Commercial Terms
Price Assumptions & Commercial Terms
All pricing provided by Brocent — for dispatch, token service, managed IT services, and project engagements — is governed by the following 50 assumptions. These terms apply unless otherwise stated in an agreed Statement of Work (SOW).
Last updated: February 2026 · All rates are exclusive of applicable local taxes unless stated otherwise · Prices subject to change; formal quotation required for binding commitment.
#1–12
General Pricing Assumptions
| # | Category | Description |
|---|---|---|
| 1 | Currency & Taxes | All costs are in USD and inclusive of all taxes, except China Mainland, Singapore, Taiwan, India, and Japan. All contracts from HK are tax inclusive. |
| 2 | Annual FTE Cost | Annual Rate is discounted cost, applicable only for a minimum 12-month contract. |
| 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. |
| 4 | Language Proficiency | Workers dispatched to customer site will be Intermediate Bilingual level. A 5% markup applies for Native or equivalent language proficiency requirements. |
| 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. |
| 6 | Backfill Only Support | Full Day Dispatch rate applies. Knowledge Transfer is not included and will be charged extra on Dispatch rate. Minimum 2 resources must be onboarded to maintain engineer availability. |
| 7 | Backfill KT | Pro-rata FTE daily rate applies for FTE Backfill Knowledge Transfer. |
| 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. |
| 9 | Cost of Living Adjustment | COLA must apply for resources serving ≥ 2 years; minimum 3% or as per local country inflation rate. |
| 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. |
| 11 | Background Check | No detailed 3rd-party background verification (BGV) is factored into the cost. Cost for BGV is separate. |
| 12 | Volume Forecast | Device count and AFM must be provided for every new deal/project to foresee expected volume at each work location. |
#13–26
Dispatch & T&M Rates
| # | Category | Description |
|---|---|---|
| 13 | 1st Hour Rate | The 1st Hour rate includes travel cost up to 40 km within Metro/CBD area. |
| 14 | Additional Hour (T&M) | Hourly rate charged for every extra hour spent beyond the completion of the minimum dispatch hours. |
| 15 | Travel Charge | Beyond 40 km from the Central Business Area, or for remote locations, travel cost will be added separately, or charged on actuals per agreement in the SOW. |
| 16 | Scheduled Half Day & Full Day | Half Day: 1 day notice required. Full Day: 2 days notice required to schedule engineer. |
| 17 | Dispatch Cut-off Time | Cut-off for SBD4H is 11:00 local time; for NBD, cut-off is 14:00 local time. |
| 18 | Minimum Dispatch Hours | Minimum pre-planned hours that will be charged for an onsite activity. |
| 19 | Increment Time | Time spent onsite beyond the minimum pre-planned hours is rounded to the 30-minute window. |
| 20 | After Hours Multiplier | Out-of-office hours charged at 150% uplift of hourly rate, post normal working hours on business days. |
| 21 | Weekend & Public Holiday Multiplier | Weekend and holiday support charged at 200% of the agreed rate. |
| 22 | Additional MAC Support | For MAC support alongside EUC, cost must be uplifted by 20%. |
| 23 | Smart Hands | For EUC with added Smart Hands scope, 10% additional charge applies over standard cost. |
| 24 | Ticket Cancellation Policy | (a) SBD4H & SBD: cancellation is billable in full for activity pre-planned hours. (b) NBD cancelled within 24 hours: billable in full. (c) Scheduled event cancelled before 24 hours: not billable. (d) Cancellation within 24 hours of multi-day activity: 1st day is billable. (e) Cancellation during planned activity: full schedule or next two days, whichever is less. |
| 25 | 24×7 Support (Standby Fee) | Standby (Retainer) fee applies for Named/Registered Technician Account. |
| 26 | 24×7 Support (No Standby Fee) | Minimum 4 hours will be billed for any activity of lesser duration, apart from the standard multiplier. |
#27–37
Service Model & Resources
| # | Category | Description |
|---|---|---|
| 27 | Labour Only Model | A labour-only model has been assumed. Parts, hardware, and tooling are not included unless specified. |
| 28 | Incumbent Hire | Any FTE rehires are priced separately on a case-by-case basis, subject to providing complete requirements to the Procurement Team. |
| 29 | Un-Named Dispatch Model | All dispatch services are based on un-named resources, unless otherwise specified in the requirements. |
| 30 | Standard Working Hours | Regular operating hours for each country are 09:00–18:00 local time, Monday to Friday. |
| 31 | L1 (Level/Band 1) | Basic support for individual users. Resource experience: 2–4 years. |
| 32 | L2 (Level/Band 2) | Advanced troubleshooting and problem-solving. Resource experience: 4–7 years. |
| 33 | L3 (Level/Band 3) | Complex technical issues and system optimisation. Resource experience: 8+ years. |
| 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. |
| 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. |
| 36 | FX Variance | Prices may fluctuate by 3–5% in the event of a change in the FX conversion ratio. |
| 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. |
#38–40
Logistics & Materials
| # | Category | Description |
|---|---|---|
| 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. |
| 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. |
| 40 | Reimbursable Expenses | Out-of-pocket expenses such as parking, tolls, or public transport beyond the 40 km metro radius — where not covered by the 1st-hour travel allowance — will be charged at actual cost. |
#41–43
Site Access & Preparation
| # | Category | Description |
|---|---|---|
| 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. |
| 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. |
| 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. |
#44–46
Administration & Reporting
| # | Category | Description |
|---|---|---|
| 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. |
| 45 | Administrative Account Management | Customers requiring a dedicated Service Delivery Manager (SDM) or monthly governance meetings may incur a fixed monthly 'management token' charge. |
| 46 | Minimum Ticket Billing | All remote support requests are billed in 15-minute increments, regardless of whether the issue is resolved in less than 15 minutes. |
#47–49
Personnel & Safety
| # | Category | Description |
|---|---|---|
| 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. |
| 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. |
| 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. |
#50–50
Legal & Risk
| # | Category | Description |
|---|---|---|
| 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. |
Important Notice
These price assumptions are indicative guidelines for RFI, RFQ, and RFP processes only. All formal engagements are governed by a separately agreed Statement of Work (SOW) or Master Services Agreement (MSA). Brocent reserves the right to update these assumptions at any time. Please contact your account manager or request a formal quote for binding commercial terms.