FREQUENTLY ASKED QUESTIONS

Have some questions? Concerns? We have you covered in our FAQs!

Do you have a minimum commitment? I only need something short-term.

Tenants can choose a month-to-month or yearly contract. Custom tenancy lengths can often be arranged based on availability.

Do I have to sign a 1-year office lease?

Not if you don’t want to. We offer one-year or month-to-month leases based on availability.

Can I customize my office package?

Yes. If you need a specific set of services or support, contact us, and we’ll custom-create a package to cover everything you need.

Can I rent the office hourly/daily?

Yes. You can rent offices by the hour if units are available. There is a minimum 1-hour charge, and additional time beyond that can be booked in 15-minute increments.

What office sizes do you have available?

Our offices range in size from 95 sqft to 190 sqft. Availability may vary.

What type of businesses are tenants in the space?

We have many small businesses and corporate tenants, including independent consultants, writers, lawyers, accountants, pharmaceutical offices, corporate coaching, technology design, construction, and health & wellness specialists.

What is the voltage of the outlets in my office?

We have 120V standard outlets.

Can someone help me move?

Depending on how much you need to be moved in or out, a team member can assist, or we can refer you to our network of trusted moving companies (extra charges may apply).

Can I bring my own printer?

Yes. You can also use our commercial-grade full-colour printer and scanner.

I lost my access card and keys, what do I do?

Let us know as soon as you suspect they’ve been lost. We can get you a new set during regular business hours.

Can I give my access card and keys to someone else?

We can provide temporary or permanent keys for your guests or team members. Please do not share your key with others. 

I work remotely and am not in the office every day. Can someone on your team help me troubleshoot if anything happens, i.e., restarting my computer, restarting my POS, etc.?

Yes. Our team can assist with technical queries from the office during business hours if you are working remotely.

How can I use the office address?

You can use the address just like you would a physical office on your business cards, website, marketing materials, mailing address, and more.

How long does it take before I can start using the address?

Once we have received your signed contract and you have submitted your first payment, you can begin using the address. 

Do you provide phone numbers, or can I use my existing number?

Both. We can port in an existing phone number or assign a new one to you.

What greetings will my callers hear?

We personalize your greeting per your specifications.

What times will a live receptionist answer my phone line?

Our receptionists are available to answer your calls every day, Monday to Friday, 8:30 am to 5 pm (except for statutory holidays).

What happens to my calls outside of business hours?

We can program your calls in our intelligent system to forward directly to your cell, a voicemail box, or to your home office.

How does the voicemail system work?

There are two ways to access your voice mailbox: Calling in remotely or calling reception during business hours. We can arrange to send you an email when new voicemail messages are received as well. 

Can I customize how I like to be notified when physical mail comes in?

Yes. You can choose to be notified by email or phone when new mail arrives and you can also select the frequency of these updates (e.g, daily, weekly, etc.).

How can I pick up my mail?

Our reception area is open Monday to Friday, 8:30 am to 5 pm if you would like to pick it up in person. We can also open and scan and/or forward it to you by mail or courier.

Can anyone pick up my mail?

Unless we are notified ahead of time, only people you have pre-authorized are allowed to pick up your mail for your security.

Do I get a key for my mailbox?

There is no individual key for our mailbox. Our mailbox is accessible only by our team, and all mail is kept securely in our office until you retrieve it.

What options do I have if I cannot pick up during your office hours?

Some of our packages allow for mail forwarding by post or courier. We can also scan and email your mail to you if you prefer.

I travel a lot and cannot pick up my mail right away. How long will you store mail?

Just let us know how long you’ll be absent, and we’ll securely store your mail until you get back.

What is your hold policy?

We ask that you pick up all parcels within 2-3 days. We recommend you pick up your mail at least once a month.

Is there a limit to parcel size?

We generally only accept small boxes. However, if you are expecting a particularly large delivery, please contact us ahead of time to ensure we have adequate storage space and can accommodate.

Do you accept COD orders?

Yes. Please let us know in advance and provide our receptionist with a payment method.

Can you forward a parcel?

Yes. Please let us know your preference and we’ll make the arrangements.

