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Dedicated VA (Part Time/Full Time)
Package Important Information

Thank you for trusting Outsourcing Angel with your Virtual Assistant (VA) service. From recruitment, to onboarding, to ongoing oversight of your VA, we are happy to assist you throughout this process. We are here to help you have more time to plan and work on taking your business to the next level.

Before deciding to proceed with our services, please review our important information below to understand everything you need to know about working with us and our VAs with your Dedicated VA Package.

We include instructions on how to effectively use your Dedicated VA Package and other conditions, so please review the details below carefully.

By making payments to us and proceeding with our service, it will be taken that you agree with our terms and conditions set out below.

Our Process

Discovery

Complete our VA Angel Discovery Questionnaire Form and let us know the type of VA services you’re looking for. We offer two types of Dedicated VA services: General VA and Technical VA.

You will receive an invitation for a free 15-minute effectiveness session with our Outsourcing Specialist, for us to have an in-depth discussion about your VA requirements.

Selecting a Dedicated VA Package

Outsourcing Angel offers two types of Dedicated VA services: General VAs and Technical VAs.

General VA services are ideal for assisting in day-to-day business tasks of a general nature. These tasks include: email management, database management, liaising for projects and business contacts, online research, and basic graphic design, social media marketing and more.

Technical VA services are ideal for assisting in day-to-day business with professional web development, graphic design and other more technical work.

For both Packages, you may sign up for a Part-Time (80 hours/month) or Full-Time (160 hours/month) fixed cost package plus GST.

NOTE: Prices are subject to change and are as per our website.

INTERNATIONAL CLIENTS: Clients outside Australia are not required to pay the GST fee of 10%.

Payment

Outsourcing Angel uses three payment systems: Paypal, Bank Deposit or Credit Card via Ezidebit. You will be asked which payment systems you prefer and we will set you up for a recurring invoice for the monthly payments for our VA services.

Our services officially start on the date of your payment. Initially, you are required to pay a deposit in advance, but the deposit will go towards your VA’s service with you. We do not charge you for our recruitment time. For a more detailed explanation, see “Payment (Process and Calculation)” below.

VA Recruitment

Once payment is confirmed, our team will proceed with recruitment and scheduling interviews between you and the suitable VA candidates that we screen. We can provide recommendations on which VA to select, however, the final candidate selection is ultimately your decision. Please read the more detailed explanation under “Recruitment Process” below.

Onboarding

We will provide assistance should you require initial training for your VA or familiarisation with online tools, platforms, or software.

Please note: your VA is to be considered your employee and newer skills after they begin working for you will be your responsibility. Your VA will endeavour to learn how to use the tools and software your business requires, but it is not Outsourcing Angel’s responsibility to train them beyond the onboarding process. Though we can provide some assistance if required.

Start

You can now start working with your VA. Your VA is like any new employee and may have an initial learning curve while they adjust to your business’ processes and needs. However, if there are any major concerns or you find that your VA is no longer suitable, contact us and we will help find you a replacement.

Every so often, you will be invited to fill out our Client Feedback Form so as to help us assess some work issues early on, assist in managing expectations on how your VA should work, and to get your VA to improve and work more effectively for you. On the other hand, we may also invite your VA to fill out our VA Feedback Form so as to help guide them and you in ensuring smooth workflow and work relations.

What You Need to Understand About Working with Outsourcing Angel’s Dedicated VA Packages

