SERVICE MANAGEMENT SYSTEM POLICY

SOLTEL IT SOLUTIONS, S.L.U. It specializes in providing administration and maintenance services for IT and telecommunications systems geared towards businesses.

Our MISSION is to offer our clients value-added services for the administration and maintenance of Computer and Telecommunications Systems. 

Our VISION is to be a leading provider of IT and Telecommunications Systems administration and maintenance services for SMEs and large companies.

In line with our Mission and Vision, we have defined some VALUES to share, always keeping in mind proper management of services that allow us to develop a company culture, a way of working and making decisions in SOLTEL IT SOLUTIONS, S.L.U.:

  • Our specialization and continuous updating.
  • Ensuring that the quality of services is a constant in SOLTEL IT SOLUTIONS, S.L.U. based on the Service Quality Agreements (SLAs) committed
  • Establishing minimum response times and automating processes.
  • Ensuring service availability.

So, SOLTEL IT SOLUTIONS, S.L.U. is committed to developing, implementing, maintaining and continually improving its Service Management System With the aim of continuous improvement in service management and ensuring uninterrupted service, thereby meeting our effectiveness and efficiency objectives and maintaining excellence in service delivery, it is our policy to SOLTEL IT SOLUTIONS, S.L.U. that:

  • Work is underway to develop and improve the automation of service processes.
  • Ensure compliance with service requirements for complete information and customer service.
  • The commitment to continuous improvement is achieved by establishing annual objectives related to increasing customer satisfaction, reducing the number of incidents, and improving response times.
  • Compliance with business, legal or regulatory requirements and contractual obligations.
  • Training and awareness activities on process and incident management will be carried out for all staff.
  • The necessary measures will be established to guarantee the availability of the service committed to in the Service Level Agreements, as well as the continuity of the business of SOLTEL IT SOLUTIONS, S.L.U.

The Management System Manager is directly responsible for maintaining this policy, providing advice and guidance for its implementation.

Seville, June 4, 2019. The Management.

INFORMATION SECURITY POLICY

In SOLTEL IT SOLUTIONS, S.L.U., aware that the information handled is a resource of great value, an Information Security Management System has been established in accordance with the requirements of the ISO/IEC 27001 standard to guarantee the continuity of information systems, minimize the risks of damage and ensure compliance with the set objectives.

The objective of the Security Policy is to establish the necessary framework for protecting information resources against threats, internal or external, deliberate or accidental, in order to ensure compliance with the confidentiality, integrity and availability of information.

The effectiveness and implementation of the Information Security Management System is the direct responsibility of Management, which is responsible for the approval, dissemination, and compliance with this Security Policy. An Information Security Management System Officer has been appointed on its behalf and has sufficient authority to play an active role in the Information Security Management System, overseeing its implementation, development, and maintenance.

Management will develop and approve the risk analysis methodology used in the Information Security Management System. All individuals whose activities may be directly or indirectly affected by the requirements of the Information Security Management System are obligated to strictly comply with the Security Policy.

In SOLTEL IT SOLUTIONS, S.L.U. All necessary measures will be implemented to comply with applicable regulations regarding general security and cybersecurity, relating to IT policy, building and facility security, employee conduct, and the use of outsourced services in computer systems. The measures necessary to guarantee information security through the application of standards, procedures, and controls must ensure the confidentiality, integrity, and availability of information, which are essential for:

  • Comply with current legislation regarding information systems.
  • Ensuring the confidentiality of the data managed by SOLTEL IT SOLUTIONS, S.L.U..
  • Ensure the availability of information systems, both in the services offered to clients and in internal management.
  • To ensure the ability to respond to emergency situations, restoring the operation of critical services in the shortest possible time.
  • Avoid improper alterations to the information.
  • Promote awareness and training in information security.

QUALITY AND ENVIRONMENTAL POLICY

SOLTEL IT SOLUTIONS It is a leading technology company with an international focus, distinguished by providing excellent service quality to its customers, sustained profitability to its shareholders, expanded opportunities for professional and personal development to its employees, and a positive contribution to society by acting with a commitment to global citizenship.

This approach is based on the following principles:

  • To comply with all requirements imposed by our clients, as well as with current legal and regulatory provisions and other requirements that the company subscribes to, which are applicable to the products and/or services developed in the company and which have an effect on the environment.
  • Integrate continuous improvement into the company's strategy and respect for the environment, establishing and maintaining a quality and environmental management system focused on processes and subject to periodic reviews, progressively moving towards excellence.
  • To make quality and respect for the environment a basic element in the company's culture.
  • We identify and minimize the negative environmental impact of our services, and we strive for the efficient use of energy resources.
  • To guarantee the continuous improvement of the quality and environment of our services and our work environment, maintaining the Integrated System
    Management in an efficient and effective manner to ensure the satisfaction of our customers and our commitment to our employees.
  • Plan the company's human and material resources by establishing programs that are reflected in objectives and goals.
  • To achieve the active and responsible participation of employees, providing adequate training that facilitates the performance of their functions, enhances their participation and improves their involvement in minimizing the environmental impact in carrying out their tasks.
  • Establish efficient channels of communication, information, consultation and participation with the different agents involved in the process, to understand their needs and expectations, establishing satisfactory relationships.
  • To achieve high competitiveness in our markets based on the trust and loyalty of our customers and the commitment and loyalty of our employees.
  • Contribute to minimizing energy consumption within our possibilities: turn off computer equipment, do not turn on the lights if it is not necessary, maintain the air conditioning, do not use elevators as much as possible, and limit staff use, in order to achieve efficient consumption of resources.
  • Reduce paper consumption by printing only what is strictly necessary, printing double-sided, reusing what can be reused, and recycling in designated containers.
  • Management of printing systems, with details of who uses the resources and their consumption.
  • Commitment to comply with legal and other requirements.
  • Commitment to environmental protection, including pollution prevention and other specific commitments relevant to the organization's context.
  • To make our quality and environmental policy available to the public

This quality and environmental policy is constantly evolving with the company, and is therefore reviewed for its continuous suitability in conjunction with the quality and environmental objectives, as it is considered a framework for establishing and reviewing these objectives.

     

Seville, June 4, 2019. The Management.