Frequently asked questions

Send an email to accounts@brocent.com. For managed service clients, you can also raise tickets directly via the client portal or contact your dedicated account manager.

Yes. Priority 1 incidents require immediate response. Contact your Service Delivery Manager (SDM) or account manager directly to initialise P1 service. Our P1 first-response SLA is 15 minutes.

You can escalate at any time to accounts@brocent.com or contact your account manager directly. We commit to service quality and will act on every escalation.

Yes. Our Service Command Center operates 24 hours, 7 days a week. If you are a new client who needs out-of-hours emergency support, contact accounts@brocent.com to activate your service account.

Standard Business Hours: Monday–Friday, 9am–6pm local time. 24×7 support is available for clients on the appropriate service plan (Managed IT Services or 24×7 Add-on). Token Service clients can select Normal or Emergency (24×7) SLA per request.

Brocent provides IT services across 100+ countries globally. Direct field delivery is available in 12+ countries including Singapore, Hong Kong, China (mainland), Japan, South Korea, Malaysia, Thailand, Vietnam, India, Philippines, Indonesia, and Poland. Remote managed services and helpdesk are available worldwide.

Yes. We manage and support cloud platforms including Microsoft Azure, Microsoft 365, Google Workspace, Alibaba Cloud, Tencent Cloud, AWS, and multi-cloud hybrid environments. Services include design, migration, implementation, and ongoing 24×7 management.

Yes. Brocent operates 50+ warehouse locations globally for staging, spare parts storage, and hardware logistics. Warehouses are operational in China (mainland), Hong Kong, Singapore, Malaysia, Japan, Thailand, and India. All hardware warehouses support 24×7 parts availability.

Our core services include: On-site IT support (desktop, network, server), Managed IT Services (full outsourced IT department), Cloud solutions, Cybersecurity, Professional IT services (office setup, relocation, Wi-Fi survey, DC deployment), Hardware maintenance & ITAD, and Token Service (flexible pay-as-you-go).

Yes, the majority of our engineers communicate in English. Our multilingual team also covers Mandarin, Cantonese, Japanese, Korean, Thai, Vietnamese, and other languages — matched to the markets they serve.

Brocent offers tailored SLAs with three standard components: (1) Service Desk First Response Time, (2) Field Service Response Time, and (3) Problem Resolution Time. Standard SLAs include P1 first response ≤ 15 minutes, P2 ≤ 1 hour, P3 ≤ 4 business hours. 4-hour on-site response is available in major cities. See our SLA page for full details.

Brocent commits to penalty and compensation provisions for any SLA breach, as documented in the Master Service Agreement. We take accountability seriously and report SLA performance monthly.

Brocent offers 30-day credit terms for new clients. Clients with a strong 6-month payment track record may be eligible for extended terms of 45–60 days.

Yes. Brocent is a certified VAT taxpayer and can issue VAT invoices. Applicable VAT rates by jurisdiction: China (mainland) — 6% IT services, 13% hardware; Singapore — 9% GST; Japan — 10%. Hong Kong has no VAT.

The minimum period for a dedicated FTE engineer is one month. We also support short-term engagement under a Master Service Agreement.

The minimum charge for remote support is 0.5 hours.

Standard business hours rates: China mainland — USD 50/hr (min. 2 hrs, daily rate USD 270); Hong Kong — USD 60/hr (min. 2 hrs, daily rate USD 380); Singapore — USD 60/hr (min. 2 hrs, daily rate USD 380). After-hours and 24×7 emergency rates apply separately. A 10-minute tolerance applies per increment after the initial 2 hours.

Yes. We support contracts in both English and Chinese, and billing in USD, SGD, HKD, CNY, JPY, and other major currencies depending on the contracting entity.

Yes. IT service contracts typically include auto-renewal based on the agreed terms. Clients may suspend or change the service duration with one month's advance notice.

Token Service is a pre-purchased hours model. You buy a block of service tokens and consume them as needed — on-site or remote support, normal business hours or 24×7 emergency, across 100+ countries. Minimum charge per on-site visit is 2 tokens (2 hours). After 2 hours, each additional increment is 60 minutes with a 10-minute tolerance.

30 days credit term upon purchase order. Tokens do not expire within the contract validity period.

The minimum purchase is 20 tokens per zone. Token validity is 12 months from the purchase date, with a 6-month carry-forward provision — unused tokens roll into the next contract period rather than expiring. Clients are notified 60 days before expiry.

Tokens cover the full service catalogue: on-site Smart Hands dispatch, remote helpdesk (L0–L3), IMAC tasks, office buildout and relocation, WLAN surveys, hardware logistics and spare parts management, ITAD, and compliance documentation support. A single token pool applies across all service types and all covered countries.

Working hours (Mon–Fri 09:00–18:00): minimum 2 tokens, then 1 token per additional 60 minutes (10-minute tolerance). Evening (18:00–22:00): minimum 3 tokens, increments at 1.5 tokens. Weekends / late night (22:00+): minimum 4 tokens, increments at 2 tokens. Public holidays: minimum 6 tokens, increments at 3 tokens. Travel within the service city is included; remote-site surcharges apply for distances over 30 km.

Yes. A single Token Service agreement covers all zones included in the purchase. You can use tokens interchangeably across Hong Kong, mainland China, Singapore, Japan, Malaysia, Vietnam, India, EMEA (via Warsaw), and USCA (via New York) without separate contracts or invoices per country.