Token Service
Pay-as-you-grow IT support — agree once, then no purchase order or contract for each job
Brocent Token Service gives you a block of IT support hours for remote support or on-site visits in 19 key markets, with other countries priced on the rates page. Pay up front, or pay monthly afterwards. Agree once, then use what you need, when you need it.
1 Token
= 1 hour of IT support time
1 Block
= 15 minutes (remote billing unit)
4 Blocks
= 1 Token (remote-to-token equivalent)
How It Works
Simple, transparent, on-demand
Purchase tokens
Buy a pack of 20, 30 or 50 hours, all at the same hourly price. Selected customers can be approved for postpaid: no prepayment, billed monthly at the prepaid rate plus 5%. Tokens do not expire within the contract term.
Submit a request
Send your service request to Brocent's Global Service Desk. Our team dispatches the right engineer — onsite or remote — based on your SLA.
Work gets done
Engineer arrives or connects remotely. Upon completion, a signed Service Call Report captures the start/end time and work performed.
Tokens deducted
Hours are deducted from your balance. You receive a weekly Token Balance Report so you always know exactly how many tokens remain.
Section 3
Price and Validity
Token Validity
- Validity period No expiry within the contract term
- Unused balance Stays in your balance for the whole contract term
- Packs 20, 30 or 50 hours, all at the same hourly price
- Minimum per visit 2 hours on site
- Zone scope Tokens work in every service zone and are deducted at the rate of the region where you signed your agreement
Where to find prices
- Token packs Prepaid pack prices for the 19 key markets in local currency, and the hourly rate for every other country in USD. Token Service pricing →
Tokens work in any service zone and are deducted at the rate of the region where you signed your agreement. The rates page shows the same Token Service for every country; the only difference between prepaid and postpaid is when you pay (postpaid is opened by approval, for selected customers).
Procedure of Using Token Service
Submit a service request
IT users send an email to the BROCENT Global Service Desk describing the issue or work required, along with the service level (next business day, or same day when ordered before 15:00 local time). The helpdesk executive logs the ticket and determines the appropriate dispatch type.
Engineer dispatched
The helpdesk dispatches an onsite or remote engineer based on the agreed SLA constraints. Note: there are two service levels, next business day and same day. For same-day arrival, place the request before 15:00 local time; a later request counts as the next day.
Work performed & signed off
The engineer performs the work and completes an IT Service Report that captures: start time, completion time, and a description of the work performed. This report must be signed off by the client's authorised representative.
Token deduction & balance report
Based on the signed Service Report, the helpdesk deducts the corresponding hours from the client's token balance. A Token Balance Report is sent to the client on a weekly basis so the remaining balance is always visible.
SLA cutover reminder: Same-day arrival needs the request before 15:00 local time. A later request counts as the next day (next business day).
Service Level Options
Choose the service level that fits your urgency
Next business day
Standard · arrival on the next business day
Level 2 and level 3 engineers use more hours per hour of work; the ratio for each country is on the rates page.
Same day
Order before 15:00 local time · arrival the same day
The same-day ratio differs by country and is shown on the rates page.
Prepaid vs postpaid
One Token Service, two ways to pay
Token Service covers remote support and on-site visits, the same way everywhere. Prepaid: buy a pack of 20, 30 or 50 hours at one hourly price. Postpaid, opened by approval for selected customers: the same service with no prepayment, billed monthly at the prepaid rate plus 5%. Either way you agree once, and later requests need no new purchase order or contract. The table shows the 2-hour on-site visit, which is the minimum, in the 19 key markets.