Is your Virtual Assistant a bot or AI?

Our Virtual Assistants (VAs) are highly trained and skilled human assistants who are experts in their respective fields.

How well trained are your Virtual Assistants?

Our assistants are experienced, in-house employees with a college education and/or equivalent work experience. Our assistants have undergone an in-depth hiring process and extensive, ongoing training. All our assistants are supervised by a team of Managers, and we have multiple VAs that work together so they can rely on one another for vacation relief or workload assistance. You can expect professional-level deliverables from our assistants. We believe in employing locals and we are committed to providing fair wages for our assistants.

What language does your Virtual Assistant speak?

Our Virtual Assistants are all fluent English speakers.

Where are your Virtual Assistants located?

All our Virtual Assistants are based in Vancouver, BC, Canada.

I am not from Vancouver. Can I still use your Virtual Assistant?

Absolutely! Thanks to technology and the remote work trend, we can work with clients anywhere and everywhere.

What kind of work can my virtual assistant do? Are there any specific tasks that my virtual assistant is unable to perform?

You can see our full list of services here and determine if your tasks are covered under our assistants’ broad range of expertise. If you don’t see your task listed, feel free to contact us to discuss.

How do I communicate with my Virtual Assistant?

You can communicate with your Virtual Assistant via email or phone. If you are local to Vancouver, you’re also welcome to come to meet with us in person by booking an appointment here!

What schedule will my Virtual Assistant follow?

Our assistants work Monday to Friday, 8:30 am to 5:00 pm Pacific Time, and you can reach out to them anytime within those hours. Please note that we have a 1-business day response time. Should you need your Virtual Assistant urgently or outside the said availability, please call us as soon as possible so our team can help you figure out the best solution.

What if I need something to be done quickly? Do I get charged extra for that?

Rushed jobs will have a surcharge applied based on the task and deadline requested. The applicable surcharge will be relayed to the client for pre-approval before our team proceeds with the task.

Will I have a dedicated Virtual Assistant?

Our assistants are cross-trained on most platforms and skills, thus we do not necessarily assign one specific assistant to a client. Rather, we look at the type of work, size of the job and your requested due date to best align it within our team’s schedule. Requests to work with a specific team member may be made for certain projects and/or upon a client’s request. Whenever possible, we will do our best to accommodate.

Can I have managerial control over my Virtual Assistant?

You will have 1:1 direct communication with your Virtual Assistant as well as access to our Community Manager who will be able to assist when needed.

What is the turnaround time for the deliverables handled by my Virtual Assistant?

Our Virtual Assistants always strive to meet or beat all deadlines. If you have a specific timeline in mind, just let us know and we will do our best to match it! With our full team of VAs, we are often able to assign additional help when needed for larger jobs. 

Can I trust your Virtual Assistant with confidential information?

Absolutely. We conduct reference checks before hiring any of our assistants. Furthermore, strict confidentiality and non-disclosure clauses are included in all of our employment contracts and Virtual Assistant package contracts.

How does your Virtual Assistant track the time spent on my project?

Our assistants use a timesheet with 3-minute increments to ensure fair billing and that every task is tracked.

How do I monitor how many hours my Virtual Assistant has spent on a specific project?

At any time, you can ask your Virtual Assistant to provide you with an update on how much time has been spent so far for that month. We will also notify you if you’re close to your budgeted hours.

Do I get charged for the time spent on communications and onboarding?

Discovery and initial onboarding for up to 15 minutes are included at no charge. Any correspondence and/or revisions beyond that will be considered billable time.

Do my unused hours roll over?

Unfortunately, any of your unused hours will not roll over to the following month. 

I have exhausted my hours for the month. What happens next?

If your work is not time-sensitive we can pause until your next monthly allowance resets. Otherwise, with your approval, we can continue the excess work and it will be billed at our standard hourly rate.

Is there a minimum charge for an a-la-carte job?

We have a one-hour minimum fee on all a-la-carte jobs for new clients. After that, we bill in 3-minute increments.

Are there any hidden fees?

We have a one-time refundable security deposit that is equivalent to your monthly rate if you are opting in for a set package. Otherwise, for a-la-carte jobs, we require a prepaid retainer.

