Frequently Asked Questions
Support during the Covid-19 Pandemic
I'm still available during this uncertain time, and for me, it's mainly business as usual. Like many however, I am also juggling business and family from home full time.
What hours are you available?
I'm available Monday to Friday, 9.00 - 4.00pm. By negotiation, a surcharge will be payable after 4.00pm 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 I don't roll over unused hours, I do want you to get the best value out of my monthly plans. If it looks like you are not going to use up all your hours, I will 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 I will invoice you for those hours at the end of the month. I 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?
We outline all the tools we use on our Toolbox Page.
How do you maintain confidentiality & keep my documents secure?
Security and confidentiality are very importance to me.
Passwords: I use LastPass (the premium version) to store all your logons and passwords. This means that I have access to your details, but as a company I cannot see what those passwords are.
Confidentiality/Non-Disclosure Agreements: At your request, I 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
I can certainly make calls for you. Currently, I don't work from any one location for set hours, so answering your calls is not possible.
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 me and I will always keep everything safe and secure. I will also sign a non-disclosure agreement upon request.
What happens if my VA gets sick or is on leave?
Currently, Melanco Consulting is run solely by Melanie Cosford, a freelance VA. Therefore, in the case of sickness or holiday's, Melanie will either re-schedule the work, or negotiate a mutually suitable arrangement ahead of time with the client.