How Our Virtual Assistant Service Works
A clear process for finding suitable support, agreeing on responsibilities, and getting work underway.
At [Agency Name], we start with your workload. We discuss the tasks, skills, schedule, and tools required, then define a working arrangement before you commit.
Client work begins after the agreement is signed, the required upfront payment is received, and onboarding is complete.
Step 1: Tell Us What You Need
Start with a discovery call about your business and the work you want to delegate.
We discuss:
- Your recurring tasks and immediate priorities.
- The skills and experience the role requires.
- Your preferred tools and communication channels.
- Expected hours and timezone overlap.
- Your budget and preferred start date.
- Who will assign and approve work.
You do not need a finished job description. A task list and examples of the work are useful starting points.
If your requirements need specialist support or several separate roles, we explain that before moving forward.
Step 2: Define the Role and Review Suitable Support
We turn the discussion into a proposed scope.
This sets out the responsibilities, included hours, working schedule, required experience, and review arrangements.
We assess suitable assistants against those requirements and confirm availability. Where agreed, you can review a candidate profile or meet the proposed assistant before confirming the engagement.
We also identify any initial training, software subscriptions, or access requirements.
Step 3: Review Your Proposal and Agreement
Before payment, you receive the details of the proposed working arrangement.
Your proposal and service agreement explain:
- The tasks included and excluded.
- Committed hours and working schedule.
- Fees and billing period.
- Proposed start date.
- Communication and reporting arrangements.
- Approval responsibilities.
- Confidentiality and access requirements.
- Cancellation, unused-hours, and replacement provisions.
Ask questions before signing so the responsibilities and costs are clear.
Changes to the agreed scope are reviewed and confirmed before additional work is undertaken.
Step 4: Complete the Upfront Payment
Once you accept the arrangement, we issue the invoice for the agreed pilot or initial service period.
The invoice identifies the amount, currency, payment method, and due date. Any applicable fees are explained before payment.
We verify receipt through our payment account before authorizing client work. A payment screenshot alone does not confirm receipt.
Your agreement explains renewal billing and what happens if a payment is late. It also sets out the applicable refund or rescheduling provisions if the agreed service cannot begin as planned.
Step 5: Complete Onboarding
After payment confirmation, we prepare the working setup.
You provide the information and appropriate access the assistant needs, including:
- Initial priorities and task instructions.
- Relevant procedures, examples, and templates.
- Authorized accounts and permissions.
- Your task-management and communication channels.
- Brand or client communication guidelines.
- The person responsible for approvals.
- Reporting preferences and escalation contacts.
Where possible, provide individual user accounts with permissions suited to the role.
We confirm that essential access and instructions are available before setting work in motion. If something is missing, we explain the blocker and discuss any effect on the start date.
Step 6: Meet Your Assistant and Confirm the First Tasks
The kickoff establishes how you will work together.
We confirm the schedule, communication arrangements, initial workload, and review process. Each task should have clear instructions, a deadline where needed, and a definition of completion.
The first set of tasks helps everyone check that expectations and instructions are understood.
Your assistant begins on the confirmed date once the required onboarding steps are complete.
Step 7: Track Work and Review Progress
Work is recorded through the agreed task board and reporting format.
Updates cover:
- Completed tasks.
- Work in progress.
- Pending approvals.
- Questions and blockers.
- Time used, where applicable.
- Priorities for the next reporting period.
Your assistant follows the agreed communication process, while agency support remains available to discuss feedback and delivery concerns.
The frequency and level of supervision are specified in your agreement.
Who Is Responsible for What?
Your Responsibilities
Provide priorities, accurate instructions, suitable access, and timely approvals.
Tell us when business requirements change and identify the appropriate contact for questions.
Your Assistant’s Responsibilities
Complete agreed tasks, follow approved instructions, record progress, and raise blockers or uncertainties.
The assistant should seek approval before making changes outside the authorized scope.
Our Agency’s Responsibilities
Coordinate matching and onboarding, support the working arrangement, and review delivery concerns according to your agreement.
We help assess changes in workload and discuss whether the current role or support arrangement remains suitable.
Making Changes During the Engagement
Additional Tasks or Hours
Send us the proposed change. We review the skills, capacity, schedule, and pricing involved before confirming it.
Delivery Concerns
Raise the issue with the agreed agency contact. Provide examples where possible so we can review the work and identify appropriate next steps.
Assistant Replacement
If a replacement is needed, the process follows your service agreement. Availability, handover arrangements, and any applicable conditions are explained before the engagement starts.
Ending the Service
Notice periods, final billing, unused hours, and handover responsibilities are defined in your agreement.
When the engagement ends, we coordinate the agreed handover and removal of access.
Start With a Paid Pilot Where Appropriate
A paid pilot gives you a defined initial engagement to assess the fit.
We agree on the tasks, included hours, price, and completion criteria before starting. Review the work for accuracy, communication, and adherence to instructions.
If both parties agree to continue, we confirm the ongoing scope and billing arrangement separately.
Frequently Asked Questions
How quickly can I get an assistant?
Timing depends on the required skills, schedule, candidate availability, and onboarding needs. We confirm a proposed start date rather than promising immediate placement.
Do I pay before the assistant starts?
Yes. The agreed upfront payment must be received before client work begins. You review the scope and service terms before payment.
Do I need to prepare procedures first?
Existing procedures help, but you can start with clear instructions and examples. We identify documentation and training needs during onboarding.
Who manages the assistant’s daily priorities?
Your designated contact sets priorities through the agreed workflow. Agency supervision and review responsibilities are defined in the engagement.
Can the assistant work during US business hours?
We discuss your required timezone overlap during discovery and confirm a suitable schedule before the engagement starts.
What if I am not ready to provide access?
Tell us before the start date. We discuss which tasks can proceed and whether the schedule needs adjusting under the agreed terms.
Are unused hours carried forward?
The treatment of unused hours is specified in your proposal and agreement. Confirm this before choosing a plan.
What happens after a pilot?
We review the fit and workload. Any ongoing engagement requires a confirmed scope, schedule, and billing arrangement.
Start With a Conversation About Your Workload
Bring your task list, required tools, and preferred working hours.
We’ll help you define suitable support and explain the next steps before you commit.