From helpdesk tickets to on-site emergencies, Brocent's global IT support team keeps your business running with minimal downtime. P1 first response in 15 minutes, 4-hour onsite SLA, and NBD delivery for standard requests — across 100+ countries.
サービス内容
Multi-lingual Helpdesk
Round-the-clock helpdesk support in English, Mandarin, Cantonese, Japanese, and more — handling tickets via email, phone, or your existing ITSM platform (ServiceNow, SDP, Jira).
Global On-site Dispatch
2,500+ registered field engineers across 100+ countries. 4-hour emergency onsite SLA and NBD delivery for standard requests — wherever your offices are.
Remote Support & Monitoring
Secure remote tools (ATERA, Zoho) for fast diagnosis and resolution without a site visit. Most EUC issues resolved remotely within 2 hours.
SLA-backed Response
Clearly defined P1–P5 priority tiers: 15-minute first response for P1/P2, 30-minute for P3. Monthly reporting, service reviews, and escalation matrix for full accountability.