impacts flight schedules and safety. They needed guaranteed 24/7 IT support with rapid response times, proactive monitoring, and zero tolerance for unscheduled outages.

Solution

Results

{ "uptime": "Achieved 99.8% uptime for dispatch systems with zero unscheduled downtime", "response": "Average response time of 30 minutes for P1 incidents (target: 1 hour)", "availability": "24/7 onsite or remote engineer coverage with <15min escalation", "incidents": "Critical incident count reduced by 62% through proactive monitoring", "satisfaction": "Dispatch team satisfaction rating: 4.9/5 for IT support quality" }