Can you explain your pro-rated charge for the initial sign-up?

To follow our policy of billing and processing payment for packages at the beginning of the month, your package subscription’s first month will be adjusted to reflect your sign up date to the end of the current month. After that you will be invoiced and billed in full month increments on the 1st of each month.

Can I increase or decrease my Virtual Assistant subscription hours and/or package when the need arises?

Absolutely. Please contact our Community Manager to arrange this.

Can I hire more than one Virtual Assistant? I’d like to get a different Virtual Assistant for different areas of my business.

In this case, we recommend increasing your package instead. We bill all the tasks based on the hours used regardless of the VA involved. If you need more hours than what is included in your package, or you feel you need access to a VA with a more advanced toolkit, please contact us and we can adjust which package you are on or create a custom package for you.

Can I share my Virtual Assistant with a colleague or a business partner?

Unfortunately, we only allow the specific user(s) agreed on in the contract to delegate work to our team. We find this helps to ensure that work isn’t overlooked by either party, and it maintains a consistent line of communication and a strong understanding of requirements/time used each month.

What if I am not happy with my current VA?

We do our best to make sure things like this don’t happen, but we understand that we don’t live in a perfect world. Our Community Manager is here to resolve any issues and to ensure your complete satisfaction.

I just signed up. What can I expect next?

Our Community Manager will contact you to discuss your work and what we need to get started right away.

What are clean-up and set-up fees?

Clean-up and set-up fees are applied for onboarding, file transfer and/or conversion, establishing a chart of accounts, and any other accounting clean-up that may be required.

What are the terms for a subscription? Do I have to sign up for a year, or can I opt out anytime?

Our bookkeeping subscriptions are month-to-month, and we require one clear calendar month’s notice to cancel the service. 

I just want to have some accounts reconciled, and I do not need the whole package. Can I customize the bookkeeping services I need?

Yes. If you don’t see a package that meets your needs, we can handle your work based on an hourly rate.

I need services that are beyond the scope you mentioned in your packages and add-ons. Are you able to help?

Whenever possible, we’re going to say yes. If we have the skills and resources to help, we’re more than happy to lend a hand. Contact us about your needs, and we can find someone internally or a third-party vendor to help. 

How do the add-ons work? Do I get billed monthly?

If you have purchased a bookkeeping package with us, add-on items will be billed monthly based on what you have used.

I need my financial books to be digitized. Can you do that?

Yes. Contact us about the scope of your needs, and we’ll do what we can to assist.

What does your association management package include?

We can help with many projects and tasks, including handling mail and answering telephones or managing complete day-to-day operations, including data entry, job posting handling, email and website management, membership and certification, and bookkeeping. Please inquire for more details.

Can you help us with organizing our AGM and annual conference?

Yes. We can help organize in-person and online events, including venue and vendor sourcing, technical support, member communication, and more.

We have a complex CRM for our membership tracking. Is this something you can maintain for us?

Yes. We currently use four different CRMs for our existing clients. We help with invoicing, membership processing, professional development tracking, and membership activity throughout the year. We’re happy to learn new systems you may be using too. 

Does your service include social media management and marketing?

Social media management and marketing are not in our general services’ scope but can often be arranged upon request. 

I need someone to be able to facilitate a meeting and create meeting minutes. Is this something you can do?

Yes. We can organize in-person or virtual meetings and take meeting minutes as needed.

How many people do your meeting rooms seat?

Our Boardroom can seat eight (8) people, and our small meeting room can seat four (4) people.

Does your meeting room have conference capability?

Yes. Our boardroom has a smart TV to connect to your laptop, phone, tablet, and other devices for online conferencing. Our small meeting room has a large screen TV with an independent Polycom videoconferencing system, a high-definition camera, and speaker (an additional charge applies for the Polycom system).

Do I have to be tenant to book a meeting room?

No. Our meeting rooms are open to the public for booking. 

How far in advance can I book your meeting room?

We recommend booking as early as possible to get your preferred room and time. We can also accommodate bookings on short notice based on availability.

What is your cancellation policy?

