Leading Provider of Water Management
Sets New Standard for Remote OT Support
Leading Provider of Water Management
Sets New Standard for Remote OT Support
Luságua X BifrostConnect - March, 2025
❝BifrostConnect enables us to provide seamless expert support to our field teams, ensuring real-time troubleshooting without unnecessary delays.
The secure, instant connection to our critical systems streamlines operations, enhances service reliability, and aligns with our commitment to innovation and efficiency.❝
Jorge Figueiredo,
Head of Automation, SCADA, and Remote Management, Luságua
About Luságua:
Luságua, a subsidiary of Aquapor, is a leading provider of water management and infrastructure solutions in Portugal. Serving 58 municipalities and nearly half a million people, Luságua is committed to operational efficiency and sustainability.
To maintain its high standards, Luságua continuously adopts innovative technologies—including remote support solutions that improve efficiency while ensuring security and compliance.
Why Traditional Remote Access Fails Critical Infrastructure:
With plug-and-play simplicity, a zero-trust approach, and no permanent network exposure, following the NIST Zero Trust model, BifrostConnect gives field technicians and external experts temporary, auditable access to OT systems like PLCs and SCADA – without compromising security or compliance with the EU’s NIS2 directive.
In this case study, you’ll see how Luságua, a leader in Portugal’s water infrastructure sector, overcame these challenges and achieved faster, safer, and more efficient remote support —all while maintaining full control over their infrastructure.
When you’re managing critical infrastructure—whether it’s water systems, energy grids, or manufacturing operations—downtime isn’t just inconvenient, it’s dangerous. But ironically, the more essential these systems are, the harder they are to support remotely.
That’s because legacy remote access tools were never built for the complex, sensitive, and security-critical environments where Operational Technology (OT) lives. VPNs are slow. Permanent connections are risky. And IT departments are (rightfully) cautious when the stakes include ransomware, NIS2 non-compliance, or national utilities grinding to a halt.
Industry-Wide Challenge:
Across industrial sectors, downtime is costly, and IT restrictions often slow down troubleshooting. Companies managing critical infrastructure—from water management to manufacturing—struggle with secure, efficient remote access to OT environments.
These environments require alignment with CISA’s cybersecurity best practices to minimize risk, ensure resilience, and meet modern compliance standards.
Luságua's field engineers frequently encountered issues troubleshooting PLCs, SCADA, and other key infrastructure components. Junior technicians required real-time support from senior specialists, but traditional remote access solutions were:
- Slow – VPN setups and approvals delayed issue resolution.
- Insecure – Permanent remote access created cybersecurity risks.
- Inefficient – Experts had to travel onsite, increasing operational costs.
Luságua’s Solution:
Secure, Instant Remote Access
Recognizing the need for a faster, more secure, and more scalable remote support solution, Luságua adopted BifrostConnect. Unlike traditional remote access systems, which rely on permanent network access or IT-managed VPNs, BifrostConnect provides a plug-and-play solution that enables on-demand, ad-hoc access to critical OT systems without exposing the network.
The Business Benefits:
Faster Resolution, Lower Costs, Enhanced Security
By integrating BifrostConnect, Luságua achieved significant improvements in efficiency and security:
- Instant Remote Expert Support – Junior engineers now connect with senior specialists in real-time, drastically reducing resolution times.
- Direct, Secure Access to Critical Systems – No IT bottlenecks, ensuring seamless and secure troubleshooting of PLCs, SCADA, and OT infrastructure.
- Operational Cost Savings – Reduced travel and on-site troubleshooting, freeing up valuable engineering resources and cutting unnecessary expenses.
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