Question 1

How is staff time tracked and monitored?

Accepted Answer

Our internal Project Management Team monitors staff time using Time Doctor (screenshots, mouse/keyboard activity, and login logs). Auto clickers and suspicious behaviour are flagged, and clients may request direct dashboard access.

Question 2

What happens if I need to replace a virtual staff member?

Accepted Answer

Clients may request a replacement or a refund for unused time. We aim to provide qualified candidates within 2-4 business days, taking immediate action in urgent cases to reduce downtime.

Question 3

What are the notice periods for termination?

Accepted Answer

A notice period of 2 weeks to 1 month is preferred for staff termination, varying by severity or nature of work. If payment is delayed beyond 7 business days, the assigned staff member may be placed on hold.

Question 4

How do you handle refunds and unused hours?

Accepted Answer

If hours remain unused in a billing cycle, clients may request a partial refund or apply unused hours to another staff member, ensuring fair and transparent billing.

Question 5

What are my responsibilities as a client?

Accepted Answer

We handle recruitment, management support, and backup; clients are responsible for onboarding, SOPs, task clarity, and daily expectations. Our Project Managers assist, but KPI ownership lies with the client.

Question 6

How do you handle security and confidentiality?

Accepted Answer

All staff sign NDAs before starting. Clients decide what system access is granted and should follow internal data security protocols. Staff are instructed not to store passwords or sensitive credentials locally.

Question 7

How are public and national holidays handled?

Accepted Answer

Public holiday observance depends on the staff's home country and client preference. Clients can choose paid or unpaid, or assign alternate work, and we communicate in advance when holidays affect availability.

Question 8

How does invoicing and payment work?

Accepted Answer

Monthly invoicing is done in advance with pro-rated billing if staff start mid-month. We bill only for approved hours, and invoices can be issued in USD, AUD, GBP, or AED via Stripe/Xero.

Billing & Payment FAQ

Billing Cycle & Payments

Overtime & Leave Policies

Salary & Bonuses

Frequently Asked Billing Questions