Frequently Asked Questions
Below you will find answers to the questions we get asked the most.
How does the "virtual" process work?
The important thing is good communication between you and your Client Manager. We start by discussing the type of support you need, and how best to communicate. To ensure work requests don’t get lost, we do prefer email or a verbal discussion for delegating tasks. We like to keep the communication lines open and clarify our understanding of projects. From your end, we ask that you provide timely communication of any changes to your work needs, such as changed deadlines.
What tools do you use?
Some of our team use PCs and others use Macs. Generally, our standard is Microsoft Office and Google Apps (Gmail, Google Calendar, Contacts). We use Dropbox for file sharing, Skype or Zoom for client interaction, and TeamworkPM to keep track of our to-do-lists and your tasks.
Do you offer an on-call service?
No. On-call is 24 hours a day, 365 days per year and based on the type of support we offer, this would be an unnecessary cost to you and the rest of our clients.
Is my company information secure?
Most definitely! We take your privacy and confidentiality seriously. We respect your confidential and proprietary information, ideas, plans and trade secrets (collectively, “Confidential Information”). We are very conscious not to discuss what you are doing within your business with other clients. As part of our Service Agreement, we have a non-disclosure clause. Our agreement is signed at the beginning of the working relationship. Your personal and business information will never be shared with or sold to any third party.
Are there any hidden costs?
No! If we need to purchase something on your behalf, we’ll always talk to you first. If it’s a small item and we’ve purchased it on your behalf, we charge it back to you at cost on your next invoice. If items are of larger value, we recommend using your credit card or providing us with cash to purchase the items on your behalf.