I’d like to personally welcome you to VA Connect! I am thrilled that we have this opportunity to partner together in business. It is my personal commitment to provide the best possible service to you as your virtual assistant manager. I am dedicated to making our working relationship a success. I look for and welcome feedback from our clients on ways to make VA Connect the best virtual assistant agency it can be. I put a tremendous emphasis on high-level individual client contact. My #1 goal is to serve my clients with unparalleled excellence.
Please note that the contract portion of this packet as well as the client questionnaire will need to be filled out by you and returned to me via email.
Founder of VA Connect
What you can expect by working with us
All calls and e-mails will be returned within 24 hours during business days (Monday – Friday). That means we will:
We go the extra mile to make our clients happy
Respond to all your e-mail and phone messages promptly
Follow up with clients to ask for feedback regularly
We make recommendations and offer solutions to help you grow.
All tasks will be assigned within our Bitrix24 platform which we will set up for you and we give you access to. The Bitrix24 platform will facilitate instant communication (Instant Messaging) with your VA, you can attach documents and receive status updates on assigned tasks. You will be able to download the desktop app as well as the mobile app for instant access to all our services.
Hours of Operations
Our business hours are Monday – Friday 8am – 5pm, South African times. Our office is closed on Saturday and Sunday. Different hours can be arranged and negotiated.
I understand that things pop up and you need help immediately. For rush jobs, you will be charged a 25% surcharge for less than 24 hours’ notice and 50% surcharge for evenings, weekends or SA holidays.
VA Connect will be closed on all South African public national holidays. Should your business be seasonal and run during these holidays, alternative support with prior arrangement may be requested. Should you be based outside of South Africa, please note that our consultants will work during the client territory’s recognised public (bank) holidays unless otherwise indicated by the client.
Other than the 1 hour once off package, the time bundle packages are valid for a consecutive 2-month period and it is within the client’s discretion to use these hours accordingly.
Retainers are effective for the month period and work on a use it or lose it basis. We offer up to 3 hours support per day, or, up to 5 hours support per day, or 7 hours per day support. It is within the client’s discretion to utilise this time wisely. Please note that no discounts will be offered should you not use all hours of support per day as detailed by each package. In the instance that your VA is on leave for a particular day, we can either offer a stand-in VA for that particular day or your VA can make up the time before or after the VA’s leave period.
Please note that the rates quoted are in United States dollars. Please also note that our rates will be increased annually.
Please note that only fair data usage (1GB per month) is included in each package. Should your task assignment require the VA to use more data than what is regarded as fair usage, you are required to refund the excess amount to VA Connect, who will, in turn, refund that particular VA. Also note that should you require the VA to make any telephone calls on your behalf, the airtime used by the VA is for the Client’s account. For this purpose we make use of www.snappmobile.me. We can create an account for you on www.snappmobile.me with login details provided to both you and your VA. We recommend loading an initial $35 airtime and we will monitor usage from there. The account creation, loading of airtime and monitoring will be done by our Office Manager, Lynda. Any form of travel will be billed at standard AA rates, as well as time spent travelling.
We adhere to a strict confidentiality code and no information will be divulged to a third party. Due to the fact that we value your confidentiality, all passwords are encrypted and we use the highest level of Internet security. If we need to use your credit card, we will shred the relevant information after 1 use. Should the business tasks be allocated to someone internally, i.e. if your main VA (Project Manager) requires additional assistance from another VA in our team, it is acknowledged that you should be introduced to the new support VA. Please note we also use LastPass (it’s a free app), with which we share passwords.
Payment: VA Connect will provide Services to the Client at either a time bundle hourly rate, which is valid for a consecutive 2 month period or with the use of a retainer, used as and when required. VA Connect will commence invoicing from the date of commencement of the project. Payment must be made monthly in advance to VA Connect by way of a PayPal payment, EFT or credit card. Payment is due on presentation of the invoice before work will commence. There are no refunds.
In the event that there is an outstanding invoice, the charges shall accrue as follows: 5 days past the due date, a $50 late fee applies to the invoice amount. VA Connect will cease all services and this agreement will be placed “on hold” until the Client has paid the total amount owed, including the late fee. VA Connect furthermore reserves the right to charge interest on the outstanding amount at a rate of 15% per annum.
