Managed operations under written service levels.
Hardware, software and cloud operated under a single contract: one desk to call, response and restoration times agreed before the contract is signed, and a report every month whether or not anybody asks for it.
Managed Services
Issues flagged early.
LaQuest monitors the estate it built during agreed service hours, Monday to Friday, 9:00 to 18:00 Philippine time, with 24x7 cover available under a separate agreement. When something drifts, a ticket is opened, owned and closed.
- Video recordingHealthy
- Access controlHealthy
- StorageHealthy
What is inside the service.
Service desk and support
A single route for incidents and requests, with ownership across vendors and platforms.
Monitoring and incident response
Availability, capacity and security events watched and acted on against agreed response times.
Patching, updates and releases
Changes planned, tested and applied in windows that suit your operation.
Backup and continuity
Backups verified and restores rehearsed, so continuity is a practice rather than a promise.
Vendor and licence management
Renewals, entitlements and vendor escalations handled through LaQuest.
Reporting and reviews
Service reports and regular reviews with the people accountable on your side.
Our managed service starts at handover.
The project closes, attention moves elsewhere, and the environment enters the long part of its life. We run what we build, and we take on environments other people built. Either way the service runs under written service levels, and these are the numbers we are measured against.
| Severity | Definition | First response | Target restoration |
|---|---|---|---|
| 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 |
Service desk at support.laquest.net. Monday to Friday, 9:00 to 18:00 PHT, excluding Philippine public holidays. 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.
Still accountable, years after go-live.
Designed and run by LaQuest
The company that designed the environment is the one that takes the call about it three years later.
Service levels in writing
Response and restoration agreed before the contract is signed, measured afterwards, and reported in the months that went badly as well as the ones that went well.
One accountable partner
Infrastructure, applications and the security estate under one operator, so issues do not sit between two suppliers.
From first conversation to steady state.
Each phase closes with a documented sign-off before the next begins.
- 01
Onboard
Runbooks, access, monitoring and escalation paths set up for the environment in scope.
- 02
Baseline
How the environment behaves today, so change and improvement can be measured.
- 03
Operate
Daily operation against the service levels, with incidents, changes and requests logged and reported.
- 04
Review and improve
Regular reviews that turn what we see in operation into the next improvements.
We run what we built, and what others built.
Run what we built
The platforms and environments LaQuest designed and delivered, operated by LaQuest from go-live onwards.
Take over what others built
An environment another supplier delivered, assessed, documented, brought to a known baseline and then operated under these service levels.
Second line behind your team
Your desk takes the call; we take what your team cannot resolve, with the same response times and the same reporting.
- Dell Infrastructure
- Axxon One and Axxon PSIM
- Grundig Security Estates
- Zoho One
- LaQuest Payroll, BrMIS, HIMS and LaQuest Smart Access
- Networks, Endpoints and Backup
- Command Centres and Control Rooms
- Custom Platforms Built by LaQuest
Already a customer? One desk for every system we run.
Create a ticket, track it, or search the knowledge base.