How can we help you?

Both are monthly plans that allow you to use a specified number of hours of assistance every month. The only difference is that Basic Plans do not have roll over of any unused hours for the month, while the Plus Plans allow roll over of unused hours subject to certain limits.

You can request for a cancellation of service with your VA or their supervisor directly. Or you can email our Billing team with your cancellation request. All requests will be taken from the date of receipt of request. Notice period or any other cancellation terms will be applicable as per policy.

Yes, you can. But please remember that any changes to the plan including cancellation have a notice period. This time is needed to reallocate our resources to other productive work.

We understand that businesses go through their ups and downs. In lean periods, it is best to downgrade your plan to a smaller one till your business recovers. There is the B-5 Plan and the PAYG plan which are really affordable plans and can keep your membership active. It would let you continue with us till your business bounces back. In special circumstances we may put memberships on hold for not more than a month.

All plan usage is computed from the beginning of the month to the end of the month. So when someone signs up for a plan in the middle of the month, then for the first month pro-rata hours are allocated based on the days available until the end of the month. Ex. If you have signed up for the B-20 plan that provides for 20 hours per month on the 15th of the month then you can use 10 hours in the first month on a pro rata basis and you will also be charged only 50% of the plan charges for the first month.

The notice period for any Plan Change or Cancellation is 30 days.

Certain Monthly membership plans (Plus Plans - P40, P60, P80, P160) come with a rollover option. This means that any unused hours upto a limit of 20% of your monthly hours can be carried forward to the next month. This is helpful because usage is not expected to be uniform and exact, especially with higher plans. The rollover mechanism happens automatically and you don’t need to remind us or do anything.

Plus Plans come with a higher number of allotted hours per month. Higher plans come with a bigger monthly payment commitment. Usage can sometimes fluctuate resulting in unused hours and hence we have given this benefit to our customers. With smaller plans, the number of allotted hours are smaller and hence it is not feasible to provide rollover.

Monthly Plans provide you with a fixed number of hours of assistance with your VA on a continuing basis, whereas Task Based Plan memberships are usually based on a single project or task. With a TBP plan you may not be assigned a specific VA and the assignment ends once the project or task is completed.

Yes, we have different currency plans for different geographies. The default plan is USD for all international clients with the exception of two geographies. European Clients are charged as per EURO plan and clients in Australia / NZ are charged as per the AUD plan. Determination of plan is done on the basis of your Billing Address.

There is no limitation on the number of hours you can use in a week as long as it is within your monthly plan limit. However, if every client wants to use their entire plan hours in the last week of the month then obviously it would inundate your assistant with too much to handle in too little time. Hence space out your tasks and try to spread them out as optimally as feasible.

Yes, you will be billed automatically on or before the 5th of each month in advance based on your monthly plan. Any adjustments towards roll over hours (if applicable) and extra usage will be done during the billing cycle.

If you are on a Plus Plan (Monthly) then you are eligible for rollover subject to the limits specified in the pricing tariff. For details, go here https://www.getfriday.com/personal/pricing-plans

Yes, of course. GetFriday allows you to use additional hours apart from those credited as per your plan. The rate per hour is incrementally higher for additional hours.

If prior notice is provided then we can put your plan on hold temporarily till you are back from your vacation. But such stoppages can be only for short periods of time not exceeding a month.

If you are on a Monthly Plan, then you can automatically use additional hours beyond your plan at incrementally higher rates as per need. With TBP membership you can purchase additional hours after getting in touch with your VA. With TBP your purchased hours are for a specific project and it cannot be interchangeably used for anything.

Yes, monthly invoices are sent to every client from our Billing Team and it can also be accessed at our Online Customer Portal.

Our refund policy can be found here https://www.getfriday.com/refund-policy

The hourly rate differs based on the complexity of task details. We will do a feasibility check and then relay the hourly charges.

Yes, you can adjust the monthly hours towards the specialist tasks, the hourly rates will be adjusted as per specialist task price quoted before start of the project. However if the project is taking longer hours to complete,We advise you to take up a specialist TBP membership.

Yes, it is advisable to have a different account if the projects under the specialist tasks are ongoing and take longer durations to complete. By doing so you will be given a dedicated specialist assistant helping you with timely updates and also having direct communication with you.

Our specialist charges start from $18 per hour, however the final prices will be communicated back to you after checking the details of your project requirement.

Yes, the payments for Task Based Projects that are time bound can be based on milestones. Usually we work on part advance at commencement and part before completion of the project and handover.

If you are not satisfied with the work or not happy with your assistant, you can escalate the matter to us by sending us an email to a specified email address. Our team lead (supervisor), the quality team and the relationship team will look into the matter and take corrective action after getting in touch with you. But if you have already decided that you need a change, then just send in a request via email to your team lead or the Billing team and we will do the needful.