Termination: (1) No termination rules apply to the time bundles as they are valid for 2 consecutive months where after the time bundle expires. (2) Retainer packages require 1 months’ notice, subsequent to the initial one-month trial period.
Relationship of Parties: It is understood by all parties that VA Connect is the manager to an independent contractor. VA Connect and the VA’s are also responsible for its own taxes and other liabilities from their payments.
Entire Agreement: This Agreement contains the entire agreement of the parties and there are no other promises or conditions in any other agreement, whether oral or written. This Agreement supersedes any prior written or oral agreement between the parties.
Amendment: This Agreement may be amended if the amendment is reduced to writing and signed by both parties. All notices shall be deemed delivered when delivered in person, or by email to the intended party’s current e-mail address.
Severability: If any provision of this Agreement shall be held to be invalid for any reason, the remaining provisions shall continue to be valid and enforceable. If a court finds that any provision of the Agreement is invalid or unenforceable, but that by limiting such provisions, it would become valid and enforceable, then such provision shall be deemed to be written, construed and enforced as so limited.
Waiver of Contractual Right: The failure of either party to enforce any provision of this Agreement shall not be construed as a waiver or limitation of that party’s right to subsequently enforce and compel strict compliance with every provision.
Non-Disclosure: You will hold in confidence and not possess or use (except to evaluate within the proposed business relationship) or disclose any proprietary information except information you can document (a) is in the public domain through no fault of yours, (b) was properly known to you prior to disclosure by Company and you will not reverse engineer or attempt to derive the composition or underlying information, structure or ideas of any proprietary information. The foregoing does not grant you a license in or to any of the proprietary information. The Client recognises that VA Connect and the VA has and will have the following proprietary information: products, prices, future plans, client database and personal information. Other information (collectively “Information”) is defined as information which is valuable, special and unique assets of the Client. VA Connect and the VA agrees not to, at any time or in any manner, either directly or indirectly, use any Information for its own benefit, or divulge, disclose, or communicate any Information to any third party without the prior written consent of the Client. Furthermore, VA Connect may be required to sign a Non-Disclosure agreement pertaining to the Client or its Client(s) upon request only by the Client.
Data Privacy and Protection:
VA Connect and the VA acknowledges that in providing the Services to the Client, VA Connect and the VA will be exposed to the Client data, which will include the client database and personal information.
All Client data will only be accessed by VA Connect and the VA via the Bitrix24 platform, which is hosted inside the European Union (“EU”) with Amazon Web Services data centers, which are fully EU General Data Protection Regulation (“GDPR”) compliant.
use and/or hold such personal information only for purposes of performing its obligations under this agreement and only in a manner directed by the Client and shall not otherwise modify, amend or alter the contents of such personal information or disclose or permit the disclosure of such personal information to any third party, unless specifically authorised to do so by the Client or as required by law or any regulatory body and shall take all such steps as may be necessary to safeguard such personal information;
without prejudice to the generality of the foregoing and by making use of the Bitrix24 platform, ensure that appropriate technical and organisational measures shall be taken by it against the unauthorised or unlawful processing of such personal information;
promptly notify the Client when it becomes aware of any unauthorised, unlawful or dishonest conduct or activities, or any breach of the terms of this agreement relating to personal information;
co-operate with the Client in complying with any request for access or query from an individual who is the subject of personal information and/or responding to any enquiry made, or investigation or assessment of any processing initiated by a relevant regulatory authority in respect of such personal information, such requests or queries to be addressed to firstname.lastname@example.org; and
Should the client love the service of the allocated virtual assistant so much and have formed such a great relationship with the allocated virtual assistant that it decides to hire the virtual assistant on a permanent basis, VA Connect reserves the right to invoice the client a recruitment and placement fee of $1250 per virtual assistant. Should the Client employ a virtual assistant that terminated its engagement with VA Connect within a 90 day period from date of termination, this will automatically grant VA Connect the right to invoice the Client a placement and recruitment fee of $1250 per Consultant (Virtual Assistant).
Limitations of Liability:
Notwithstanding anything to the contrary in this Agreement, neither party shall be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, economic loss or claims.
Applicable Law: This Agreement shall be governed by the laws of South Africa.
Virtual Assistant Connect (Pty) Ltd
Office Phone: 2721 516 0004
Emergency contact: Lynda Wessels Tel : 2782 878 6403