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Welcome to the Virtual Assistant Platform of Grapheo (Pty) Ltd.! We are delighted to have the opportunity to work together as business partners. As your virtual assistant, I take personal responsibility for providing you with exceptional support. My commitment is to ensure the success of our collaboration. I highly value client feedback as it helps me improve and excel as a virtual assistant. I prioritize engaging with clients on a one-on-one basis at a high level. My foremost goal is to offer unparalleled expertise to my clients. I extend a warm welcome to you as a member of my client family.
The following section outlines guidelines and requirements related to our partnership.
Contract with the Virtual Assistant:
A comprehensive contract, including the description of our operations
Contract details and a client questionnaire
How We Work - Getting Started:
Review and complete the contract and questionnaire provided in this document.
Upon receiving the signed documentation, we will issue an invoice reflecting the chosen package. We also offer card payment options.
Once we receive proof of payment for the invoice, your dedicated Virtual Assistant will reach out to you.
Brief your dedicated Virtual Assistant and schedule suitable times based on your unique requirements.
Initiate communication and commence your journey with your VA using our user-friendly ClickUp platform.
Delegate tasks to your VA and achieve your goals!
What to Anticipate When Collaborating with Our Team:
Our commitment is to deliver a timely and effective experience:
All telephone calls and electronic correspondence will be addressed within a 24-hour timeframe during business days (Monday to Friday).
We endeavor to exceed client expectations by promptly addressing all email and telephonic communications.
Regular client follow-ups are conducted to solicit valuable feedback.
We provide proactive recommendations and solutions aimed at fostering your organizational growth.
Task Assignment:
All tasks will be assigned through our ClickUp platform, which we will set up for you and provide access to. The platform facilitates instant communication (via Instant Messaging) with your VA, allows document attachments, and provides status updates on assigned tasks. You can access our services through the ClickUp desktop app and mobile app for convenience.
Hours of Operations:
Our business operates from Monday to Friday, 7 am to 9 pm South African time. Our office is closed on Saturdays, Sundays, and South African public holidays. We are open to arranging and negotiating different operating hours to accommodate specific needs.
Rush Jobs:
We understand that urgent situations arise, and immediate assistance is required. For rush jobs, a 25% surcharge applies for less than 24 hours' notice, and a 50% surcharge applies for evenings, weekends, or South African holidays.
Appointment, Probation Period, and Job Description:
During the initial three months of the contract, the VA will work on a trial basis to assess their suitability in terms of skills, personality, and motivation for the assigned tasks. If the VA fails to fulfill the required tasks (after communication), Grapheo (Pty) Ltd. will arrange a replacement. If the client decides to terminate the contract during the trial period, a 30-day notice period is required. The client must provide written feedback during the trial period if the VA does not meet the requirements. In the absence of improvement, Grapheo (Pty) Ltd. will take necessary steps to replace the current VA.
The Grapheo Virtual Assistant Performance Program (GVAPP):
Clients are invited to actively participate in the GVAPP Program, offering valuable feedback on the performance of their virtual assistant. On a monthly basis, clients are requested to provide ratings and feedback regarding the VA's services for that particular month. By actively engaging in this program, we aim to cultivate an optimal working relationship and uphold the highest service standards.
Holidays:
Grapheo (Pty) Ltd. will observe the closure of its operations on all South African public national holidays. For businesses operating during these holidays on a seasonal basis, alternative support can be arranged with prior notice. Clients based outside of South Africa should note that our virtual assistants will continue working during their respective territories' recognized public (bank) holidays unless otherwise specified by the client.
Packages:
Retainers are effective for the designated month and operate on a "use it or lose it" basis. We offer two options: up to 4 hours of support per day (Half day) or up to 8 hours of support per day (Full day). It is at the client's discretion to make optimal use of this allocated time. Please be aware that no discounts will be provided for any unused hours of support per day, as outlined in each package. In the event that your assigned virtual assistant is on leave for a specific day, we can either arrange for a substitute virtual assistant for that day or the original virtual assistant can make up the missed time before or after their leave period.
