Quality, Environmental, Security and IT Services Policies

Quality Policy

General Management at SATEC observes its obligation to guarantee fulfilment of all legal requirements and other applicable standards in each and every one of the activities developed at the organisation.

One of our main objectives, which is reflected in our mission, is to provide high-quality products and services, not just to achieve maximum satisfaction, but also to contribute to our clients’ development, efficiency and productivity.

Our goal is to ensure excellent levels of quality for the market by continually improving the processes and activities we develop at our organisation.

We are fully aware that, in order to be competitive and therefore increase our clients’ trust, we must ensure all of our suppliers adhere to the idea that quality is present in all of the organisation’s activities and decisions, without losing sight of the fact that factors such as adaptation to use, presentation, price and delivery times may be of considerable importance in service provision or solution delivery.

We involve our staff by promoting talent, integrity and teamwork in achieving continuous improvement.

One of our strategic objectives is to offer innovative solutions and services in order to become an industry and community leader.

Environmental Policy

SATEC’s activities include marketing telecommunications equipment and installation services, providing technical maintenance and assistance for said equipment, providing network security services and developing software creation projects.

Thus, SATEC’s Environmental Policy has been adapted to the fact that its activities do not include the manufacture or consumption of raw materials, nor the generation of by-products or waste beyond those inherent to an office or warehouse for equipment destined for sale.

SATEC wishes to declare its commitment to the environment by establishing the following principles constituting its Environmental Policy, the aim of which is to promote awareness of environment protection with actions that allow for efficient and responsible use of the resources available in our organisation while respecting standards:

• Comply with legislation, guaranteeing that daily activity is developed in accordance with applicable law and regulations, as well as any requirements derived from agreements signed with other companies or bodies.
• Guarantee the continuous improvement of the System and prevent contamination by periodically reviewing and updating the Environmental Management System, achieving objectives and assessing and identifying environmental aspects and risks.
• Identify possible environmental impact, promote efficient use of resources, encourage recycling of materials, reduce waste, and encourage rational use and energy saving in our organisation.
• Publicise the Environmental Management System among our professionals and include them in our training plans, as well as explain the company’s policy, procedures and environmental management and extend good practices to our employees’ personal scope.
• Promote respect for our environmental policy among contractors and suppliers.

Information Security Management Policy

Management at SATEC is fully aware of the importance suitable information processing has for the company in terms of achieving an optimal degree of quality and security in the services it provides to clients.

Additionally, Management undertakes to ensure the organisation complies with applicable legislation regarding its information systems.

SATEC’s activity is largely aimed at its clients, in deploying and developing infrastructure and services for information and telecommunications systems. This means security in as essential aspect for the company’s correct development.

For SATEC, a security incident implies clear, tangible damage, such as lost information, the unavailability of a service, or legal implications, in addition to considerable damage to the company’s image.

SATEC has the following objectives in matters of information security:

• Ensure the confidentiality of the information processed by SATEC.
• Protect the integrity of information.
• Ensure the availability of information systems.
• Protect information against unauthorised access.
• Promote employee awareness and training in matters of information security.
• Ensure the development of risk analyses to assess existing risks and to select the security measures necessary, maintaining a suitable balance between cost and benefit.

The main aim of this initiative is to provide the best services possible while maintaining the trust placed in us.

IT Services Management Policy

Production Management at SATEC, in view of its commitment to clients, considers seeking excellence in IT service provision to be a priority as a distinguishing factor.

Furthermore, Management undertakes to ensure the organisation complies with all legal, regulatory and contractual requirements applicable to the services SATEC provides.

Within the framework of a global management system based on processes, with the understanding that this framework is what best positions us to achieve our goals, the following principles are hereby established and we trust they will be observed with utmost dedication and effort by everyone who participates in SATEC’s IT services:

• Committed to clients: strive, at all times, to meet our clients’ expectations and to achieve a greater degree of knowledge regarding their needs, with a view to consolidating and increasing their satisfaction.
• Improve productivity and service quality: increase our performance through a form of process and resource management that is increasingly more efficient, involving our collaborators in the journey to continuous improvement of the service.
• Promote talent: promote the talent of the people who form a part of SATEC, incentivising development of capabilities to increase their contribution and satisfaction.
• Promote teamwork: encourage teamwork and strengthen internal communication between the different organisational units.
• Operational excellence: work every day to improve operations and achieve the established service levels, strictly complying with the criteria set in the Management Manual and all other related documentation and applicable standards.
• Innovation: encourage innovation in processes, means and technology such that it allows us to stay ahead of our clients’ needs, therefore aiding their development, efficiency and productivity.
• Continuous improvement: set as an objective continuous improvement to the service provided, ensuring that internal and external reviews using metrics periodically identify improvement areas that lead us to excellence in how we manage our services.

Scope details of Quality and Environment seals

ISO20000

SATEC supports excellence in the services it offers to clients. To achieve this, in 2008 and 2009 it implemented a Services Management System in accordance with international standard ISO/IEC 20000-1. Since 2014, the Services Management System has been certified by BSI – a globally renowned and accredited entity – with the following scope: “The services management system includes the services of Customer Support Centre (CSC) and User Support Department (USD), Support, and Operations and Monitoring (O&M), provided by SATEC’s Services Centre at its facilities in Madrid and Vigo. Detailed in the valid Services Catalogue”.

ISO27000

Since 2009, SATEC has maintained an Information Security Management System (ISMS) with the aim of offering its clients maximum trust in relation to their information’s confidentiality and integrity, as well as ensuring the availability of the services offered. Through a risk analysis that addresses the services provided, beyond the IT infrastructure, SATEC establishes the controls necessary to maintain a Management System in line with business needs.

The ISMS is certified by international standard ISO/IEC 27001:2013 according to the following scope: “The Information Security Management System includes the following services: Customer Support and User Support Centre, Support, and Operations and Monitoring, provided by SATEC’s Services Centre at its facilities in Madrid and Vigo, detailed in the Statement of Applicability”.

ISO9001

In 1999, SATEC obtained its first ISO 9001 certificate. Since then, the organisation has continually worked to improve the services it provides with the aim of meeting its clients and stakeholders’ expectations, as well as contributing to their development, efficiency and productivity. SATEC is currently certified in accordance with standard 9001:2008, with the scope as follows: “Marketing, installation, maintenance and technical assistance for the following:

• Telecommunications network security and communication
• Software design and development
• Systems and storage

ISO14001

Preserving the environment through efficient use of resources, recycling materials, reducing waste generated and energy efficiency are all a part of SATEC’s strategy, having maintained an Environmental Management System since 2004. It is certified in accordance with standard ISO 14001:2004, with the following scope: “Marketing, installation, maintenance and technical assistance for communication equipment and telecommunication network security”.

Scope details of Software Development and Maintenance Services

CMMI

Since 2014, SATEC has held maturity level 3 in the CMMI-DEV model for its software development and maintenance processes, which implies definitive consolidation of the path to improving processes in the field of software development and maintenance, which the company started out on eight years ago, achieving maturity level 2 in CMMI in 2009.

With maturity level 3, SATEC wishes to reinforce its commitment to improving processes and meeting its clients’ expectations, choosing quality as its main argument in the demanding, ever-changing software engineering industry.

Link: https://sas.cmmiinstitute.com/pars/pars_detail.aspx?a=29588