Frequently Asked Questions
Here are some of our most frequently asked questions:
Where are you located (what time zone specifically)?
We are located in Swindon, UK, but thanks to technology, we are able to service clients all over the world and work with clients located in places such as Canada, USA, UK and Switzerland.
It is more a case of personal preference and if you would prefer to have your Virtual Assistant in the same time zone or not.
What hours do you work?
Our office hours are Monday to Friday, 9am to 5pm (GMT).
What is your turnaround time on projects?
Our typical turn around time is 36 to 48 hours. For urgent requests, we can work longer hours and at weekends but there will be additional charges associated with this service. Advance notice is required where possible.
How do you invoice?
Ad hoc jobs and projects are invoiced at the end of the month and our payment terms are 7 working days. If you sign up to our monthly retainer packages, we expect invoices to be paid in advance and work will only commence upon receipt of payment.
What security measures do you have in place? (protecting passwords, backing up files etc.)
We use LastPass to keep all our passwords and the passwords of our clients safe. If you don’t use this password manager, then we recommend our clients sign up so that you can share your passwords safely and securely with us.
For Backup, we use Dropbox. If you have specific data security needs, please get in touch so that we can discuss them in more detail.
Will my work be subcontracted to someone else?
Our business model is based on working with subcontractors (who we like to call Associates).
Our Associates are freelancers in their own right, who have been through our screening and training process to ensure that they deliver work that meets our high standards. You will be assigned a Virtual Assistant during the new client onboarding process, but where other Associates undertake the work indirectly for you the work will be quality checked to ensure it meets the standards and expectations of both us and our clients.
How soon can I expect you to respond to an email or voicemail?
During the onboarding process we discuss and agree in detail the best method of communication for us to work together effectively. If this happens to be email or voicemail, then we shall check it at regular intervals throughout the day and aim to get back to you within 2 hours. If we are busy working on other tasks or out of the office, we will use autoresponders to let you know we are not currently available and are not checking emails.
Do you charge for the time we spend emailing or on the phone?
Yes we do, as this is considered work/job/task/project related. We do not however charge for our regular review meetings.
What software/programmes do you use and are experienced in?
We use a vast array of software programmes including the following:
- Microsoft Office (Word, Excel, Powerpoint, Outlook, Access, One Note)
- iWorks (Pages, Keynote, Numbers)
- Google Docs
- Google Drive
- Google Mail
Don't be shy
If we didn’t answer all of your questions, feel free to drop us a line anytime.