• Find out the answers of frequently asked questions

    IT SUPPORT - SERVICE &CONTRACT

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SERVICE Frequently Asked Questions

Simplify the business with BROCENT

Every single member from BROCENT family working with you presents responsive and stays in SOP Compliance

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SERVICE MANAGEMENT

This section presents the FAQ for various frequently asked questions and answers.


Customized Help Desk team using ITIL-based best practices, without capital investment, staff retention issues, trouble ticketing system or infrastructure requirements. Have your IT staff focus on your business issues while we support your end-users around the clock. 

Service Request
Service Window
Service Scope
Service Type &Qualification
Service Request
How can I request a service? 

Customer end user can always request for IT service by sending emails to it-service@brocent.com or call Toll free hotline (+86) 400-081-2026.

May we request for an immediate service support?

Brocent understands the emergency of IT incidents requires the immediate response, that is usually considered as Priority 1. Client may call our SDM or Account manager to initialize the service.

Service no response, how to escalate? 

BROCENT commits to deliver quality assured IT service. In the process of IT Service delivery, you may always escalate your service tickets to UST@brocent.com, or you may call your account manager.

Service Window
Is service available out of business hour?

Yes. If you are new to BROCENT, and needs our service urgently out of business hour, please send request to sales@brocent.com to activate your service account. 

サービスウィンドウ

BROCENT operates the service 24 hours, 7 days.

Normal Business Hours

BROCENT operates the service

Monday through Friday, 9 a.m. to 6 p.m.

Service Scope
What is your service coverage? 

BROCENT has service coverage in ASIA, which are China mainland, Hong Kong, Taiwan, Macau, Malaysia, Singapore, Japan, South Korea, India, Vietnam, Indonesia, Cambodia, Thailand, Australia, Laos, Myanmar, Philippines and so on.. 

Do you offer cloud service?

Yes, we provide the managed cloud design, implementation and support service, that covers cloud based wireless network, Azure AD, Office 365, HEXNODE, Ali Cloud, Cloud backup and so on.

Do you offer warehouse service?

Yes, we offer standard warehouse service in China mainland, Hong Kong, Malaysia, Singapore, Thailand and Japan. For those service request that needs hardware spare part, our warehouse in each service zones opens 24x7 as well.

What services do you mainly provide 

BROCENT's  main service offering is On-Site IT Support (include desktop, network and server support) , Wifi Survey, Data center survey and warehouse &spare part management.

Any other professional IT Service ?

BROCENT is also delivering service, i.e., IT New office setup, Wireless Survey, IT Relocation service and Data backup solution. You may consult our IT service offering accounts@brocent.com

Service Type &Qualification
How many types of services ?

Yes, most of our engineers speak English.

Are all your engineer speaking English?

Yes, most of our engineers speak English.

Are all your engineer speaking English?

Yes, most of our engineers speak English.

What is your available SLA? 

BROCENT delivers tailored service level agreement to fit for customer's requirements. Usually the standard SLA includes three components:

[1] Service Desk Response Time;

[2] Field Service Response Time;

[3] Problem Resolution Time


BROCENT commits the penalty and compensation solutions for customers for any service what is in violation with the agreed service level agreement. Learn More

COMMERCIAL

BROCENT currently operate 24×7 Help Desk centers in Beijing, Shanghai, Guangzhou and Hongkong that use ITIL compliant processes and advanced IT management toolsets. 


Over 90% of all Help Desk service calls are answered within 40 seconds (industry leading).  Our Help Desk teams are organized by customer, so they become familiar with your systems and your people. Incidents are resolved by our remote services team or an on-site visit by one of our experienced engineers. We’ve got you covered.

Contract
Rate
Invoice
Payment
Contract
What is the credit terms if we partnership?

BROCENT offer 30 days credit terms for new customers

Can you help issue VAT invoice? 

BROCENT is certified VAT TAX Payer, and is liable to issue the VAT invoice to customers.

