How it works

Four steps to a VA who knows your business

We find, onboard and manage. You get time back.

Free discovery call
A 30-minute call about your tasks and hours.
More
A 30-minute call about your business, the tasks you want off your plate, your tools and your working hours.
We match your VA
A VA whose skills and hours fit your work.
More
We choose a VA whose skills and experience fit your work, and who can work your hours.
Getting your VA started
NDA, your tools, supervised first work.
More
We'll first learn your tools, working hours, tasks and preferred way of communicating. Your VA signs a confidentiality agreement and gets access to the systems the role needs. They learn your processes, practise common tasks, and have their first work reviewed by a supervisor. We use your feedback to adjust how the work is handled.
Managed for you
Day-to-day supervision and a Friday report.
More
We manage and supervise your VA day to day. You get a weekly report every Friday, two named contacts, and round-the-clock support if anything needs fixing.

See how it works

What working with us looks like, week to week

Real examples of what our clients get, with the details changed to protect their privacy. An online skincare brand (sample), about 20 hours a week of VA support.

Sample 1

Weekly client report

Sent every Friday · 19.5 of 20 hours used

46 / 48tickets resolved

2.1 hrsaverage first reply

12review replies posted

10social posts scheduled

Work completed

Customer support: 48 tickets across email and store chat: order tracking, product questions, and returns prepared for approval.
Orders: 46 orders updated with tracking numbers; shipping-delay notices sent after a courier delay, flagged to the founder.
Reviews: 12 replies posted; 2 draft replies to negative reviews waiting for the founder's sign-off.
Stock: Stock counts entered; 3 products flagged as running low.

Needed from you

Approve 2 draft replies to negative reviews
Confirm the restock date for a low-stock product
Sign off one refund above the agreed limit

Next week

Follow up open shipping-delay cases with the courier
Schedule posts for the new product launch
Keep clearing the review backlog

Response targets

Category	Target	This week	Status
Urgent: product safety question	Acknowledge in 30 min, escalate to founder	None this week	On track
Order or product question	First reply in 2–4 business hours	2.1 hrs average	On track
General enquiry	Within 1 business day	0.9 days average	On track
Reviews	Reply in 1–2 business days	1.3 days average	Watch

Sample 2

Customer-support workflow

Agreed with you during onboarding

1ReceiveEmail, store chat and social messages arrive in one shared inbox.
2Triage and tagTracking, product question, return, address change, other.
3Respond or actReply from approved templates; update the order notes.
4EscalateSafety questions, refunds above the limit and negative reviews go to you.
5Close and logMarked resolved and counted in the weekly report.

Escalation rules

Product-safety and allergy questions always go straight to you; the VA never gives medical advice.
Refunds above your agreed limit need your approval.
Negative review replies are drafted the same shift and sent only after you approve them.

Daily rhythm

A fixed daily shift, timed to your busiest hours
Shared inbox checked at the start of each shift, then hourly
End-of-shift note: what's closed, what's open, what needs you
Weekly report every Friday

Sample 3

Onboarding checklist

Your first two weeks

Before day 1

NDA signedBoth
Role-limited store login createdYou
Shared inbox access grantedYou
Brand voice guide and refund policy sharedYou

Days 1–2: orientation

Kickoff call: goals, contacts, escalation rulesBoth
Walkthrough of tone and reply templatesBoth
Refund limits agreedBoth

Week 1: shadowing

VA drafts replies; you review before they're sentBoth
First social posts scheduled with your sign-offBoth
Day 7 check-in callBoth

Week 2: independence

VA handles tracking and review replies on their ownVA
Escalation rules confirmed and workingBoth
Day 14 check-in: performance reviewBoth

The Day 7 and Day 14 check-ins tie into our 14-day replacement promise: if it's not the right fit, we match you with a new VA at no extra cost.

Our promises, in detail

No small print, no surprises

What our promises mean in practice.

14-day replacement promise

Not the right fit? A new VA, at no extra cost

When does the 14 days start?: On your VA's first working day, not the contract date. It closes after the Day 14 check-in.
How do I ask for a replacement?: Tell your account manager by email or WhatsApp at any point in the 14 days. No forms, no reasons required.
How fast is the new VA found?: We introduce a new VA within 5 business days.
What happens in the meantime?: Your current VA keeps working (unless you'd rather pause), or a team lead covers your essential daily tasks. Nothing is dropped.
Do I pay for the handover?: No. The new VA's handover and onboarding time isn't billed, and the new VA gets their own 14 days.
And after 14 days?: You can still ask for a different VA at any time; it's handled with your account manager and normal notice.

Round-the-clock support

Someone is always there when it matters

Who do I contact?: Your two named contacts: your VA during their working hours, and your account manager for anything else.
Which channels?: WhatsApp +254 795 907 203 and email enquire@thebestvas.com.
What counts as urgent?: Your VA hasn't shown up, a login or security problem, or a mistake that affects your customers.
How fast for urgent issues?: Acknowledged within 1 hour, any time, day or night, with a plan to fix it the same day.
And everything else?: A reply within 1 business day, in your time zone.
What if my VA is sick or on leave?: We tell you the same day and arrange cover from a trained backup VA for your essential tasks.

How the 6-month minimum works

Applies to ongoing part-time and full-time plans; project work has no minimum.
Billed monthly.
The 14-day replacement promise applies inside the 6 months, so you're never stuck with the wrong VA.
After 6 months the plan continues month to month; either side can end it with 30 days' written notice.
Ending early is covered in your service agreement.

How we protect your business

Every VA signs an NDA and confidentiality agreement
Work happens on our private, secure workspace
Calls are recorded for quality
Access is removed the moment someone leaves

See all our security safeguards →

Questions

Common questions

How much does a VA cost?

Every quote is based on the hours you need, the kind of work, when it happens (standard hours or extended and 24-hour cover), the tools involved and any one-off setup. Book a free discovery call or request a quote and we'll send you a clear price.

How many hours can I get?

Part-time plans cover a set number of hours each week; our clients typically use 15 to 30. A full-time dedicated VA works about 40 hours a week. Project work is scoped and quoted separately.

Is there a minimum contract?

Ongoing part-time and full-time plans have a 6-month minimum, billed monthly. After that they continue month to month, and either side can end with 30 days' written notice. Project work has no minimum.

What if my VA isn't the right fit?

Tell your account manager within your VA's first 14 working days and we'll introduce a new VA within 5 business days, at no extra cost. Your current VA or a team lead keeps things running in the meantime, and handover time isn't billed.

What hours will my VA work?

The hours you choose. Most clients pick their own business day in the UK, the US or Australia, or split shifts around their busiest times. Evenings, weekends, public holidays and 24-hour cover are available at an additional cost. Our support team is there around the clock if anything needs sorting out.

How do you protect my business information?

Every VA signs an NDA, logins are shared only through a password-manager vault with two-factor authentication, each VA gets a role-limited login, and access is removed and passwords rotated the same day an engagement ends. See our Security page for every safeguard.

How quickly do you respond if something goes wrong?

Urgent issues are acknowledged within 1 hour, any time, day or night, with a plan to fix them the same day. Everything else gets a reply within 1 business day.

Where are your VAs based?

In Nairobi, Kenya. Our team is managed from our Nairobi base.

Ready to get time back in your week?

Answer a few quick questions and we'll match you with the right VA.

Under 1 hr enquiry replies, down from 4 business hours · Flash Party Photo Booth, Central Texas, USA

Find your VA in 1 minute