• Service Level Agreement - A Commitments of Service Quality &ROI
Service Level Agreement - A Commitments of Service Quality &ROI
brocent customer service

Service Level Agreement (SLA)

BROCENT can provide flexible SLAs. Coverage window, intervention and repair time can be updated whenever your business needs change, and you require other levels of services. BROCENT Help Desk engineers are available 24 x 7 x 365. You can open a trouble ticket either by phone or by email.

You can create your tailored SLA based on your specific needs and budget, or use one of our common SLAs:

TELEPHONE/EMAIL RESPONSE TIME

Response time refers to how quickly Brocent will respond to a technical issue being raised via phone, email or other methods. Response times may refer to how quickly to reply to an email, or call back to respond to a voicemail message.

For example, if operating hours are 9am to 5pm, Monday to Friday, and call is logged at 4.55PM on a Friday evening, then a response to this at 9.05AM on the following Monday morning is a ten-minute response time – rather than three days!

Based on the statement of working time in the SECTION 4, BROCENT delivers the 30 Minutes’ Response Time to client. Once received the request from customers, BROCENT help desk will manage to clarify the scope of work of the requested service intervention. Once it is clarified, BROCENT help desk will dispatch engineers to go onsite.   

BROCENT SLA - RESPONSE TIME MATRIX

Field Intervention Response Service Time - FIRST


When Brocent field engineer and/or any engineers from Brocent partners received the “Assigned Ticket”, engineer must follow the instruction to go and present onsite within the field intervention response time.


Timing Method for Filed Intervention Response Service Time (FIRST) is “FIRST = B - A”


  1. Time for Ticket assigned/received (Time for Case clarification is not inclusive ), or the date/time that the end user/customer agrees with Help Desk
B. Time for onsite arrival time

BROCENT SERVICE LEVEL AGREEMENT MATRIX

RESOLUTION TIME OBJECTIVE


A resolution time refers to how long it takes from the time an issue is logged until it is fully resolved. Brocent practice is to establish a range of job priorities and assign a target resolution time to each.

As with response times, it is important to ensure that resolution times are only calculated based on agreed working hours. A resolution time only begins from the point that a call is correctly logged in an agreed method.


  Please see our partial list of completed office setup clients below.

 
 

Banco Bilbao Vizcaya Argentaria (BBVA) is a multinational Spanish banking group. The group offers individual and corporate customers the most complete range of financial and non-financial products and services. BBVA is the second largest bank in Spain and 7th largest financial institution in the Western world. Jointly with Hong Kong partners, we've delivered the turn-key IT project management service for client's new office in Shanghai, 

 
 

Sanofi , a global healthcare leader focused on patients’ needs, with diversified offering ofmedicines, consumer healthcare products, generics, animal health and ...Jointly with international service provider Allied& Neuron, BROCENT delivers the IT Security/Project Management service for nineteen plants in Asia Pacific areas.

SERVER &DESKTOP MANAGEMENT

We proactively update, back up, and manage all your computers and servers remotely. Our server and desktop management team monitors every aspect of your network, and issues can be spotted and fixed before they can cause any type of problem. You can rest assured knowing your vital data and IT systems are being monitored and protected 24/7 from our dedicated 		IT HELP DESK SUPPORT

Get live support via telephone or through the Internet 24 hours a day, 7 days a week. You can speak to an Brocent IT Help Desk Support employee here in China if you have a problem. We can fix most problems remotely, so that you can be back up and running without having to wait for a technician to come to your office. We can help with server, desktop and network issues. Have an urgent problem? 
IT REMOTE SUPPORT

Brocent IT Remote Support service is available 24/7. Around the Token support makes it possible for engineers to take care of any IT system issues as soon as they are discovered. If any part of your organization’s IT systems develop a problem, all your organization needs to do is call our IT Remote Support service and report the issue. At that point, Brocent will remotely access your organization’s IT systems and initiate Remote Support to address the problem. If we can’t resolve an issue remotely, on-site emergency support is always there when you need it. 		SERVER BACKUP SOLUTIONS

Server crashes can affect any business, and can stem from such mundane causes as human error, power outage and hardware failure.  And such technical failures usually affects dramatically the business utilization on Business application systems, for example Email system, File system, Security system and other office softwares. BROCENT CHINA provides their clients with server backup solutions for simple recovery of files, folder, and email data, but may be insufficient to address total server loss.

See How We've Helped Our Clients

Most of our clients do not want to hire an in-house IT support staff, or their demands do not warrant a full time IT guy. This is where Technology Support Hong Kong or China Mainland come in. We can be your outsourced technology support department and we can also be the back up for your in-house IT staff. Our team work on-site to ensure things are running smoothly, efficiently and securely. Your company may need us to come in on a weekly or monthly basis or just be on-call for unexpected emergencies.