Recruitment Process

  • Once you have made the payment to us, we will begin recruiting suitable candidates for you, this will generally take 1-2 weeks. Recruitment is free of charge, and so your payments only cover actual VA work hours and days.
  • We will recruit with the details you provide regarding VA requirements in mind. We will screen, interview and submit to you the profiles of applicants who we believe are the most suitable candidates for your business.
  • We will then schedule interviews between you and the VA applicants you are considering. During this interview, you may ask the VA questions about their skills, work background, or have the VA take some tests that you prefer them to do.
  • From the date that we submit profiles to you for review, you are given 2 weeks to interview and decide on which VA to hire. After hiring a VA, you are also given another 2 weeks before you must start working with them.
  • We allow you a 2-week grace period for each stage of the recruitment out of consideration for our VAs. Long delays may affect their employment opportunities, so we cannot guarantee that the VA applicants will continue to be available nor expected to wait for delays beyond these periods.
  • Consequences for unreasonable delay are set out in “Payment (Process and Calculation)” below
  • With that said, if you don’t find our provided candidates satisfactory, we will find more candidates for you for free, and this will not go towards the grace period calculation.
  • Important note: The ultimate decision for choosing the best candidate for your VA role is up to you. You can choose who is the most suitable VA for you or you may ask our opinion on who we believe suits you best.

Payment (Process and Calculation)

  • You are required to pay a deposit for your VA service in advance, but this will cover for when the VA actually begins to work, so you will not be paying for the recruitment period. (See “Recruitment Process” above)

  • If you cause unreasonable delay in selecting and rejecting candidates, or in beginning work after hiring, you will be charged a fee of $200 for us to recruit again should the candidate we chosen be no longer available.
  • If you would like to pay for your service on a weekly basis, you must pay via direct debit arrangement with PayPal or Ezidebit.

For monthly service, payment arrangement is as follows:

  • Once your VA has completed 2 weeks of work with you, we will send you the next month’s invoice. This allows a 2-week buffer for payment processing time and other issues. This will also ensure no work stoppage on the part of the VA because of payment delay, and more importantly, this ensures that the VA will be paid for their completed work by the end of the month.

    • EXAMPLE:
      You make your 1st payment on 25 November and we start recruitment. Your VA starts working for you on 10 December. This 1st payment will cover the month from 10 December to 9 January.You will receive your second invoice around 25 December (2 weeks into your service) which is payable immediately or prior to 9 January. This gives us a 2-week buffer to process your payment in time. This 2nd invoice will cover work from 10 January to 9 February.
  • Should you decide to cancel your VA service, a 30 days advanced notice is needed for your next invoice to be cancelled and everything to be sorted in a timely manner
  • Please note: any fees or costs related to the external tools, online platforms and accounts that you require your VA to use for your business such as Skype credits (i.e. calls that do not use the free calls function) and sign up fees for accounts like Infusionsoft, Mailchimp, etc. will be on you, and not on the VA or Outsourcing Angel management.

For weekly service, payment arrangement is as follows:

  • With our onboarding and welcome email which you will receive on the same day that you hired a va with us, we will be asking you which among our payment systems will you use: bank, Paypal, or Ezidebit for credit card transactions. Once your VA has completed 3 days of work with you, we will send you an email with the information that will help you set-up an auto-debit system from your selected payment option.

    Once you successfully set-up the auto-debit system, our accounts will collect your weekly service fee from your account on a weekly basis. In the event of failed transactions, a fee of $30 will be charged to you as penalty for each failed transactions.

    • EXAMPLE:
      If your new VA starts working on a Monday, then you will receive our email with information on how to set-up auto-debit system by Wednesday of the same week. You must do the set-up before Friday of that same week. In the event that your scheduled payment failed, then you will be charged additional $30 for your failed transaction on top of your regular weekly VA service fee.
  • *Please be advised that Outsourcing Angel implements $30 penalty fee in cases of failed transactions for scheduled auto-debit payments from your account.

Refunding, Rewards, and Replacements

If you have already made a payment and we have already started with the recruitment, but you then decide that you will not move forward with our VA service, we will only reimburse half of the cost of your paid invoice.