| Market | 2-hour on-site visit, prepaid | Same visit, postpaid | Postpaid adds |
|---|---|---|---|
| Hong Kong | HK$1,086 | HK$1,140 | +5% |
| Mainland China | RMB¥758 | RMB¥796 | +5% |
| Taiwan | NT$4,562 | NT$4,790 | +5% |
| Singapore | S$178 | S$188 | +5% |
| Australia | A$232 | A$244 | +5% |
| Japan | ¥35,800 | ¥37,600 | +5% |
| South Korea | ₩264,000 | ₩278,000 | +5% |
| Macau | MOP 968 | MOP 1,018 | +5% |
| Thailand | ฿3,926 | ฿4,122 | +5% |
| Vietnam | ₫2,558,000 | ₫2,686,000 | +5% |
| Malaysia | RM504 | RM528 | +5% |
| Indonesia | Rp1,630,000 | Rp1,710,000 | +5% |
| United Kingdom | £140 | £148 | +5% |
| United States | US$189.00 | US$198.46 | +5% |
| Mexico | MX$2,152 | MX$2,260 | +5% |
| United Arab Emirates | AED 606 | AED 636 | +5% |
| India | ₹4,508 | ₹4,734 | +5% |
| Germany | €154 | €162 | +5% |
| Brazil | R$624 | R$656 | +5% |
Level 1 engineer, next business day, business hours. Prepaid is the hourly rate for 2 hours. Postpaid (by approval, for selected customers) is the prepaid rate plus 5%, billed monthly. Other countries are on the rates page.
Prepaid
- Packs of 20, 30 or 50 hours, all at the same hourly price
- One balance for on-site and remote support, plus temporary technical work across different skills
- We keep your IT configuration on record — devices, network, accounts and settings — so each job starts from your setup
- Agreed once, so work starts right away under your service level, with no new purchase order or contract each time
- Tokens do not expire within the contract term
- A signed service report after every job, a weekly balance report and a low-balance alert
Key markets
- Hong Kong
- Mainland China
- Taiwan
- Singapore
- Australia
- Japan
- South Korea
- Macau
- Thailand
- Vietnam
- Malaysia
- Indonesia
- United Kingdom
- United States
- Mexico
- United Arab Emirates
- India
- Germany
- Brazil
Postpaid
- —The same service, engineers and service levels as prepaid
- —The prepaid hourly rate plus 5%, billed monthly after the work
- —No prepayment and no balance to manage
- —Agreed once, with no purchase order or contract for each job
- —A 2-hour minimum for each on-site visit, as with prepaid
Only need remote support? Choose a monthly Essentials plan. Need engineers on site, or extra hands for a while? Use Token Service. See the monthly plans →
Billing Rules
Transparent, time-based billing
Onsite Support — minimum 1 hour increment
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Working hours (09:00–18:00, Mon–Fri)
Minimum (first 2 hrs): 2 tokens — Additional: 1 token
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Evening (18:00–22:00, Mon–Fri)
Minimum (first 2 hrs): 3 tokens — Additional: 1.5 tokens
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Late night / weekends (22:00+ or any time Sat–Sun)
Minimum (first 2 hrs): 4 tokens — Additional: 2 tokens
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Public holidays (any time)
Minimum (first 2 hrs): 6 tokens — Additional: 3 tokens
Remote Support — minimum 15-minute increment (blocks)
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Working hours (09:00–18:00, Mon–Fri)
Minimum (first 30 min): 2 blocks — Additional: 1 block
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Evening (18:00–22:00, Mon–Fri)
Minimum (first 30 min): 3 blocks — Additional: 2 blocks
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Late night / weekends (22:00+ or any time Sat–Sun)
Minimum (first 30 min): 4 blocks — Additional: 2 blocks
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Public holidays (any time)
Minimum (first 30 min): 6 blocks — Additional: 3 blocks
Additional charges
Heavy part transport
Engineer carries server, Cisco device, or large spare — 1 extra token
Night travel surcharge
18:00–21:00 dispatch — max. 2 tokens total
Travel
Within 30 km: no travel fee | 30–50 km: add 2 hours | over 50 km: quoted separately. Please give a detailed site address
Domestic logistics
Parts courier between warehouses — 1 token per shipment
Warehouse storage
<1 month: free | >1 month: 1 token/month (per 1 m³)
Cancellation fee
Ticket cancelled <24 hours before scheduled time — 2 tokens
Price Assumptions & Terms
Commercial terms behind every quote
All pricing provided by Brocent is governed by the following assumptions. These apply to dispatch, managed services, and project engagements unless otherwise stated in the Statement of Work.