If you are not satisfied with the work done, you can request for a rework on it and we will be happy to rectify any errors or issues with the work. For project based work, we normally work on milestones and sometimes even do a pilot to ascertain expectations and communicate challenges. So if you are unhappy with the work, you can let us know upfront. In the event of a dispute regarding the quality of work, our Quality team will assess and recommend if a refund needs to be made. No liability or costs can be borne for perceived losses on account of the delay or quality of work.

Each team is guided by a team lead that has an overview of all the work and is also the first person to talk to if you have anything to escalate. If a complaint is not resolved within a reasonable time frame, you can seek recourse by escalating the issue to our Quality Department who will get it resolved as per our escalation matrix. Team lead - 1 day, so if resolution given is not happy then it moves to quality team Quality - 2-3 days, to analyze the situation and still the client is unhappy , then it goes to Manager Level. Manager-2-3 days, to come for a conclusion from the time this is passed from a quality team.

You can always send an email with your concern to the supervisor at the designated email that will be shared with you post signup. The supervisor will connect with you directly or intimate our Quality / Client Relationship to analyse and resolve the issue. You can also call our support line and leave a message for the concerned supervisor to give a call back. We refer to our Supervisors as Leads.

We are an ISO 27001 certified company (Information Security Standard) that takes utmost care about the safety and security of your information. We provide our staff access to your information strictly on a need to know basis. All sensitive and personally identifiable information is stored in encrypted form and handled according to the ISO standards on data protection.

Yes. We can sign a standard NDA at the time of sign up before we start handling your tasks or data. Please get in touch with our Billing team for this.

Sure that can be worked out. But ensuring adequate measures of online safety and security of your data, networks will be your responsibility. Further, in such cases where the work is directly undertaken in your IT environment we may not be in a position to check on the quality of work or do any kind of audit from our side.

Yes. All our assistants are trained on safety measures and protocols with respect to handling passwords. All our staff sign stringent data protection and non-disclosure contracts to ensure safety of our client data.

Yes. If you would like your assistant to handle business email or official communication on your behalf then you could delegate access to your email account. Currently client signs an additional document confirming their consent so that we can login to their account and handle email communication. However there is also a feature called “Delegate” which will not work as you cannot delegate outside of the enterprise tenant.

Normally credit card information is stored in encrypted form and is not available to your assistant. Even when you request for any purchase to be done by your assistant on your behalf, your assistant is permitted to proceed only till the shopping cart and then we go through a process of credit card authorization which we refer to as ‘the safe access protocol’. A request is placed for access by the team lead (supervisor) and authorized by a Manager. The authorizing manager only approves but has no access to the information. The team lead gets access to the decrypted card information for only 5 minutes to complete the transaction for the purpose requested. Every request and its purpose, approval authorization and access is logged into our system. Every assistant, team lead and the Manager is aware of the safety protocols to be followed and it is not difficult to track back if there is any misuse at any point of time. Nevertheless, we recommend clients who possibly request their assistants to make frequent purchases online on their behalf to set credit limits or go with a card with limited liability. We haven’t had a case of misuse in the last 15 years.

You can update your credit card information on our Customer Portal which you will have access to once you are a customer. All card information is stored safely in encrypted form and we are both PCI compliant and ISO 27000 certified for information security. You can access this feature under the billing section.

Your personal information is very safe and secure with us. We follow a stringent policy of providing access to information on a ‘need to know’ basis only. All personally identifiable information (PII) is stored in encrypted form on our CRM system and we follow the ISO standards with respect to storage, handling, retrieval and purging of data. While our assistants do handle a lot of purchases and payments on behalf of their clients using the client’s credit card, we follow a safe access protocol that ensures traceability and safety of transactions. The only thing we strongly discourage clients from providing access to, is your bank account. No matter what the circumstances it is not a good idea to give your bank account / paypal account access to your assistant unless it is a view only or reports only access.

Yes, we do have a lot of clients asking our assistants to manage their social media accounts. We do handle it but remember that if there is a possibility to give a non account owner access / admin access then you should do that. And if you can’t do that, always retain an option to retrieve your account back through a password change or a two factor authentication, just in case something goes wrong. Prior permission from our internal IT team is required.

All our assistants are graduates in different disciplines from Indian universities / colleges. We hire people based on a thorough evaluation of their aptitude and communication skills. Once they are hired, they go through a minimum of 1 month to a max of 3 months rigorous training on various skills relevant to virtual assistance. Some may come with prior work experience in different industries. We love diversity.

