Token Service
Pay-as-you-grow IT support — no contract, no commitment
Brocent Token Service gives you a pre-purchased block of IT support hours usable on demand — onsite or remote — across 100+ countries. 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 block of tokens in advance for each zone you need. Minimum 20 tokens per zone. Valid for 1 year with a 6-month carry-forward option.
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 1 year from date of purchase, per zone
- Carry-forward Extended 6 months upon reasonable written request
- Minimum purchase 20 tokens per zone (minimum order)
- Zone scope Tokens are zone-specific and non-transferable between zones
Pricing Disclaimer
All rates shown are indicative reference prices for Level 1 EUC (End-User Computing) dispatch, NBD (Next Business Day), standard 9×5 coverage (Mon–Fri, 09:00–18:00).
- •Prices are denominated in USD and may be updated without prior notification.
- •Actual pricing depends on talent level (L1/L2/L3), SLA tier, coverage window, and contractual terms.
- •1st Hour rate includes travel within 40 km of Metro/CBD. Additional hours are pure labour.
- •FX variance of ±3–5% may apply. See Price Assumptions for full T&Cs.
Global Dispatch Reference Rates — EUC L1 · NBD · 9×5 · All prices USD
| Country | 1st Hour (USD) | Country | 1st Hour (USD) | ||
|---|---|---|---|---|---|
| Asia Pacific | |||||
| Australia | $72 | Malaysia | $65 | ||
| Bangladesh | $33 | New Zealand | $98 | ||
| Brunei | $52 | Pakistan | $26 | ||
| China | $65 | Philippines | $52 | ||
| Hong Kong | $98 | Singapore | $85 | ||
| India | $16 | South Korea | $98 | ||
| Indonesia | $46 | Taiwan | $91 | ||
| Japan | $130 | Thailand | $65 | ||
| Vietnam | $46 | ||||
| Europe & Middle East / Africa | |||||
| Austria | $104 | Ireland | $122 | ||
| Bahrain | $104 | Italy | $104 | ||
| Belgium | $124 | Kenya | $85 | ||
| Bulgaria | $107 | Poland | $100 | ||
| Czech Republic | $93 | Qatar | $117 | ||
| Denmark | $157 | Saudi Arabia | $91 | ||
| Finland | $157 | South Africa | $59 | ||
| France | $130 | Turkey | $98 | ||
| Germany | $114 | United Kingdom | $143 | ||
| Greece | $72 | Hungary | $72 | ||
| Iceland | $143 | ||||
| Americas | |||||
| Brazil | $88 | Canada | $85 | ||
| Chile | $82 | USA | $104 | ||
Source: EUC L1 · NBD · 9×5 dispatch rates. 1st Hour includes travel within 40 km Metro/CBD area. Add'l Hour = each hour beyond the minimum dispatch. After-hours, weekend, and public holiday multipliers apply — see billing section. Prices subject to change without prior notification. Minimum 20 tokens per zone.
