Support Resort

Frequently Asked Questions

Please do not hesitate to contact us if we can be of assistance.

General Questions

That is correct. Simply place your order using the form above. You will not need to make any payment when you place your order nor will we ask for your credit card details. Once we receive your order we will match a staff member to your needs and they will start working with you.
If you are happy with the staff member's work then simply pay for the first month within 7 calendar days to continue service. If you are not happy, don't proceed. There is no obligation to do so.
Kindly note that we retain the copyright to all work that has not been paid for so the first seven days cannot be used to access free service for small jobs.
Absolutely not. All staff assigned to you are full-time employees of our company. As employees, our team members are bound by an employment agreement which includes clauses inserted for your protection, such as those relating to intellectual property, ownership of work produced and handling of confidential information.
Our staff are motivated and hard-working and they work exclusively for you. For further peace of mind, our supervisors oversee attendance and ensure there are no barriers to productivity. This means that you genuinely get the time you are paying for.
Further, to keep your data safe, our network is maintained by qualified administrators and we use appropriately licensed security software.
These safeguards do not apply when hiring freelancers.
We take our responsibilities to our clients very seriously and we adhere to intellectual property laws. All staff are direct employees of our company and have non-disclosure clauses in their employment contracts to safeguard our clients' confidential information. Local laws, such as the Information Technology Act (India), also include criminal penalties for misuse or disclosure of information obtained electronically. Our Terms and Conditions include clauses to protect your confidential information and intellectual property as well.
Our prices are all-inclusive. You pay a simple flat monthly rate. There are no hidden fees. We cover the costs including wages, basic supervision, training, retirement benefits, health insurance, travel, office space, hardware, selected software, Internet, electricity and so on. The only exception is that if you want your assigned staff member to use specific licensed commercial software, licensed digital assets or specific hardware then we would need to pass the cost on to you.
We provide basic supervision but not project management. We will ensure your staff attend work on time and work conscientiously throughout each shift. We are also on hand to assist if you have any questions or concerns about your staff. You retain control over the workflow though. You assign work directly to your assigned staff and they report directly back to you each shift (or more often, if you wish) so that you can monitor their progress and issue further instructions.

Questions About Developers

A good rule of thumb is that hiring a freelancer is the best option for small ad hoc projects but that hiring a dedicated developer from a reputable development company is a better choice for more substantial projects and/or longer-term requirements. For more detail as to why this is the case, please see our article on Dedicated Experts vs Freelancers.
The copyright of the final work belongs to you. We reserve the right to re-use basic functions that are not specific to your project, such as a function to validate an email address.
Kindly note too that we retain the copyright to work produced in any period you have not paid for, so the first seven days cannot be used to access free service for small jobs.
We use a three-stage progress to ensure your project is in good hands.
First, every developer we hire is carefully selected via a rigorous multi-staged assessment process which includes online and offline testing as well as a manual code review by a senior Australian programmer. Once the developer is hired, they undergo regular skill assessments and are provided with training tailored to their development needs.
Second, when you place your order you will have the opportunity to outline the work you intend to assign to the developer you are hiring. Our technical experts review the requirements carefully and then coordinate with our scheduling team to allocate the best possible developer (at the level you are paying for) from the available staff pool.
Third, once the developer is allocated to work with you, we closely monitor progress during the initial stages to ensure there are no barriers to the developer completing your assigned tasks efficiently and effectively.

Questions About Designers

We take the licensing of digital assets (such as images, videos, audio files, and so on) very seriously. Generally we recommend that you maintain control over your own digital asset licensing by subscribing directly with an appropriate vendor such as ShutterStock, Dreamstime, DepositPhotos, and so on. If you prefer, then your designer can choose and use digital assets from free digital asset libraries such as Unsplash, Pixabay or Pexels, but the range of available digital assets tends to be more limited in that case. We are not able to work with non-free digital assets unless you hold the copyright or have a valid license for the intended use.
Our designers use properly licensed commercial design software and never use unlicensed digital assets - we won't leave you with ticking legal time bombs by incorporating unlicensed assets in your projects.
The copyright of the final work belongs to you, with the exception of any third-party digital assets, such as images and videos, used in your project - such digital assets are subject to the licensing terms of the vendor or copyright owner. Typically, any digital assets we provide cannot be redistributed or used for derivative works, but they can be used in the product we have built.
We recommend that you subscribe directly to your preferred digital asset vendor (e.g. Shutterstock, Dreamstime, DepositPhotos) so that you have full control of your digital asset licensing.
Kindly note too that we retain the copyright to work produced in any period you have not paid for, so the introductory trial period cannot be used to access free service for small jobs.

Questions About Linux Administrators

Yes. Our Linux system administrators are well placed to provide high-quality technical support to web hosting customers via your chat system, help desk software, or email. Voice support can often be arranged too - if you need voice support, please contact us to discuss options before starting your trial.
Yes. Our Linux system administrators can provide professional service to your customers and colleagues via your chat system, help desk software, or email. Voice support can often be arranged too - if you need voice support, please contact us to discuss options before starting your trial.
Such technical support can encompass any technical topics that are within the skill set of the system administrators you hire, including workstation support, server support, email support, networking and so on.
We can provide Level 1-4 technical support as follows:
  • Skilled Linux Administrators: Level 1-2 technical support
  • Seasoned Linux Administrators: Level 1-3 technical support
  • Lead Linux Administrators: Level 1-4 technical support
Many of our Linux admins have exposure to cloud environments including Amazon AWS, Microsoft Azure, Google Cloud and/or Heroku. If you require these skills please contact us to discuss your needs or mention your requirements in the order form when you place your request for an obligation-free trial. We will then match an admin to your needs accordingly.
Our Linux administrators are typically highly experienced with vast exposure to many technologies. As such, most of our Linux administrators are also experienced with Windows administration any may hold relevant certifications as well. If you need admins who are skilled with both Linux and Windows, please mention that requirement in our order form when you place your request for an obligation-free trial. We will then arrange accordingly.
The exposure of individual Linux system administrators to specific software products varies but we will do our best to assign a Linux administrator who is the best fit for your needs.
Regardless of their specific exposure, all our Linux administrators have been very carefully pre-vetted, selected and trained, so will be well placed to adapt to whatever particular software products and configurations you use.

Questions About Virtual Assistants

We will provide a local phone number in your country (United States, Canada, United Kingdom, Ireland, South Africa, Australia and New Zealand - other countries may be available on request). If possible, the phone number will be provided in your local area. Whenever you call the number during your VA's shift hours, the call will be answered by your VA. If you wish, you can direct calls from your customers to the number we provide so that your VA can answer your customers' calls. Your VA will also be able to make outbound calls to landlines and mobile phones in your country.

Our VAs can make calls as part of their regular duties for you, such as calling your customers back or calling you to provide updates. Our flat monthly pricing structure includes unlimited outbound calls to landlines and mobile phones in your country (United States, Canada, United Kingdom, Ireland, South Africa, Australia or New Zealand - other countries may be available on request). Kindly note that we do not undertake unsolicited outbound call (telemarketing) campaigns.

You can contact your virtual assistant (VA) at any time during their daily shift via a phone number we provide in your region (or your preferred location). So you - and your customers, if you wish - make a local call and the phone is answered by your friendly assigned VA. You can also contact your VA via email or online text chat (e.g. Skype). Your VA will provide you with progress/work updates at intervals of your choice, or daily by default. You can also use tools like Slack, Microsoft Teams or Basecamp for communication if you prefer.

No. Our service is provided on a simple month-to-month basis and you can cancel at any time to avoid further charges.

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