Something not working? Start here.
One service desk for everything we built and everything we run. A fault in a vendor product is logged with us and raised with the manufacturer, under the vendor’s warranty and terms.
Ways to reach support.
Everything we built, and everything we run.
Dell servers, storage, networking and edge.
Axxon One, Axxon PSIM and LaQuest Smart Access.
Grundig cameras, recorders and access hardware.
Zoho One, LaQuest Payroll, HIMS and BrMIS.
The integrations between all of the above, where accountability matters most.
Published response targets.
Monday to Friday, 9:00 to 18:00 Philippine time (PHT), excluding Philippine public holidays. Out-of-hours P1 response is available only under a custom or paid service level agreement (SLA), set in your agreement.
| Level | What it means | Response | Restore target |
|---|---|---|---|
| P1 Critical | Service down or security compromised, no workaround | Within 1 business hour | Workaround or restore within 8 business hours |
| P2 High | Major function impaired, workaround exists | Within 4 business hours | Workaround or restore within 1 business day |
| P3 Normal | Minor fault, work continues | Within 1 business day | Workaround or restore within 3 business days |
| P4 Low | Question, request or planned change | Within 2 business days | Resolution by agreement |
Custom or paid SLAs, such as 24x7 monitoring, are available under separate agreement. Escalation: ticket, then service management, then practice escalation, as set in your agreement. To escalate, reply in the ticket and ask for escalation. Security issue? Write to support@laquest.net.
Need a defined escalation path and a priority-one (P1) line?
Support plans with response targets in writing, set in your agreement.
Help beyond the ticket.
Training and certification
Training programmes that leave the skill inside your organisation.
PartnersPartner support
We log vendor faults and raise them with the manufacturer. Manufacturer support follows the vendor’s warranty and terms.
Managed ServicesSupport plans
Cover, escalation path and service levels, set in your agreement.