We do a background check as per Indian laws with every assistant we hire. We also have stringent contractual terms as part of our engagement contract with respect to confidentiality, privacy and information security of our clients. So you are in safe hands.

Unfortunately no! All our assistants are only equipped to handle tasks in the English language. Though they are not native English speakers they have reasonable proficiency in English to understand your needs and to be understood. Any language other than English is out of bounds at this juncture.

GetFriday has a unique system where every client can send their tasks to a single assigned email address which will automatically route it to the right assistant. This is done through our CRM system which maps every client to a primary VA. So you don’t need to remember individual email addresses. Every information of yours is restricted to your assistant and anyone else who needs to know only. No one else has access to it.

GetFriday provides organized virtual assistance in a manner that ensures seamless services even on sick days. Every client is assigned a backup assistant too who will shadow the primary VA to understand your tasks and ensure continuity of service. You will also be largely unaffected even if a VA quits due to any personal reasons or moves to other job opportunities. We make sure you are served no matter what.

While we allow multiple modes of communication including Google Chat, Skype, phone, email etc, we do not allow Whatsapp because it is one-to-one and encrypted. Since it allows no scope for any kind of periodic audit or investigations in the event a customer faces any issues with our assistant, it is disallowed. It is a measure taken to safeguard our customers.

You may get it if you are lucky. But we hire people from diverse backgrounds and it may not always be feasible. If your tasks are specialized and require industry specific exposure or skills, then we will certainly try to assign a suitable assistant or we may train someone for it.

All our VAs are trained on office productivity tools like MS Word, Excel, Powerpoint, Chat, Email, Web Search, Calendar Management etc. In addition they undergo some rigorous practical training on Responsiveness, Customer Service Attitude and Cultural Sensitivity before they are inducted into the work.

No! At GetFriday we try to create a knowledge base for each client in our CRM system and also have a backup assistant shadows the primary assistant from time to time. This apart, every supervisor (team lead) keeps abreast of the work that their team members handle on behalf of clients. So the transition would be much simpler than starting from scratch. And you won’t be expending any further costs for training your new assistant. However, it is important to remember that every new assistant needs some time to adapt, just like any new employee.

You may, if you choose to provide a special reward or incentive to your assistant, inform the Billing team or the Team Lead (Supervisor) and we will facilitate it in the monthly billing. In some cases the reward may be shared between members of the team because your work is being shared and not being done only by your assistant.

Not required. GetFriday has an elaborate CRM system where you need to just mail all your tasks to a single email and it will automatically get routed to your assistant. This is done to remove dependency on a single individual and it also allows audit for quality purposes. In the event, your assistant is on leave, the task automatically is picked by the backup assistant or the team lead (supervisor). However, if you would like your assistant to handle email management for your company and officially represent you then you may need to create an email and share it.

An assistant quitting for any reason is a distinct possibility. That is why GetFriday has a system of backup assistants and the team supervisor also being generally aware of your tasks. We also have a confidential knowledge base in our CRM accessible only on a need to know basis. This helps us transition you to a different assistant with very less hassle. Nevertheless, a little training and time may be spent in developing a relationship with the new assistant.

We officially use Google Chat to communicate with our clients. But we are not restricted by it and can use Skype or other collaboration tools like Slack, Asana if access is provided to the assistant by the Client.

A normal amount of calls on your behalf can be handled within the plan. However if the calls are frequently to high cost countries like some in the Middle East or if your call volumes exceed a certain limit then we may request you for a separate calling plan subscription or levy extra charges. All such charges can be easily added to your plan and billed along with your monthly subscription.

When your assistant is on planned leave, you will be notified in advance via email. If your assistant has reported sick then your backup assistant or the team lead (supervisor) will notify you.

The maximum time for acknowledging a task request received within the business hours by your assistant on a working day is 2 hours. The acknowledgement is expected to have a plan of action or request for any clarifications and timelines to complete the task, if the task requires so.

No! We do not provide services in languages other than English at this point of time.

Every client is assigned a backup assistant too who will shadow your primary assistant to understand your tasks and ensure continuity of service. We make sure you are served no matter what.

It is easy to get carried away thinking that your assistant will be able to handle any / every kind of task. While they are trained to handle all kinds of administrative and routine tasks, things like digital marketing, content writing, SEO, web design, bookkeeping etc. require special skills which they may not possess. Hence it is better to assign such work to the specialist teams at GetFriday to ensure quality and timely service.

Your assistant will be available during your allotted time zone (EST, PST, Euro, Far East) and they can sometimes extend a bit on request to handle urgent matters. But they normally stick to their time zone shift and would complete any unfinished work the next day. In the event of emergency tasks or tasks that have a stiff deadline, the task may also be done by an assistant in a different time zone, completed and then handed back to your assistant.