For comprehensive information regarding pricing, kindly consult our dedicated pricing page.
Sundries:
Kindly note that each package includes fair data usage of up to 5GB per month. If your task assignment requires the virtual assistant to exceed this fair usage limit, you are responsible for reimbursing the excess amount to Grapheo (Pty) Ltd., which will then be refunded to the specific virtual assistant. Additionally, if you require the virtual assistant to make telephone calls on your behalf, they will utilize the system of your choice and any associated costs will be borne by you.
The virtual assistant cannot be expected to make purchases using their personal funds on behalf of the client. In such cases, the client has two options: either transfer the required spending amount to Grapheo (Pty) Ltd. via EFT (with an additional 3% surcharge to cover bank fees) or provide the virtual assistant with a corporate card for conducting the purchases. The virtual assistant will be required to provide supporting receipts for the expenditure, and if no receipt is available, an affidavit on the funds spent will be provided.
Confidentiality:
We strictly adhere to a confidentiality code, ensuring that no information will be disclosed to any third party. To safeguard your confidentiality, all passwords are encrypted, and we maintain the highest level of internet security. In the event that we need to use your credit card information, we will securely dispose of the relevant details after a single use. If business tasks are assigned to another virtual assistant within our team, in addition to your main virtual assistant (Project Manager), you will be introduced to the new support virtual assistant to ensure transparency. Please note that we also utilize LastPass (a free app) for password management, which we can share with you.
Please be aware that a 3.5% processing charge will be applied for Credit Card, PayFast, and PayPal transactions. No additional fees will be imposed for EFT transactions.
Grapheo Virtual Assistant Performance Progamme
The GVAPP Program has been developed to ensure that the virtual assistant (VA) employed by Grapheo (Pty) Ltd. consistently delivers the required level of service. This program fosters open communication between the client, VA, and Grapheo (Pty) Ltd., establishing clear expectations and goals. By setting written goals and defining expectations, the VA has a roadmap for measuring their efforts, understanding their contribution to the client's overall success, and staying motivated.
The objectives of the GVAPP Program are as follows:
Real-time monitoring of VA performance: VAs can assess their performance on a monthly basis, facilitating continuous feedback between the VA, client, and Grapheo (Pty) Ltd..Motivating the VA: Written goals and objectives provide VAs with targets to strive for, encouraging them to add more value to the client's business. This focus on continuous improvement and future growth enhances their motivation and dedication.
Improving VA engagement within the Grapheo (Pty) Ltd. team: VAs are not only evaluated based on their deliverables to the client but also on their engagement, activity, and performance within the broader Grapheo (Pty) Ltd. team.
Client feedback is crucial to the GVAPP Program. At the end of each month, clients will receive a link to a rating system, which can be completed in under one minute.
Payment:
Grapheo (Pty) Ltd. provides services to clients through the use of a retainer, utilized on an as-needed basis. Invoicing commences from the project's start date, and payment is required monthly in advance, using methods such as PayPal or EFT. Payment must be made upon receipt of the invoice before work commences, and no refunds are provided.
In case of outstanding invoices, the following charges will apply: If the payment is 5 days past the due date, a late fee of R500.00 (ZAR) will be added to the invoice amount. Grapheo (Pty) Ltd. will suspend all services, and the agreement will be put "on hold" until the total amount owed, including the late fee, is paid. Grapheo (Pty) Ltd. reserves the right to charge 15% per annum interest on the outstanding amount.
Termination:
Retainer packages require one month's notice following the initial one-month trial period.
Relationship of Parties:
Both parties acknowledge that Grapheo (Pty) Ltd. operates as an independent contractor. Grapheo (Pty) Ltd. is responsible for its own taxes and other liabilities arising from their payments.
Entire Agreement:
This Agreement represents the entire understanding between the parties and supersedes any prior oral or written agreements. No other promises or conditions exist outside of this Agreement.
Amendment:
This Agreement may be amended if the amendment is in writing and signed by both parties. All notices shall be considered delivered when delivered in person or sent via email to the intended party's current email address.
