Frequently asked questions

What hours are you available?

We are available Monday, Tuesday, Thursday & Friday, 9.30am - 2.30pm.  We are not generally available after hours.  By negotiation, a surcharge will be payable after 4.30pm week days or on weekends and public holidays.

How does payment work?

Casual hours are paid for in advance of any work being started.  You can pre-purchase any number of hours and they will remain valid for 6 months from the date of purchase.

Monthly plans are invoiced in advance on the 1st of each month and are due for payment on the 7th of the month.

If I'm on a monthly plan, what happens if I don't use all my hours?

While we don't roll over unused hours, we do want you to get the best value out of your monthly plans.  If it looks like you are not going to use up all your hours, we work with you to use the hours on other projects so you get the best bang for your buck.

What if I use up all my monthly hours and need more?

You are welcome to purchase extra hours at the same monthly plan rate and we will invoice you for those at the end of the month.  We will agree by email the number of hours and invoice arrangements before hand.

If you find you are often exceeding your monthly allowance it may be appropriate to move you onto the next plan which will be better value for you.

What programs, tools or systems does my VA use?

Below are our most frequently used systems & programs.  Any systems we don't use, we can most likely learn, just let us know.

Microsoft Office 365Google Apps for BusinessHarvest
CanvaDropboxBetter Proposals
LastPassTrelloSlack

How do you maintain confidentiality & keep my documents secure?

Security and confidentiality are very importance to us.

Passwords:  We use LastPass (the premium version) to store all your logons and passwords.  This means that we have access to your details, but as a company we cannot see what those passwords are.

Confidentiality/Non-Disclosure Agreements:  At your request, we will sign a confidentiality agreement before undertaking any work.

Laptop Access:  laptops are secured by passwords.

Can my VA make or receive calls for me

Yes, we can arrange for your calls to be forwarded to our VA and we can definitely make calls for you.

How about purchasing for me, can my VA do that?

Yes of course.  We can keep your credit card information secure in LastPass and make purchases on your behalf.  Your security is very important to us and we will always keep everything safe and secure.  We will also sign a non-disclosure agreement upon request.

What happens if my VA gets sick or is on leave?

Melanco has backup staff available to complete some or all of the duties you would normally receive, should your VA be sick or on leave, and where the workload cannot be rescheduled within the working week.