Looking for token package bundles (Starter/Business/Pro/Enterprise) and bundle savings by country? See token bundle pricing on the Pricing page →
Available Zones (Token Zones) — Worldwide Tier 1 Coverage
Greater China & North Asia
-
China Mainland
Beijing · Shanghai · Guangzhou · Shenzhen · Chengdu · Hangzhou
-
Hong Kong SAR
Hong Kong (Central, Kowloon, NT)
-
Taiwan
Taipei · Taichung · Kaohsiung
-
Japan
Tokyo · Osaka · Nagoya · Fukuoka · Yokohama
-
South Korea
Seoul · Busan · Incheon
Southeast Asia & South Asia
-
Singapore
Singapore (City · Jurong · Changi)
-
Malaysia
Kuala Lumpur · Penang · Johor Bahru
-
Thailand
Bangkok · Chiang Mai
-
Vietnam
Ho Chi Minh City · Hanoi
-
Indonesia
Jakarta · Surabaya · Bali
-
Philippines
Manila · Cebu
-
India
Mumbai · Delhi · Bangalore · Chennai · Hyderabad · Pune
-
Australia
Sydney · Melbourne · Brisbane · Perth
-
New Zealand
Auckland · Wellington
Europe
-
United Kingdom
London · Manchester · Edinburgh · Birmingham
-
France
Paris · Lyon · Marseille
-
Germany
Frankfurt · Munich · Berlin · Hamburg · Düsseldorf
-
Netherlands
Amsterdam · Rotterdam · The Hague
-
Switzerland
Zurich · Geneva · Basel
-
Sweden
Stockholm · Gothenburg
-
Denmark
Copenhagen
-
Norway
Oslo · Bergen
-
Finland
Helsinki
-
Belgium
Brussels · Antwerp
-
Austria
Vienna · Graz
-
Spain
Madrid · Barcelona · Valencia
-
Italy
Milan · Rome · Turin
-
Ireland
Dublin · Cork
-
Poland
Warsaw · Kraków · Wrocław
-
Czech Republic
Prague · Brno
-
Portugal
Lisbon · Porto
-
Hungary
Budapest
-
Romania
Bucharest · Cluj-Napoca
-
Luxembourg
Luxembourg City
Americas & Middle East / Africa
-
USA
New York · Los Angeles · Chicago · San Francisco · Dallas · Miami · Seattle · Boston · Houston · Atlanta
-
Canada
Toronto · Vancouver · Montreal · Calgary
-
Mexico
Mexico City · Monterrey · Guadalajara
-
Brazil
São Paulo · Rio de Janeiro · Brasília
-
Colombia
Bogotá · Medellín
-
Argentina
Buenos Aires · Córdoba
-
Chile
Santiago
-
UAE
Dubai · Abu Dhabi
-
Saudi Arabia
Riyadh · Jeddah · Dammam
-
Israel
Tel Aviv · Jerusalem
-
South Africa
Johannesburg · Cape Town · Durban
-
Egypt
Cairo · Alexandria
Additional cities and countries available on request via Brocent's global partner network (100+ countries). Tokens are zone-specific and non-transferable between zones. Minimum 20 tokens per zone applies independently.
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 urgency level (SLA tier). 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: the SLA cutover time for Same Business Day (SBD) is 3:00 PM. Any request received after 3:00 PM is treated as Next Business Day (NBD).
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: The cutover time for Same Business Day (SBD) SLA is 3:00 PM local time. Any service request received after 3:00 PM will be treated as a Next Business Day (NBD) request.
Service Level Options
Choose the SLA that fits your urgency
Normal Business Hours (NBH)
8 hours × 5 days · Next business day onsite response
Note: SLA cutover time is 3:00 PM. Requests received after 3 PM are treated as NBD.
24×7 Emergency Support
24 hours × 7 days · 4-hour onsite response
For non-urgent requests, scheduling 1–7 days in advance ensures the best-qualified engineer assignment.
Billing Rules
Transparent, time-based billing
Onsite Support — minimum 1 hour increment
| When | Minimum (first 2 hrs) | Additional |
|---|---|---|
| Working hours (09:00–18:00, Mon–Fri) | 2 tokens | 1 token |
| Evening (18:00–22:00, Mon–Fri) | 3 tokens | 1.5 tokens |
| Late night / weekends (22:00+ or any time Sat–Sun) | 4 tokens | 2 tokens |
| Public holidays (any time) | 6 tokens | 3 tokens |
Remote Support — minimum 15-minute increment (blocks)
| When | Minimum (first 30 min) | Additional |
|---|---|---|
| Working hours (09:00–18:00, Mon–Fri) | 2 blocks | 1 block |
| Evening (18:00–22:00, Mon–Fri) | 3 blocks | 2 blocks |
| Late night / weekends (22:00+ or any time Sat–Sun) | 4 blocks | 2 blocks |
| Public holidays (any time) | 6 blocks | 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
Remote site travel
<30 km: 1 token | 30–50 km: 2 tokens (max. 2 per visit)
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
| # | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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.
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