Service Charge for Onsite Support

This is only applicable to TOKEN service. Each onsite service will consume Min. two tokens. After two hours, the service incremental of charge will be 60 minutes, while the tolerance is 10 minutes.

Contract Duration

For dedicated engineer service, the Min. period is one month. However, we also support master agreement to cover the needs of short-term contract.

Shall we sign master agreement?

Master Agreement governs the SOW, SLA, Escalation Matrix, Rate and Site List and so on. We encourage client to sign MSA with BROCENT, of course there is obligation at all.  All client under MSA will benefit from lower service rate and dedicate support teams.

Is it Min. 2 hours charge for remote support?

No. Min. charge is 0.5 hour for remote support.

Is it acceptable to offset the invoices for the mutual business?

Yes. We usually offset the bill with our oversea business partners. White label Service is usually delivered on behalf of counter-parties. 

Do you accept English contract in US Dollar currency? 

Yes, we support contract in both English and Chinese

Contract renewal or Suspension

Yes, usually the IT service contract is agreed with auto contract renewal based on the agreed term and conditions on the contract. Customer can suspend or change the service duration with notification in one month advance

Rate
How can we get your quote?

We have standard service for the service offers including Tokens, R-Tokens, Collocation service, and any other professional service. You may send email to accounts@brocent.com to consult more in detail.

Rate China Mainland for Ad-hoc?

It is USD 50 per hour 9am - 6pm. Min. two hours charged. Substantial 1 hour increments. Daily rate is USD 270

Do you offer warehouse service?

Yes, BROCENT offers warehouse and parts management service in most our premises.

Offer better price than Ad-hoc?

BROCENT is keen to setup long term business relationship with clients. Once master agreement is signed, BROCENT offers the tiered discount.


What is the standard Ad-hoc service rate in Hong Kong?

It is USD 60 per hour 9am - 6pm. Min. two hours charged. Substantial 1 hour increments. Daily rate is USD 380

What about charge for 2 hours 5 minutes in total

BROCENT offers 10 minutes tolerance time for each increments after initial 2 hours. That means we only charge 2 hours rate.

Rate Singapore for Ad-hoc?

It is USD 60 per hour 9am - 6pm. Min. two hours charged. Substantial 1 hour increments. Daily rate is USD 380

Invoice
Invoice Cycle for ADHOC service?

BROCENT shall submit the Service Report and get client's approval, then the PO based invoice will be issued.

Invoice for IT Service under MSA?

BROCENT engages with clients for long term support plan with Master Agreement governance. All client with MSA is entitled with benefit of Month End billing after service records validation.

What if there is mistake on Invoice?

Any mistakes on Invoice will be discussed, identified and agreed mutually, then BROCENT will issue the credit notes to client.

Can we centralize all contract and transaction in Hong Kong as it is free trade?

Definitely Yes. 

VAT Rate in Singapore?

It is 7%. it applies only when the contract and transaction happens in Singapore.

VAT Rate in China?

It is 6% for IT Service, and 13% for hardware &software trading.  And it applies only when the contract and transaction happens in China mainland.

Any VAT in Hong Kong?

No, it is free trade.

Any VAT in Japan?

Yes, it is 10% Tax. It applies only when the contract and transaction happens in Japan.

Payment
Payment term for hardware supply?

Advance payment is required upon the effectiveness of purchase order.

Payment term for software supply?

Advance payment is required upon the effectiveness of purchase order.

Payment term for cloud service?

Advance payment is required for cloud service subscription including cloud backup, antivirus, wireless, Office 365, AZURE ECS, AWS RDI and Ali Cloud service.

Payment term for Token Service?

30 days credit term upon PO

Payment term for FTE service?

30 days credit term upon PO

The best credit term is?

BROCENT offers the best credit term (45 - 60 days) only for the clients with good payment credit record in past 6 months.

CONTRACT

Term &Condition

INVOICE

Bill &Payment

IT SERVICE

SLA &Quality