Frequently asked questions about our Virtual Assistance

Do you recognize yourself in any of the situations below?

• Are you unable to get to the 'real' work?
• Are you losing too much time on things you'd rather not be doing?
• Is the work too much for you alone, but you'd rather not hire anyone?
• Are you temporarily short-handed or do you need support with certain tasks?
• Are you spending too much time on work and is your private life suffering as a result?
• Do you have a vacancy that you can't fill?
• Are you looking for a solution to carry out certain tasks within your organization?

Then a Virtual Assistant is for you.

From solo entrepreneurs to large companies, active in all kinds of industries, our Virtual Assistants can be deployed anywhere. We always ensure the perfect match.

During the kick-off session, as part of our service, we make clear agreements about collaboration and digital communication with your remote VA. Our VAs adapt to the ICT tools and apps that our clients already use, since most clients have already made specific choices in this area. We don't have a fixed Moneypenny system for collaboration tools; our VAs have experience with various tools and quickly learn new ones as needed.

At Moneypenny, we find this very important. Your Virtual Assistant enters into an (employment) contract with us, in which these issues are carefully laid down and are enforceable with a penalty. In addition, Moneypenny has a home-working protocol: a legal regulation that sets specific requirements for the home workplace and information security. For example, your data is only stored on your own company server or our secure online platform Moneypenny Meetingpoint – never on the Virtual Assistant's hard drive. Would you like to know more about this? If you send an email to info@moneypenny.nl, we will send you the home-working protocol.

Yes, many of our clients provide their Moneypenny VA(s) with an email account using their company's domain. During the online kick-off session, we will discuss this topic and make agreements about how your VA will communicate on behalf of your organization.

Yes, of course! We have a 1 month notice period. In rare cases, it might happen that the connection isn't optimal. Moneypenny always keeps a close eye on things and replaces the online assistant with a colleague if necessary.

Absolutely! Do you have a large project? Or do you want support for an entire department? We can put together a team of VAs to take over a department or project partially or completely. We select all the necessary skills and match you with the right VAs. That way you always have the right capacity.

Yes. When you take out a subscription, your VA (or VA team) is carefully selected based on your requirements and wishes. You have the final say in the matter. So you always work with the same Virtual Assistant (or team of VAs), under the responsibility of Moneypenny.

Should your VA be unavailable for any reason, we guarantee the continuity of our service with an equally skilled replacement.

All forms of (personal) communication are possible with your Moneypenny Virtual Assistant. In addition to email, you can reach your VA by phone and via WhatsApp through her Moneypenny business phone number. You can also use other tools, such as Slack, Teams, Google Meet, Zoom, and more. During the kick-off session, which is organized by your Moneypenny account manager at the start of our collaboration, we will discuss in detail how you will communicate with your VA.

Even then, you can always rely on Moneypenny. We will then temporarily assign another excellent VA. Do you need a specialist in a particular field? We have a fantastic pool of highly qualified remote professionals.

Absolutely! Our monthly invoice includes a clear overview of the hours worked, including detailed notes from your Virtual Assistant. Moreover, if desired, you can gain access to our time registration system, allowing you to track your VA's bookings in real-time.

No, hours cannot be carried over to the next month. Our Virtual Assistants reserve the hours of your subscription on a monthly basis, which gives them certainty about their income and you about their availability. The beauty of our subscription system is that the hours can be used flexibly within the month. If there is any time left over, your VA will point this out to you during the month, so you can assign extra work and make the most of your available hours.

An exception to billing the fixed monthly subscription applies when you are on leave for 2 or more consecutive weeks. In that case, we will only invoice the hours worked by your virtual assistant during that specific month.

At Moneypenny, we track our time by the minute, unlike some business service providers who work in 10 or 15-minute blocks. Our Virtual Assistants meticulously track their time and record all the time they spend working for you in our time registration system. This also includes time spent on WhatsApp messages, phone calls, and online consultations.

No, with us you don't have to schedule workdays or times with your VA. Our subscription system works like a bundle of hours, with the VA working for you on a daily basis. We offer service levels such as checking your inbox daily, responding quickly to messages, and completing tasks within 24 hours. Please note: Continuous availability for urgent tasks is not included as standard. Would you still like to schedule fixed work blocks? Contact your Moneypenny account manager to discuss this.

Yes, you can pause your subscription, although this is actually the same as canceling your subscription. If you return as a customer after the pause, we can see if your regular VA is still available, but we cannot guarantee this. Of course, in that case, we will be happy to match you with one of our other top VAs.

No, we do not grant our Virtual Assistants access to make payments with our clients' company debit cards. However, you can authorize your VA to prepare payments at our bank. Alternatively, you can provide your VA with a business credit card, set with a predetermined limit. In both cases, we always draw up a usage agreement to formalize the terms.

Yes, you can change your subscription, and this can be done per calendar month. You have the flexibility to switch to both a larger or a smaller subscription. Please contact your account manager to arrange this.