There is no penalty if you cancel 24 hours or more before your start time. Meetings cancelled within the 24-hour window are subject to full payment.

How do I book a meeting room?

You can book directly through our website, or by calling us, emailing us or book in person if you’re in the area.

Can I book a meeting room outside your office hours? How does it work?

Tenants have 24-hour access and can book outside office hours. For non-tenants, please contact us for arrangements (extra fees may apply).

Do you provide extra chairs?

Yes. We have extra chairs available for use.

Can I do catering in your boardroom?

Yes. Please notify us ahead of time to arrange the logistics.

Do you have a waiting area for my clients?

Yes. Your guests can wait in the reception seating area. 

How do meeting room billings work for clients?

Our tenants and Virtual Complete clients receive a meeting room service package with allotted meeting room hours each month. Our virtual clients can book meeting room hours on account and get billed at the end of each month.

Can I do a videoshoot and/or photoshoot at your meeting room?

We review this request on a case-by-case basis. Please contact us for more information.

Can I have more than one company on my subscription?

Yes. We have packages that allow up to 3 affiliated business names under the main company listed.

What payment methods do you accept?

We accept cash, cheque, Visa, MasterCard, AMEX, and e-Transfer.

How do I renew?

Contracts renew automatically on your preferred payment cycle.

What is your cancellation policy?

To cancel your service package, we require one clear calendar month’s notice for virtual offices and virtual assistants, two clear calendar months for full-time tenants, and three clear calendar months for associations with Association Management contracts. 

Can I pay in a different currency?

All payments are processed in Canadian Dollars. If you pay via credit card issued from another country, the currency conversion will be handled by your card provider and appear directly on your statement.

When is my invoice due?

For Office Space rentals, invoices are due on the 1st of each month. Bookkeeping and Association Management are due on the 11th of each month. Virtual Office and Virtual Assitant are due each month at your sign-up date. 

Why do I need to pay a deposit?

The deposit is a security requirement if a client defaults on their payment. It also acts as collateral for any damage to the office or property. 

Are there other fees or hidden charges?

Some of our packages require set-up fees or have add-on, paid services. These will be discussed with you at the outset so that there are no surprises. If at any time you have questions about an item on your bill, please don’t hesitate to ask.

What are the prices for printing, scanning, etc.?

Black & white printing is $0.16 per page, full-colour printing is $0.60 per page, and scanning is always free. Please inquire regarding additional fees for other administrative services.

What are the building amenities?

The building has a comprehensive list of amenities that are available to tenants of our suites. These include, above ground and underground parking, washrooms on each floor, storage facilities, and a secured bike room.

Where can I park my car?

The building has 3 above-ground parking levels and 2 underground levels that are managed by Impark. There is a combination of first-come-first-served stalls, monthly open, and monthly 24-hour reserved.   

Do you allow pets in the building?

No. Aside from certified service animals, the entire building is pet-free. 

Can I bring my bike to the office?

Yes. Our building has a complimentary secured bike storage room that is only accessible to tenants that have pre-registered. 

Do you have a lunch room?

We have a small bar seating area in our kitchen.

What are the amenities in your kitchen?

Coffee, tea, filtered water (hot/cold), microwave, dishwasher, fridge, toaster oven, plus plates, bowls, cups, glasses and cutlery.

Who has access to my private office?

Only you, our MPS staff, and the janitorial crew so that we can efficiently deliver your mail and clean your office.

Is the office secured with an alarm system?

Yes. We have an easy-to-use monitored alarm system.

How do I enter the building after hours?

You will be provided with a personalized access card to enter the building, operate the elevator, and enter our floor.

In the case of an emergency, who do I talk to?

Please reach out to one of our team members immediately. You can also reach out to our general manager outside of business hours.

How do I log into the WiFi?

When you are in the building, please ask our receptionist for our WiFi login.

What is your internet speed?

Our maximum download speed is 1.0 Gbps, and maximum upload speed is 150 Mbps.

How many devices can I connect to MPS WiFi?

We do not limit how many devices can connect to our WiFi as long as it is within a reasonable amount.

For private offices, can I connect to the internet via an ethernet cable?

