• SERVICE LEVEL AGREEMENT(SLAs)
    ​IT MANAGED SERVICE, CHINA

    A Quality IT Support Service to Retail, Industrial and Finance Sectors

SLA DRIVEN IT SUPPORT

BROCENT enforces the strict SLA based IT Service delivery model. Service window, intervention and repair time can be updated whenever your business needs change, and you require other levels of services. BROCENT Help Desk and FSS technical engineers are available 24 x 7 x 365.  You can open a trouble ticket either by toll free hotline or business email. 


Moreover, based on the urgency and impact level from the business IT needs, BROCENT offers the matrix of response time and escalation scheme for P1-P5 so as to cater for the business requirement. How BROCENT responds client IT request reflects the strength, reliability, efficiency and confidence of the overall IT service delivery capability.

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Service Window

First Response Time

Onsite Response Time

Resolution Time

Service Level Agreement (SLA)

Service Level Agreements (SLAs) essentially represent the BROCENT's promise to manage your IT issues and requests within a given time frame.

They show that we have a standard and verified process for providing the IT support  that you can have confidence in us.

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Work on Priority
Urgency
Impact
Work on Priority

Priority Definition of Client IT Request

BROCENT use the commercial IT service management tool, that is defined with SLA timers . Timer is used to measure the time on the specific IT request  with the priority of your issue or request. When client raises a ticket,  BROCENT GSD team makes an assessment based on the provided information, and then define the Priority of the issue.

Priority is the combo justification based on two factors: urgency and impact.

Urgency

Urgency Assessment of Client IT Request

It simply assess how the incident affects the business users - 

  • LOW – a few users in the organization got impact
  • MEDIUM – a department or more got impact
  • HIGH – the entire organization got impact, and stops the production
Impact

Assessment of Business Impact

Again, roughly speaking, this relates to how disruptive the incident is, e.g.


LOW – there’s an easy and effective workaround, so this is more an irritation than a stoppage


MEDIUM – operational efficiency is degraded, but there is either a reasonable workaround or other members of the team are unimpeded


HIGH – the issue is critical and one or more major business processes are stopped
TELEPHONE/EMAIL RESPONSE TIME

TELEPHONE/EMAIL RESPONSE TIME

Response time refers to how quickly Brocent will respond to a technical issue being raised via phone, email or other methods. Response times may refer to how quickly to reply to an email, or call back to respond to a voicemail message.

For example, if operating hours are 9am to 5pm, Monday to Friday, and call is logged at 4.55PM on a Friday evening, then a response to this at 9.05AM on the following Monday morning is a ten-minute response time – rather than three days!   

Based on the statement of working time in the SECTION 4, BROCENT delivers the 30 Minutes’ Response Time to client. Once received the request from customers, BROCENT help desk will manage to clarify the scope of work of the requested service intervention. Once it is clarified, BROCENT help desk will dispatch engineers to go onsite.   

Roles  Work Time  Arrangement Non-Working Time
 1
 Help Desk  9:00 - 21:00 (7 days per week)Work Shift
 2 Field Service   9:00 - 21:00 (7 days per week)Work Shift
 3 Service Escalation   9:00 A.M. - 1:00A.M. (7 days per week)Work Shift
BROCENT SLA - RESPONSE TIME MATRIX
Field Intervention Response Service Time - FIRST

Field Intervention Response Service Time - FIRST

When Brocent field engineer and/or any engineers from Brocent partners received the “Assigned Ticket”, engineer must follow the instruction to go and present onsite within the field intervention response time.


Timing Method for Filed Intervention Response Service Time (FIRST) is “FIRST = 1 - 2

  1. Time for Ticket assigned/received (Time for Case clarification is not inclusive ), or the date/time that the end user/customer agrees with Help Desk
  2. Time for onsite arrival time
 Severity LevelFirst ResponseRemote SupportOnsite Response
Critical 30 Mins 60 Mins 4 Hours
 Major 30 Mins60 Mins
 4 Hours
 Moderate 60 Mins 120 Mins NBD
 Minor 60 Mins 240 Mins NBD
RESOLUTION TIME OBJECTIVE

RESOLUTION TIME OBJECTIVE

A resolution time refers to how long it takes from the time an issue is logged until it is fully resolved. Brocent practice is to establish a range of job priorities and assign a target resolution time to each.

As with response times, it is important to ensure that resolution times are only calculated based on agreed working hours. A resolution time only begins from the point that a call is correctly logged in an agreed method.

Why work with BROCENT?

Experience

12 Years  support in the Industry 

Focus

Technical support &solution with quality

Coverage

Most countries and Cities in ASIA with local techs

Language

Local language and English as the official

Certificate

ITIL, PMP, CISSP, CCIE, MCSE, ISO20000

System &Tool

SD MSP, Glue, Atera, Site 24X7,Cloudberry

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IT SERVICE DELIVERY DASHBOARD

This section illustrate the performance of IT service delivery as-of June 2020 by presenting the statistics

Total Opened Tickets | 39450

As of July 2020, 39,450 IT request and incidents were handled by Brocent service desk. It includes the IT administration request, incident and problems, and new installation service.

Total Resolved Ticket | 39210

Among 39,450 inbound tickets, 39,210 tickets were resolved completely with the input of concrete worklog and signed-off service report. The resolutions were done either by remote sessions or onsite service.

SLA in Compliance | 96.8%

Each customer and IT project owns a SLA plan that defines the response time, and resolution time, that all are governed by Brocent Help Desk System. 96.8 % resolution and SLA compliance rate in July 2020.

Customer Satisfactory Level | 98%

Throughout the customer satisfactory survey, the survey system invites IT users to comment and score the service efficiency and quality in recent 2-3 weeks. 98% IT users are happy with Brocent responsive IT Service.