Onboarding Terms

Set-Up Fee

This is a non-refundable fee we charge in advance to get you started with us. It secures you a firm place in our live client pipeline and ensures we can successfully get to work for you starting with our world class client onboarding experience.                                            

The fee is paid online, by you, via debit or credit card only. Fees paid are net of any charges your own bank may impose for foreign exchange and/or foreign entity transactions.

Lead Times

At The Virtual Hub, we employ all of our Support Assistants directly ourselves and train them prior to introduction to any of our clients. This means we tend to have a supply of Support Assistants pre trained and ‘ready to go’ to meet our client demand and meet our onboarding timeline TARGET of 7 business days post client sign up. However, our timelines can blow out to 2-6 weeks depending on the level of Support Assistant needed, the training demands, any customization of the role, the timezone needed, our live client demand pipeline and the time of year. We acknowledge this can be frustrating for a client who needs help yesterday but it is what leads to our very high success rate. After all, we are not producing assembly line widgets here, we are producing super high quality people, working across all global timezones that service a vast array of operational support needs for our clients businesses.

Subscription Payment

Charged monthly in advance via our automated billing system. Fees agreed are net of any charges your own bank may impose for foreign exchange and/or foreign entity transactions.

Contract

You will be required to sign our contract prior to the start date of the Support Assistant. The contract terms are in place for a 12 month term and run month to month thereafter until cancelled. However, the contract can be cancelled at any time with 30 days notice.

Part-Time Support Assistants

Clients opting to start with a Part-time Support Assistant need to be aware that the Assistant they are presented with will either have another part-time client already and therefore ONLY available part time or will already be planned for other accounts in waiting. If you think you would like to upgrade to full time in the future you will likely have to get a second Support Assistant, or, start with full time.

Post Meet up Support Assistant Selection Form

Needs to be completed within 24 hours after the Assistant meet up, after which time, our Support Assistants will be put forward for other clients and availability is no longer guaranteed.

Support Assistant Agreed Date and Time Form

Support Assistant Start Date should be within 7 days after the meet up otherwise we reserve the right to put our Assistants onto other client accounts.

Meeting a selection of our Support Assistants

We aim to introduce you to at least 3 of our Support Assistants during the meet ups, except in the case of platform requirements like Ontraport, Hubspot, Infusionsoft, Active Campaign or other more specific requirements where we may only show 1-2 Support Assistants who are at this level or capable of this level. If we only have 1 Support Assistant suitable for your account we will give you the opportunity to meet that Support Assistant anyway without having to wait for more supply and potentially lose out. In our experience even meeting just 1 of our Support Assistants who is the right fit can result in a home run success for a client so don’t let that deter you from at least having a meet up. 

Training pre & post meet up & selection

In the event of requesting platforms like Ontraport, Hubspot, Infusionsoft, ActiveCampaign etc or other more specific needs (eg SEO) we may not train on your chosen platform, process or knowledge area until after you choose who you want to work with. It is not possible, efficient or commercially viable to train every Support Assistant on every platform, process and knowledge hub. Instead, we train all Support Assistants  to be fantastic Assistants with our base intensive training programs prior to meeting any of our clients. Once a Support Assistant is chosen by a client we then work on building out a personalized training roadmap for each Assistant specific to the needs of the client account. This training happens alongside onboarding, outside of the client time and is fully funded and managed by The Virtual Hub. Your POD team will work on executing it all as part of your client journey experience with us. 

Other Terms

The Virtual Hub CLOSED days – The Virtual Hub is officially closed ONLY on the following days of the year:

• Christmas Day – December 25*

• Boxing Day – December 26*

• New Year’s Day – January 1*

• Holy Thursday

• Good Friday

• Saturdays & Sundays weekly

*In the event of these days falling on a weekend we will close on the business day thereafter. 

Public Holidays – We do not observe public holidays in ANY country (including The Philippines) apart from the days we are closed listed above. Because we are a global business it is not possible to please every client and Support Assistant with public holidays in their specific country. Instead, The Virtual Hub pays for annual leave for all of our employees and facilitates gift leave (as detailed below) for clients which can be used, if both parties agree sufficiently in advance, for various public holidays.

Paid Leave – 15 days paid leave funded by The Virtual Hub. The Support Assistant may use this for vacation or sick leave or any other reason for that matter. This leave is earned by the Support Assistant for every month they are an employee at The Virtual Hub starting with 1.25 for month 1 and so on. Every client gets 1.25 free day per month built into their subscription price to match the Support Assistant leave entitlement. In the event these do not match correctly, for example if the Support Assistant is with us much longer than the client and therefore has built up leave entitlements, our client success team will work with the accounts team to ensure the subscription is managed to rectify it for the client.                                                            

Our internal leave application system will only allow a Support Assistant to apply for a leave day if there is 4 days notice built in for the client. A client then has the right to approve or deny the leave day depending on the needs of the business. The Virtual Hub merely facilitates the approval or denial request on behalf of the client. 

All paid leave is already built into your monthly subscription calculation so it remains the same each month regardless of leave taken.

Gift Leave – This leave is outside the 15 days Paid Leave granted by The Virtual Hub to the Support Assistant. This is paid by the client and given as a gift of paid time off to the Support Assistant at the client’s discretion, facilitated by The Virtual Hub.

Cancellation – 30 days notice upon official cancellation triggered from the Client Portal.

Downgrade from full time to part time – 30 days notice required upon notification. In the event of wanting to then upgrade again to full time a new Support Assistant will be needed as we move our Assistants quickly to client accounts to have full utilization of our resources. 

Upgrade from part time to full time – For clients who elect to start with a part time Support Assistant and later want to upgrade to full time, they will likely need to get a second part time Support Assistant to work alongside the first one. We operate at as close to full capacity as possible for all of our Support Assistants and aim to keep our ‘on the bench’ team very dynamic and fluid. This means that a part time Support Assistant will quickly have two client account placements and will not be left in waiting for a part time client to decide if they would like more. Given all Support Assistants are on full salaries and employment benefits with The Virtual Hub from day 1 of employment with us and their financials are not linked in any way to any client, we reserve the right to place our Support Assistant resources as quickly as possible. 

Non-Payment – Services will be halted if payment is not made within 7 days after the due date. Billing for any halted days will still be charged. If the non payment continues for 21 days the Support Assistant will be positioned for other client accounts. If the client wishes to continue then a new Support Assistant may be required for the account.

Software or Hardware Requirements – Any specific software or hardware required by the client over and above The Virtual Hub’s standard package offering must be funded by the client. In the event The Virtual Hub can facilitate any purchasing or execution of the need we will liaise with you on that. 

Non-Disclosure Agreements – All Support Assistants are full time employees of our local Philippines company. There are strict and legally binding  non-disclosures built into their employment contracts with us. Simultaneously, there are non-disclosure clauses in The Virtual Hub Ltd contracts with clients.

Bonuses – The client may give a cash bonus to the Support Assistant at any time but ONLY via The Virtual Hub’s bonus payment form. The entire amount minus some small transaction fees, (usually about 2.5%) is passed to the Support Assistant using the current exchange rate and given in the following payroll cut off. This ensures the Support Assistant remains fully compliant with all local jurisdiction taxes and laws and The Virtual Hub Philippines also remains compliant as an employer. 

Working Direct & Understanding TVH Business Model – Provision has been made in the contract for clients who would like to work directly with their virtual resource. We have a non-negotiable fee for that detailed in the contract. For more understanding of why we have structured the clauses and fees in this way you can refer to our ‘Understanding TVH Business Model’ page in the Client Portal. By agreeing to these terms upon sign up you already agree to this clause.