Yes. All of our offices are equipped with an ethernet connection.

Who do I call if I have an internet problem?

Please contact one of our team members in-house. If the problem occurs outside business hours, please contact our general manager for assistance. You will be provided with all emergency and technical support contacts. 

How do I connect to the TV in the conference room?

You can connect to the TVs in our meeting rooms via HDMI, VGA, or wireless display.

Do I need to bring my own laptop for presentations, or will your monitor have the capabilities to plug in via USB?

Each of our TVs has a USB port so you can connect either your laptop or USB drive. You can also connect alternate devices such as your phone or tablet using wireless display.

Who do I contact if I need help troubleshooting?

Our team members can assist you with troubleshooting during office hours. Outside these hours, please contact the General Manager for assistance. 

What are cookies, and how do I set up my preferences?

Cookies are standard files stored in your computer so that our website identifies you as a repeat visitor. You can click “Manage preferences” on the cookie pop-up bar on our website footer to manage your preferences.

Is your online checkout secured?

Yes. We use Stripe as our third-party payment processor. It is encrypted, SSL protected, and PCI compliant.

How do I subscribe to your newsletter?

Our newsletter subscribe form is available on the homepage and on the footer. You can also subscribe by clicking this link.

How often do you send out your newsletter and other promotional emails?

Our Community Digest goes out once every month. We don’t send out promotional emails regularly.

How do I unsubscribe from your newsletter?

Click the unsubscribe button on the bottom of our newsletter to change your newsletter preferences.

How do I know when I’ve successfully referred someone?

We will notify you via email.

Will my friend receive a reward too?

Rewards are payable to referring party only.

Is there a way for me to track the status of my referrals?

We will notify you when your referrals have successfully joined our community or call us anytime.

How will I receive my referral fee(s)?

We will issue you a cheque or an e-transfer.

My referee did not mention my name when signing up. Is there a way to track it back to me?

Unfortunately, we cannot track referrals back. Please ensure you are included in the initial correspondence.

What happens if my referral cancels their commitment?

If cancelled before the minimum terms are completed, the reward will not be applicable. If they cancel after the completion of the minimum terms, you will still receive the full reward.

Is there a limit to the number of people I can refer to or how much I can earn?

No, the more the merrier!

Can the reward be credited to my bill?

Yes, absolutely!

Who should I contact if I have more questions regarding the referral program?

Call or email us: 604-732-3877 or offices@OfficeSpaceVancouver.com

Office Space Rental

Do you have a minimum commitment? I only need something short-term.

Tenants can choose a month-to-month or yearly contract. Custom tenancy lengths can often be arranged based on availability.

Do I have to sign a 1-year office lease?

Not if you don’t want to. We offer one-year or month-to-month leases based on availability.

Can I customize my office package?

Yes. If you need a specific set of services or support, contact us, and we’ll custom-create a package to cover everything you need.

Can I rent the office hourly/daily?

Yes. You can rent offices by the hour if units are available. There is a minimum 1-hour charge, and additional time beyond that can be booked in 15-minute increments.

What office sizes do you have available?

Our offices range in size from 95 sqft to 190 sqft. Availability may vary.

What type of businesses are tenants in the space?

We have many small businesses and corporate tenants, including independent consultants, writers, lawyers, accountants, pharmaceutical offices, corporate coaching, technology design, construction, and health & wellness specialists.

What is the voltage of the outlets in my office?

We have 120V standard outlets.

Can someone help me move?

Depending on how much you need to be moved in or out, a team member can assist, or we can refer you to our network of trusted moving companies (extra charges may apply).

Can I bring my own printer?

Yes. You can also use our commercial-grade full-colour printer and scanner.

I lost my access card and keys, what do I do?

Let us know as soon as you suspect they’ve been lost. We can get you a new set during regular business hours.

Can I give my access card and keys to someone else?

We can provide temporary or permanent keys for your guests or team members. Please do not share your key with others. 

I work remotely and am not in the office every day. Can someone on your team help me troubleshoot if anything happens, i.e., restarting my computer, restarting my POS, etc.?

Yes. Our team can assist with technical queries from the office during business hours if you are working remotely.