  • If you have already made a payment and we have already started with the recruitment, but we are unable to find suitable candidates for your VA needs, we will issue a full refund to your paid invoice amount.
  • If you are unable to pay our invoice on or before its due date, kindly inform management immediately. Otherwise your VA will be asked to stop work instantly, and you may lose your VA.
  • Should you offer to give bonuses, rewards, or set up your VA with new equipment or internet upgrades, we encourage you to coordinate directly with your VA.
  • If you have decided to work with a candidate that we recommended for you but you no longer find your VA suitable, we will help you find a replacement. If this is unsuitable, we may issue you a refund for the balance remaining in your VA service.
  • If you have decided to work with one of the VAs that we recommended for you and you no longer require our service, please provide 30 days’ notice.
  • If the VA is not what they show on their profile or if the VA is not as effective as what you expect and has not met your standards given the adjustment time, you have the privilege to ask us to look for a replacement for you, free of charge. However, please give us 2 weeks (10 business days’) notice ahead of time in order to process and find a replacement.

Onboarding Process and Other Training Matters

  • When you decide to start working with your VA, we will provide assistance should you require initial training for your VA or familiarisation with online tools, platforms, or software.
  • Please note: your VA is to be considered your employee and newer skills after they begin working for you will be your responsibility. Your VA will endeavour to learn how to use the tools and software your business requires, but it is not Outsourcing Angel’s responsibility to train them beyond the onboarding process. Though we can provide some assistance if required.
  • In general, please consider that like any employee, your VA may have an initial learning curve and may take 1-2 weeks at most to adapt to your work system or pace of work. We recommend that you spend some time with your VA and walk through with your day-to-day business processes, so they can learn and realise their role at a much faster pace.
  • We also offer assistance in generally monitoring your VA’s activities during the agreed daily shift to ensure time-efficient working.
  • Outsourcing Angel’s role after onboarding is focused on smooth workflow and work relations. In case of issues in terms of work, attendance, or any work-related issues, immediately inform us so we can discuss with the VA and resolve any issues in the soonest possible time.

VA Expectations

  • Generally, should you have work issues with your VA, please inform us ASAP so we can mediate and resolve work problems and get your VA to work more effectively for you.
  • If the VA fails to improve, we will either find a replacement VA or issue a refund for the balance you have left in your VA service. If you decide to cancel your VA services, for reasons that are not related to VA work issues (e.g. not having enough tasks for VA or business is not doing well) we require 30 days’ notice.
  • To help you manage your expectations with your VA, please consider the points below:
    • Staff member. Like staff in your physical office, your VA also needs to be trained and to feel like a part of your company. Give them time to learn and adapt to your work flow and soon enough, your VA will gain pace and confidence to complete more tasks that will tremendously help your day-to-day business. Not all VAs are created equal, so production delays during the onboarding period of your new VA are common and expected. On average, VAs learn and adapt to client work flow in no more than 1-2 weeks. At such point, your VA may be expected to have learned their way around your workflow.
    • Communication. It would be best to give your VA regular feedback regarding how he or she is doing as your VA. Work arrangements and procedures must be discussed with your VA so he or she understands your expectations.
    • Delegate tasks. Your VA can help you do a variety of tasks, but you may need to spend time, particularly in early stages, to check their work while in progress, quickly point out the errors, and show them how it’s done. With your guidance, you train your VA to work more effectively for you. By doing this, you can easily automate your business with your VA in no time.
    • Your VA is there to assist you. The role of your VA is primarily to relieve you of the low value and recurring tasks that normally takes much time from you or your staff. For instance, asking them to assist you with your marketing should not mean expecting them to boost your number of sales and be responsible for the growth of your business.

Work Interruptions

  • For work interruptions, including needing to log in late for work, power power outages, internet issues or family emergencies, your VA is instructed to send a notice to us and to you. If they are unable to post a notice for sudden work interruption, we will send you a notice as soon as we receive a message from your VA.
  • In this case, to make up for the missed work hours for the day, the VA is instructed to ask for your permission if they can resume work on the same day and extend work hours until the daily time allotment is completed or make up for the missed work hours during the next work days.
  • If the VA happened to be working on an urgent task for you when the work interruption happened, you have the privilege to request for any available VA from our team to continue with your VA’s work.