View all 50 price assumptions & commercial terms
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1. Currency & Taxes
All prices exclude tax. They are shown in local currency in the 19 key markets and in USD for other countries; local tax is added where it applies.
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2. Annual FTE Cost
Annual Rate is discounted cost, applicable only for a minimum 12-month contract.
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3. Freelance Model
All FTE or PTE recruited by Brocent and its vendors are freelancers under a Contractor Model. No FTE will be directly employed on company payroll unless explicitly stated. For payroll/direct employment, cost will be uplifted per local country law, approximately 40–50% of the monthly cost.
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4. Language Proficiency
Workers dispatched to customer site will be Intermediate Bilingual level. A 5% markup applies for Native or equivalent language proficiency requirements.
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5. FTE Backfill
Backfill support is provided on NBD SLA for all unplanned leaves; SBD support on best-efforts basis. Maximum 2 backfills against 1 primary FTE.
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6. Backfill Only Support
The standard hourly rate applies. Knowledge Transfer is not included and will be charged extra at the hourly rate. Minimum 2 resources must be onboarded to maintain engineer availability.
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7. Backfill KT
Pro-rata FTE daily rate applies for FTE Backfill Knowledge Transfer.
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8. Additional Backfill Resource Support
Ad Hoc FTE Project Day Rate applies where backfill is required onsite alongside the primary engineer to perform additional work.
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9. Cost of Living Adjustment
COLA must apply for resources serving ≥2 years; minimum 3% or as per local country inflation rate.
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10. Severance Charge
For any direct employment by Brocent or its vendor, including rehire and rebadge, severance charge applies per local country law in case of early termination.
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11. Background Check
No detailed 3rd-party background verification (BGV) is factored into the cost. Cost for BGV is separate.
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12. Volume Forecast
Device count and AFM must be provided for every new deal/project to foresee expected volume at each work location.
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13. Hourly Rate
The hourly rate includes travel within 30 km. Within 30 km no travel fee applies; 30–50 km adds 2 hours; beyond 50 km is quoted separately, and a detailed address is required.
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14. Additional Hour (T&M)
Hourly rate charged for every extra hour spent beyond the completion of the minimum dispatch hours.
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15. Travel Charge
Beyond 50 km from the Central Business Area, travel is quoted separately, or charged on actuals per agreement in the SOW.
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16. Scheduled Half Day & Full Day
Half Day: 1 day notice required. Full Day: 2 days notice required to schedule engineer.
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17. Dispatch Cut-off Time
There are two service levels: next business day, and same day. For same-day arrival the request must be placed before 15:00 local time; a later request counts as the next business day.
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18. Minimum Dispatch Hours
Minimum pre-planned hours that will be charged for an onsite activity.
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19. Increment Time
Onsite time beyond the 2-hour minimum is rounded up to the next full hour. Remote support is billed in 15-minute blocks.
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20. After Hours Multiplier
Evenings (18:00–22:00, Mon–Fri) are charged at 1.5 times the hourly rate.
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21. Late Night, Weekend & Public Holiday Multiplier
Late nights (22:00+) and weekends are charged at 2 times the hourly rate; public holidays at 3 times.
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22. Additional MAC Support
For MAC support alongside EUC, cost must be uplifted by 20%.
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23. Smart Hands
For EUC with added Smart Hands scope, 10% additional charge applies over standard cost.
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24. Ticket Cancellation Policy
(a) Cancelled within 24 hours of the visit: 2 tokens are deducted. (b) Scheduled event cancelled more than 24 hours ahead: not billable. (c) Cancellation within 24 hours of a multi-day activity: 1st day is billable. (d) Cancellation during planned activity: full schedule or next two days, whichever is less.
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25. 24×7 Support (Standby Fee)
Standby (Retainer) fee applies for Named/Registered Technician Account.