Virtual Office Space

How can I use the office address?

You can use the address just like you would a physical office on your business cards, website, marketing materials, mailing address, and more.

How long does it take before I can start using the address?

Once we have received your signed contract and you have submitted your first payment, you can begin using the address. 

Do you provide phone numbers, or can I use my existing number?

Both. We can port in an existing phone number or assign a new one to you.

What greetings will my callers hear?

We personalize your greeting per your specifications.

What times will a live receptionist answer my phone line?

Our receptionists are available to answer your calls every day, Monday to Friday, 8:30 am to 5 pm (except for statutory holidays).

What happens to my calls outside of business hours?

We can program your calls in our intelligent system to forward directly to your cell, a voicemail box, or to your home office.

How does the voicemail system work?

There are two ways to access your voice mailbox: Calling in remotely or calling reception during business hours. We can arrange to send you an email when new voicemail messages are received as well. 

Can I customize how I like to be notified when physical mail comes in?

Yes. You can choose to be notified by email or phone when new mail arrives and you can also select the frequency of these updates (e.g, daily, weekly, etc.).

How can I pick up my mail?

Our reception area is open Monday to Friday, 8:30 am to 5 pm if you would like to pick it up in person. We can also open and scan and/or forward it to you by mail or courier.

Can anyone pick up my mail?

Unless we are notified ahead of time, only people you have pre-authorized are allowed to pick up your mail for your security.

Do I get a key for my mailbox?

There is no individual key for our mailbox. Our mailbox is accessible only by our team, and all mail is kept securely in our office until you retrieve it.

What options do I have if I cannot pick up during your office hours?

Some of our packages allow for mail forwarding by post or courier. We can also scan and email your mail to you if you prefer.

I travel a lot and cannot pick up my mail right away. How long will you store mail?

Just let us know how long you’ll be absent, and we’ll securely store your mail until you get back.

What is your hold policy?

We ask that you pick up all parcels within 2-3 days. We recommend you pick up your mail at least once a month.

Is there a limit to parcel size?

We generally only accept small boxes. However, if you are expecting a particularly large delivery, please contact us ahead of time to ensure we have adequate storage space and can accommodate.

Do you accept COD orders?

Yes. Please let us know in advance and provide our receptionist with a payment method.

Can you forward a parcel?

Yes. Please let us know your preference and we’ll make the arrangements.

Virtual Assistant

Is your Virtual Assistant a bot or AI?

Our Virtual Assistants (VAs) are highly trained and skilled human assistants who are experts in their respective fields.

How well trained are your Virtual Assistants?

Our assistants are experienced, in-house employees with a college education and/or equivalent work experience. Our assistants have undergone an in-depth hiring process and extensive, ongoing training. All our assistants are supervised by a team of Managers, and we have multiple VAs that work together so they can rely on one another for vacation relief or workload assistance. You can expect professional-level deliverables from our assistants. We believe in employing locals and we are committed to providing fair wages for our assistants.

What language does your Virtual Assistant speak?

Our Virtual Assistants are all fluent English speakers.

Where are your Virtual Assistants located?

All our Virtual Assistants are based in Vancouver, BC, Canada.

I am not from Vancouver. Can I still use your Virtual Assistant?

Absolutely! Thanks to technology and the remote work trend, we can work with clients anywhere and everywhere.

What kind of work can my virtual assistant do? Are there any specific tasks that my virtual assistant is unable to perform?

You can see our full list of services here and determine if your tasks are covered under our assistants’ broad range of expertise. If you don’t see your task listed, feel free to contact us to discuss.

How do I communicate with my Virtual Assistant?

You can communicate with your Virtual Assistant via email or phone. If you are local to Vancouver, you’re also welcome to come to meet with us in person by booking an appointment here!

What schedule will my Virtual Assistant follow?

Our assistants work Monday to Friday, 8:30 am to 5:00 pm Pacific Time, and you can reach out to them anytime within those hours. Please note that we have a 1-business day response time. Should you need your Virtual Assistant urgently or outside the said availability, please call us as soon as possible so our team can help you figure out the best solution.