VA Leave and Holidays

  • Your VA is instructed to send you an email notice to discuss schedules of leave from work at least a week before the date of leave. It is not compulsory for clients to allow their VAs paid leave or days off.
  • In the case of unpaid leave, your VA will propose a schedule for advanced work before the date of approved leave or a schedule for make-up work to cover the missed work hours during the approved leave. The client has the final say on the matter of allowing paid or unpaid leave for the VA.
  • Outsourcing Angel does not tolerate VAs not informing clients regarding adjustments to work schedules, planned days off, or leave from work. Hence, we reserve the privilege of deciding whether or not to issue disciplinary sanctions, and/or suspension or termination of work.
  • Observing days off or paid leave during your country’s Public Holidays or Local Holidays in your VA’s country is up to your discretion.
    • For instance, in the Philippines, allowing your VA to spend the day off on 12 June (Philippine’s Independence Day), 25 December (Christmas Day), and 1 January (New Year’s Day) is entirely up to you.
  • It is not compulsory for clients to allow their VAs paid leave during Public Holidays. However, if you have worked with your VA for a long time, we recommend giving him or her paid holiday break as a reward.
    • For example, a one week break where Christmas Day and New Year’s fall in, or on any other holidays you may choose.
  • In cases when you allow your VA unpaid days off or leave from work, your VA is instructed to discuss with you about the arrangement on how he or she will make up for the missed work hours during the leave. Discussions on time off and leave from work is a matter discussed and arranged between you and your VA. If you require assistance, you may contact Outsourcing Angel management for advice.

Changes in Circumstances or Unforeseen Circumstances

  • Just like any staffing company, we hold no guarantee that our VAs will stay long-term with you, the same way that we do not expect our clients to stay permanently with us.
  • Changes to the needs of businesses often causes our clients to cancel their VA services with us and our VA is left with no job, in which case we help them find other clients to work for.
  • On the other hand, although we guarantee the competence and competitiveness of the skill sets that our VAs have, we cannot guarantee that our VAs will be able to work long-term for any client, as their circumstances may change (e.g. sickness, family problems, relocation etc.) and cause them to decide to resign or to not continue working with their client.
  • In this case, we help you find suitable VA replacements and assist in the training and onboarding process to ensure no work interruptions for you. This replacement will be free of charge.
  • During the period of finding you a replacement, you can request for us to provide you with temporary VAs to work for you in the interim.

Should Problems Arise Between You and Your VA

  • In case you have any issues with your VA, please discuss directly with your VA so you would call his or her attention on the issue early on. Should you need assistance regarding work issues or concerns, please contact Outsourcing Angel management to help mediate for you.
  • An option available to you is to add us into your Skype conversations or copy us into your emails. This will allow us to help monitor the conversation between you and your VA, particularly regarding miscommunication or work behaviours.
  • If the VA is not what they show on their profile or if the VA is not as effective as what you expect and has not met your standards given the adjustment time, you have the privilege to ask us to look for a free replacement for you, free of charge. However, please give us 2 weeks (10 business days’) notice ahead of time in order to process and find a replacement.

Non-Competing Agreement

  • For the duration of your term with either our part-time or full time VA service, your VA is contracted to us and is therefore technically under Outsourcing Angel management.
  • Should you wish for your VA to work directly with you, or should you wish to buy-out your VA from his or her contract with us, kindly inform the Outsourcing Angel management of your intent and we may agree on how to proceed with your plan of change to your VA work arrangement.
  • In addition, to be able to buy-out your VA, you will be required to pay a fee that is worth 3 times your VA’s full time rate.

Confidentiality

  • All our VAs sign a confidentiality agreement, wherein they are not permitted to share or discuss work-related details to people other than their client and work team. Should you decide to share log in details, credit card information and other personal or business information, Outsourcing Angel will not be liable for any loss or issues that may arise from the misuse of such information.
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