Severability:
If any provision of this Agreement is found invalid for any reason, the remaining provisions shall remain valid and enforceable. If a court determines that any provision of the Agreement is invalid or unenforceable but can be limited to make it valid and enforceable, it shall be interpreted and enforced in such limited manner.
Waiver of Contractual Right:
The omission by either party to enforce any provision of this Agreement shall not be interpreted as a waiver or restriction of that party's subsequent right to enforce and insist upon strict compliance with each provision.
Non-Disclosure:
You are obligated to maintain the confidentiality of proprietary information shared by Grapheo (Pty) Ltd., except for the information that:
(a) is publicly available through no fault of yours,
(b) was rightfully known to you prior to disclosure by the Company, or
(c) you have obtained written permission to disclose.
You agree not to reverse engineer or attempt to derive the composition or underlying information, structure, or ideas of any proprietary information. The Client acknowledges that Grapheo (Pty) Ltd. and the VA possess proprietary information, including products, prices, future plans, client database, and personal information. The Client's proprietary information is deemed valuable, special, and unique assets. Grapheo (Pty) Ltd. and the VA agree not to use any Information for their own benefit or disclose it to any third party without the Client's prior written consent. Grapheo (Pty) Ltd. may be required to sign a Non-Disclosure Agreement specific to the Client or its Client(s) upon the Client's request.
Data Privacy and Protection:
In providing the Services to the Client, Grapheo (Pty) Ltd. and the VA acknowledge their exposure to Client data, including the client database and personal information. All Client data will only be accessed by Grapheo (Pty) Ltd. and the VA through the ClickUp platform, hosted within the European Union (EU) and fully compliant with the EU General Data Protection Regulation (GDPR).
Grapheo (Pty) Ltd. warrants that, with regard to the personal information held by the Client to which Grapheo (Pty) Ltd. and the VA have access for purposes related to this agreement, they shall:
Use and hold such personal information solely for performing their obligations under this agreement as directed by the Client, without modifying or disclosing it to any unauthorized third party, unless authorized by the Client or required by law or regulatory bodies.
Implement appropriate technical and organizational measures, using the ClickUp platform, to prevent unauthorized or unlawful processing of personal information.
Promptly notify the Client of any unauthorized, unlawful, or dishonest conduct, breaches of this agreement related to personal information, or any other relevant concerns.
Cooperate with the Client in responding to access requests, queries, or investigations initiated by individuals or regulatory authorities regarding personal information.
Upon demand from the Client, return or destroy personal information, as instructed, by contacting annrea@grapheo.co.za.
Permanent Placements:
If the client decides to hire the allocated virtual assistant independently and outside of Grapheo (Pty) Ltd., the client may be invoiced a recruitment and placement fee. If a virtual assistant terminated their engagement with Grapheo (Pty) Ltd. within 90 days from the termination date, Grapheo (Pty) Ltd. reserves the right to invoice the client a placement and recruitment fee based on the following rates per placement:
General/Marketing/Sales Virtual Assistant: R43 000.00 (ZAR) per placement
Executive Virtual Assistant/Project Manager: $48 500.00 (ZAR) per placement
Developer: R110 000.00 (ZAR) per placement
Limitations of Liability:
Notwithstanding any provision in this Agreement, neither party shall be held liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, economic loss, or claims.
Disclaimer:
Please be aware that all pricing mentioned is quoted in South African Rand (ZAR). To ensure smooth currency conversion, the exchange rate applied to this fee will be fixed at the current rate of R19.20 (Nineteen Rand and Twenty cents) to the dollar and R20.68 (Twenty Rand and Sixty Eight cents) to the euro.
Please note that Grapheo (Pty) Ltd. does not require you to complete a new welcome pack for every new VA added to your team. Only Schedule C needs to be completed.
Additionally, all prices quoted in ZAR are exclusive of VAT (15%).
Contact details:
Contact details:
Grapheo (Pty) Ltd.
Phone: 065 939 725
E-Mail: info@grapheo.co.za
Website: www.grapheo.co.za
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