Frequently Asked Questions
Each of our plans include a dedicated virtual expert (VE). You will work with your VE on a one-to-one basis, continually submitting tasks directly to this person. Your VE will grow to know you, your work, and your preferences—all while learning to anticipate your needs without you having to repeat yourself.
As a collaborative consumption business, our Virtual Expert professionals are a shared resource among clients. They schedule their days to best serve you and your incoming tasks with priority and without delay. Therefore, we do not offer immediate turnaround, though we expect most tasking to be completed in 24-48 hours. So, we encourage you to place priority levels and deadlines on your projects.
We will begin locating the best possible VE for you using the information you shared during the signup process about your working style and personal preferences. After we’ve determined who would be the best fit for your needs—we’ll send an email connecting the two of you! We suggest hopping on a quick call soon after. After that, we aim to introduce you to your VE within two business days of signing up.
Most of our VEs are located in Singapore but we also have VEs located in different countries in the region. When we engage a VE, we ensure that they have a full understanding of the local market.
Secondly, we ensure to be as close as it can be to the local culture. Thus, there won’t be any work dis-balance and this would allow tasks to be done quickly and neatly.
If you go over your limit you can purchase additional hours or upgrade your pricing plan at any time. Just ask your Virtual Expert for assistance.
For example, you used half of your hours in your current plan (i.e. Basic Plan – 10 hours per month), but you want to upgrade to a new plan (i.e. Growth Plan – 20 hours per month) because you know you will need to hand over more tasks to your virtual assistant. In this case, we will simply upgrade your current plan to a new pricing plan that fits your requirements.
As a monthly membership service, our clients subscribe to us with the ability to retain virtual experts. While each plan offers a different level of service, as a membership subscription our plan hours can only rollover for up to 5% of the package plan, and your membership fees are not tied to time specifically.
We are using a time tracking system which allows us to track efficiently every virtual expert’s work.
As a result, we will keep a running total of your hours and send you reports at the preferred frequency mutually agreed with the client or team. Alternately, feel free to ask us for a report at any time. Also, if you are running out of time we will notify you well ahead of that.
We can track how many hours were spent on the Virtual Expert’s Computer vs Break time.
We also track if they spend time on unproductive websites and applications.
Learn more here.
Of course. Contact us at [email protected] minimum 7 days prior to your next billing cycle and we’ll take care of your request. If you have already been billed, your cancellation request will not take effect until the following month. Unfortunately, we do not offer prorated refunds or cancellations for unused time.