What if I need something to be done quickly? Do I get charged extra for that?

Rushed jobs will have a surcharge applied based on the task and deadline requested. The applicable surcharge will be relayed to the client for pre-approval before our team proceeds with the task.

Will I have a dedicated Virtual Assistant?

Our assistants are cross-trained on most platforms and skills, thus we do not necessarily assign one specific assistant to a client. Rather, we look at the type of work, size of the job and your requested due date to best align it within our team’s schedule. Requests to work with a specific team member may be made for certain projects and/or upon a client’s request. Whenever possible, we will do our best to accommodate.

Can I have managerial control over my Virtual Assistant?

You will have 1:1 direct communication with your Virtual Assistant as well as access to our Community Manager who will be able to assist when needed.

What is the turnaround time for the deliverables handled by my Virtual Assistant?

Our Virtual Assistants always strive to meet or beat all deadlines. If you have a specific timeline in mind, just let us know and we will do our best to match it! With our full team of VAs, we are often able to assign additional help when needed for larger jobs. 

Can I trust your Virtual Assistant with confidential information?

Absolutely. We conduct reference checks before hiring any of our assistants. Furthermore, strict confidentiality and non-disclosure clauses are included in all of our employment contracts and Virtual Assistant package contracts.

How does your Virtual Assistant track the time spent on my project?

Our assistants use a timesheet with 3-minute increments to ensure fair billing and that every task is tracked.

How do I monitor how many hours my Virtual Assistant has spent on a specific project?

At any time, you can ask your Virtual Assistant to provide you with an update on how much time has been spent so far for that month. We will also notify you if you’re close to your budgeted hours.

Do I get charged for the time spent on communications and onboarding?

Discovery and initial onboarding for up to 15 minutes are included at no charge. Any correspondence and/or revisions beyond that will be considered billable time.

Do my unused hours roll over?

Unfortunately, any of your unused hours will not roll over to the following month. 

I have exhausted my hours for the month. What happens next?

If your work is not time-sensitive we can pause until your next monthly allowance resets. Otherwise, with your approval, we can continue the excess work and it will be billed at our standard hourly rate.

Is there a minimum charge for an a-la-carte job?

We have a one-hour minimum fee on all a-la-carte jobs for new clients. After that, we bill in 3-minute increments.

Are there any hidden fees?

We have a one-time refundable security deposit that is equivalent to your monthly rate if you are opting in for a set package. Otherwise, for a-la-carte jobs, we require a prepaid retainer.

Can you explain your pro-rated charge for the initial sign-up?

To follow our policy of billing and processing payment for packages at the beginning of the month, your package subscription’s first month will be adjusted to reflect your sign up date to the end of the current month. After that you will be invoiced and billed in full month increments on the 1st of each month.

Can I increase or decrease my Virtual Assistant subscription hours and/or package when the need arises?

Absolutely. Please contact our Community Manager to arrange this.

Can I hire more than one Virtual Assistant? I’d like to get a different Virtual Assistant for different areas of my business.

In this case, we recommend increasing your package instead. We bill all the tasks based on the hours used regardless of the VA involved. If you need more hours than what is included in your package, or you feel you need access to a VA with a more advanced toolkit, please contact us and we can adjust which package you are on or create a custom package for you.

Can I share my Virtual Assistant with a colleague or a business partner?

Unfortunately, we only allow the specific user(s) agreed on in the contract to delegate work to our team. We find this helps to ensure that work isn’t overlooked by either party, and it maintains a consistent line of communication and a strong understanding of requirements/time used each month.

What if I am not happy with my current VA?

We do our best to make sure things like this don’t happen, but we understand that we don’t live in a perfect world. Our Community Manager is here to resolve any issues and to ensure your complete satisfaction.

I just signed up. What can I expect next?

Our Community Manager will contact you to discuss your work and what we need to get started right away.

Bookkeeping Service

What are clean-up and set-up fees?

Clean-up and set-up fees are applied for onboarding, file transfer and/or conversion, establishing a chart of accounts, and any other accounting clean-up that may be required.

What are the terms for a subscription? Do I have to sign up for a year, or can I opt out anytime?

