What would you like to know?
Browse the answers below, or get in touch for advice specific to your business.
What does technical product support cover?
We provide general IT-capable professionals for Level 1 customer-facing product support, including account guidance, guided troubleshooting, ticket categorisation and escalation. The client supplies product-specific training, documentation, tools and escalation procedures before independent support begins.
Are training hours charged?
Yes. All client-specific training and onboarding hours are billable at the agreed service rate, separate from the monthly service allocation unless expressly agreed otherwise. We agree an estimated training budget before commencement and seek approval for additional hours.
How and when do we pay?
We agree the service schedule and billing frequency with you before work begins. Invoices reflect agreed billable hours, including approved client-specific training. Any prepayment, reconciliation or extra hours will be explained in your proposal and agreement.
Who provides the software, tools and licences?
The client provides and pays for all tools, software, subscriptions, licences, user accounts and platform access required for the agreed services. VAREXIS works within your approved systems; any exceptions or additional tools must be agreed separately in writing.
Do you use our existing helpdesk or CRM?
Yes. Our professionals work within your approved systems using client-provided access, training, procedures and escalation pathways. We do not include third-party software subscriptions in our service fees.
How is your support managed?
Client communication and service coordination are managed from Australia, with remote professionals supporting agreed business tasks. Team arrangements are discussed during onboarding.
Can I start with a small number of hours?
Yes. There is no minimum monthly commitment at launch. Tell us how many hours you need and we will agree a suitable schedule, subject to professional availability and scope.
Will I have the same assistant?
We aim for continuity wherever possible. The final assignment and any backup arrangements will be outlined in your service agreement.
How do you handle business information?
Access, confidentiality and security requirements are discussed during onboarding. Any overseas access to personal information will be addressed in the relevant privacy and contractual arrangements.
Do I need to commit before speaking with you?
No. A discovery call is simply a chance to understand your requirements and discuss whether our service model is suitable.
Is there a lock-in contract or cancellation fee?
No fixed minimum term for ongoing support. Monthly services require at least 30 days’ written notice to cancel. Services and agreed fees continue during the notice period; your signed agreement sets out final billing. The 10-hour introductory trial ends after the agreed scope and does not automatically renew.
Can I try VAREXIS before starting monthly support?
Yes. Ask about our optional 10-hour General VA introductory trial for $250, subject to scope and availability. We also offer a free 30-minute discovery call and a 30-day review for new ongoing engagements.