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26. 24×7 Support (No Standby Fee)
Minimum 4 hours will be billed for any activity of lesser duration, apart from the standard multiplier.
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27. Labour Only Model
A labour-only model has been assumed. Parts, hardware, and tooling are not included unless specified.
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28. Incumbent Hire
Any FTE rehires are priced separately on a case-by-case basis, subject to providing complete requirements to the Procurement Team.
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29. Un-Named Dispatch Model
All dispatch services are based on un-named resources, unless otherwise specified in the requirements.
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30. Standard Working Hours
Regular operating hours for each country are 09:00–18:00 local time, Monday to Friday.
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31. L1 (Level/Band 1)
Basic support for individual users. Resource experience: 2–4 years.
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32. L2 (Level/Band 2)
Advanced troubleshooting and problem-solving. Resource experience: 4–7 years.
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33. L3 (Level/Band 3)
Complex technical issues and system optimisation. Resource experience: 8+ years.
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34. Pricing T&Cs
Pricing is applicable exclusively for RFI, RFQ, and RFP processes, and is subject to change based on solutioning, due diligence, and contractual terms.
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35. Custom Pricing
Prices are for standard service only. TUPE/ARD is not included and evaluated case by case. Transition, Governance, and EDI costs are not included.
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36. FX Variance
Prices may fluctuate by 3–5% in the event of a change in the FX conversion ratio.
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37. Tool Requirement
Onsite engineers carry only a standard set of basic tools. Any specific tools will be purchased or rented and charged back to the customer with prior written approval.
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38. Consumables & Small Parts
Unless specified in the SOW, small consumables (Velcro ties, labels, patch leads, rack screws) are not included in the quote. These items will be charged at cost plus a 15% handling fee, or deducted as miscellaneous tokens.
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39. Packaging & E-Waste
On-site engineers will tidy the immediate work area. Large packaging (pallets/crates) removal and certified e-waste disposal are not included and require separate quotation.
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40. Reimbursable Expenses
Out-of-pocket expenses such as parking, tolls, or public transport beyond the 50 km radius — where not covered by the travel allowance — will be charged at actual cost.
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41. Site Induction & Safety Briefing
Time spent by engineers on mandatory site safety training, briefings, or routine site orientation is billed at the standard hourly rate.
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42. Wait Time / Site Not Ready
If an engineer is unable to begin work within 30 minutes of arrival due to site access issues (no escort, no pass, site not ready), billing starts automatically from the scheduled start time.
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43. On-site Network Access
The customer must provide adequate network connectivity (guest Wi-Fi or 4G/5G) required for the engineer to communicate with the global service desk or use remote tools.
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44. Advanced Documentation
Standard 'Service Dispatch Report' is included. Requests to update As-Built drawings, network topology diagrams, or detailed inventory spreadsheets will be billed as additional L2/L3 technical hours.
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45. Administrative Account Management
Customers requiring a dedicated Service Delivery Manager (SDM) or monthly governance meetings may incur a fixed monthly 'management token' charge.
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46. Minimum Ticket Billing
Remote support has a 30-minute minimum (2 blocks), then 15-minute blocks.
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47. Health & Safety (PPE)
Standard PPE (hi-vis vest, safety boots, etc.) is included. Specialist PPE (arc flash protection, cleanroom suits, climbing harness) must be supplied by the customer or will incur additional rental costs.
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48. Two-Person Lift Requirement
Hardware weighing over 25 kg (55 lbs) must be handled by two people in compliance with safe handling regulations. Double tokens will be deducted during the move/installation period.
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49. Remote Site Allowance
For overnight dispatch assignments (>200 km from a technical centre), a fixed per diem token will be charged in addition to hotel costs to cover meals and incidentals.
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50. Data Loss & Backup
The customer must have a valid backup of all data before the engineer begins work. Brocent accepts no liability for any data loss occurring during hardware replacement or troubleshooting.
Ready to get started with Token Service?
Contact our team to get a token price book for your region. We'll help you choose the right SLA plan and token volume for your business.
Get a quote