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Frequently asked questions
Everything you need to know about Brocent's IT services, contracts, SLAs, pricing — and security. Can't find what you're looking for? Contact our team.
Cybersecurity & IT Security
FeaturedWhat we check
What does a Microsoft 365 security audit actually check?
We review Entra ID identity & MFA posture, conditional access policies, privileged role assignments, app permissions, and Intune device compliance — mapped against the CIS Microsoft 365 Benchmark, not just your Secure Score. See M365 Security Audit pricing →
How often should we run phishing simulations?
Quarterly is the effective baseline for most SMEs; higher-risk teams (finance, HR) benefit from monthly campaigns. Our Security Awareness Starter runs either cadence, managed for you. See Security Awareness Starter pricing →
What's the difference between vulnerability scanning and a penetration test?
A scan finds and lists known vulnerabilities across your assets; a pentest has a human actively try to exploit them. Most SMEs should run managed scanning continuously and reserve pentests for compliance-driven or high-risk moments. See Vulnerability Scanning pricing →
Do you patch third-party software, or just Windows updates?
Both. Patch Management Essentials covers OS-level updates and commonly-exploited third-party software (browsers, Java, Adobe, etc.), with a monthly compliance report — most self-run tools only handle OS patching well. See Patch Management pricing →
Is remediation included, or do you just hand us a report?
Every audit and scan ships with a prioritised, severity-ranked remediation roadmap and a debrief call, not just a raw findings dump. Hands-on remediation work itself is scoped separately if you want us to execute the fixes rather than your own IT team. See M365 Security Audit pricing →
Pricing, payment & getting started
How much does this cost, and do we pay anything upfront?
Every security service has a published, fixed price by team size — no "send us your user count for a quote" required. The Security Starter Bundle runs US$399–1,290/mo across three bands (up to 25 / 26–75 / 76–150 users); the Quick Security Check one-time audit runs US$800–2,200 across the same bands. Above 150 users, pricing moves to a tailored quote. Recurring packages bill NET 30 from signing, the same terms as our existing managed-IT contracts. See all security pricing →
How long until we get our first report?
An M365 audit report is typically delivered 5–7 business days after kickoff; a first vulnerability scan completes within 3–5 business days of access being granted. The Security Starter Bundle's full programme (audit, scan, patch agents, and phishing campaign) is live within 3–4 weeks of signing. See the full buyer journey →
What do we need to do on our side to get started?
One technical point of contact, ~15 minutes to grant Microsoft 365 read-only access, an endpoint list for patching, and an employee list for phishing training. That's materially less setup than self-running Qualys, KnowBe4 or Automox yourself. See what's included in the Bundle →
Can we buy just one service, or do we have to take the whole bundle?
Either. M365 Audit, Vulnerability Scanning, Security Awareness Starter and Patch Management Essentials are all sold standalone with their own fixed pricing — the Bundle exists because buying all four together costs less than the sum of the parts, not because it's required. Compare individual services →
Scope, support & limitations
Is this an onsite service, or remote only?
Remote only — the audit, scanning, phishing training and patch agents are all delivered without a site visit, the same way Action1, Qualys and KnowBe4 operate. If you need physical/onsite work, that's our separate on-site IT dispatch service, quoted independently. See on-site IT dispatch →
Is there a money-back guarantee?
No. These are professional-services engagements — an audit is delivered, a scan runs, a training campaign is sent — not a software trial you can return. You can review a sample report before you buy to know exactly what you're getting.
What technical support comes with the service?
Business-hours email/ticket support from a named engineer, under our standard SLA tiers (P2 ≤ 1 hour, P3 ≤ 4 business hours first response). This covers questions about your findings and report — it isn't 24×7 emergency incident response, which is part of our Managed IT plans. See our SLA →
Does the price cover fixing the issues we find (remediation)?
No. The price covers the audit/scan/training/patching and a prioritised roadmap. Hands-on remediation — us doing the fixes rather than your own team — is scoped and quoted as a separate line item.
Can we get a custom report format, or is it standard?
Standard format only — the same structure every time (risk score, executive summary, per-module findings, remediation roadmap, trend line), delivered online, as PDF and as Excel. We don't white-label or restructure reports per client.
Where can I see a sample report before buying?
A redacted sample of the standard report — the same one produced by our FINOS IT Security Auditor engine — is linked from every security pricing page, so you can see exactly what you'll receive before signing. View a sample report →
Service Requests
How can I request a service?
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.
Can we request immediate support for urgent incidents?
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.
What if there is no response to my ticket — how do I escalate?
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.
Service Windows
Is service available outside of business hours?
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.
What are the standard service windows?
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.
Service Coverage & Scope
What countries do you cover?
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.
Do you provide cloud services?
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.
Do you offer warehouse and hardware spare parts services?
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.
What are your main service categories?
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).
Do all your engineers speak English?
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.
SLA & Quality
What SLA options do you offer?
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.
What happens if you miss an SLA commitment?
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.
Contracts & Pricing
What is the credit term for new clients?
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.
Can you issue VAT invoices?
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.
What is the minimum engagement for dedicated engineer (FTE) service?
The minimum period for a dedicated FTE engineer is one month. We also support short-term engagement under a Master Service Agreement.
What is the minimum charge for remote support?
The minimum charge for remote support is 0.5 hours.
What are the standard ad-hoc on-site rates?
Indicative 2026 business-hours on-site rates (per mid-level engineer, same-business-day response), fully loaded — first hour / additional hour / full day: mainland China USD 79 / 71 / 315; Hong Kong USD 94 / 79 / 440; Singapore USD 94 / 71 / 370; Japan USD 142 / 110 / 629; Taiwan USD 102 / 79 / 409; India USD 35 / 19 / 71. Minimum 2 hours per visit, with a 10-minute tolerance per increment thereafter. After-hours: evening/night ×1.5, weekend/public holiday ×2; rates also scale by engineer skill level (L1–L3) and SLA tier. These fully-loaded rates already absorb local cost-of-living, bilingual and qualified engineers, training and resource-qualification effort, cross-border banking, FX and double-taxation handling, credit-term financing cost, and 24×7 service-desk coordination overhead — and fall significantly at higher service volumes as that management overhead is shared across more work. Figures are indicative only; contact the Brocent sales team for a firm quote.
Do you support English contracts and USD billing?
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.
Can contracts auto-renew?
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.
Do you price-match or beat quotes from other providers?
Our published Managed IT rates already run 20–70% below typical published Hong Kong and Singapore market ranges. For Enterprise and other custom-scoped deals, show us a comparable like-for-like quote from a licensed regional MSP and we'll beat it by at least 10%. See current plan pricing.
Token Service
How does the Token Service work?
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.
What is the payment term for Token Service?
30 days credit term upon purchase order. Tokens do not expire within the contract validity period.
What is the minimum token purchase and how long are they valid?
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.
Which service types can tokens be used for?
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.
How is on-site billing calculated for Token Service?
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.
Can Token Service be used across multiple countries under one agreement?
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.
For Small & Growing Businesses
IT budget under $50,000? There's a dedicated guide for you.
Our SME Buyer's Guide covers flexible Token Service packages, no-contract options, and 10 plain-language Q&As tailored for IT managers at growing companies.
Still have questions?
Our team is here to help. Send us a message and we'll get back to you within one business day.