Our bookkeeping subscriptions are month-to-month, and we require one clear calendar month’s notice to cancel the service. 

I just want to have some accounts reconciled, and I do not need the whole package. Can I customize the bookkeeping services I need?

Yes. If you don’t see a package that meets your needs, we can handle your work based on an hourly rate.

I need services that are beyond the scope you mentioned in your packages and add-ons. Are you able to help?

Whenever possible, we’re going to say yes. If we have the skills and resources to help, we’re more than happy to lend a hand. Contact us about your needs, and we can find someone internally or a third-party vendor to help. 

How do the add-ons work? Do I get billed monthly?

If you have purchased a bookkeeping package with us, add-on items will be billed monthly based on what you have used.

I need my financial books to be digitized. Can you do that?

Yes. Contact us about the scope of your needs, and we’ll do what we can to assist.

Association Management

What does your association management package include?

We can help with many projects and tasks, including handling mail and answering telephones or managing complete day-to-day operations, including data entry, job posting handling, email and website management, membership and certification, and bookkeeping. Please inquire for more details.

Can you help us with organizing our AGM and annual conference?

Yes. We can help organize in-person and online events, including venue and vendor sourcing, technical support, member communication, and more.

We have a complex CRM for our membership tracking. Is this something you can maintain for us?

Yes. We currently use four different CRMs for our existing clients. We help with invoicing, membership processing, professional development tracking, and membership activity throughout the year. We’re happy to learn new systems you may be using too. 

Does your service include social media management and marketing?

Social media management and marketing are not in our general services’ scope but can often be arranged upon request. 

I need someone to be able to facilitate a meeting and create meeting minutes. Is this something you can do?

Yes. We can organize in-person or virtual meetings and take meeting minutes as needed.

Meeting Rooms Rental

How many people do your meeting rooms seat?

Our Boardroom can seat six people, and our small meeting room can seat four people.

Does your meeting room have conference capability?

Yes. Our meeting rooms have large screen TVs to connect to your laptop for online conferencing as well as an independent Polycom videoconferencing system with a high-definition camera and speaker (additional charge applies for Polycom system).

Do I have to become a tenant to book a meeting room?

No. Our meeting rooms are open to the public for booking. 

How far in advance can I book your meeting room?

We recommend booking as early as possible to get your preferred room and time. We can also accommodate bookings on short notice based on availability.

What is your cancellation policy?

There is no penalty if you cancel 24 hours or more before your start time. Meetings cancelled within the 24-hour window are subject to full payment.

How do I book a room?

You can book directly through our website, or by calling us, emailing us or book in person if you’re in the area.

Can I book a meeting room outside your office hours? How does it work?

Tenants have 24-hour access and can book outside office hours. For non-tenants, please contact us for arrangements (extra fees may apply).

Do you provide extra chairs?

Yes. We have extra chairs available for use.

Can I do catering in your boardroom?

Yes. Please notify us ahead of time to arrange the logistics.

Do you have a waiting area for my clients?

Yes. Your guests can wait in the reception seating area. 

How do meeting room billings work for clients?

Our tenants and Virtual Complete clients receive a meeting room service package with allotted meeting room hours each month. Our virtual clients can book meeting room hours on account and get billed at the end of each month.

Billing & Invoicing

Can I have more than one company on my subscription?

Yes. We have packages that allow up to 3 affiliated business names under the main company listed.

What payment methods do you accept?

We accept cash, cheque, Visa, MasterCard, AMEX, and e-Transfer.

How do I renew?

Contracts renew automatically on your preferred payment cycle.

What is your cancellation policy?

To cancel your service package, we require one clear calendar month’s notice for virtual offices, two clear calendar months for full-time tenants, and three clear calendar months for associations with Association Management contracts. 

Can I pay in a different currency?

All payments are processed in Canadian Dollars. If you pay via credit card issued from another country, the currency conversion will be handled by your card provider and appear directly on your statement.

When is my invoice due?

For Office Space rentals, invoices are due on the 1st of each month. Virtual Office and other services are due on the 11th of each month. Other administrative services are due upon receipt.

Why do I need to pay a deposit?

The deposit is a security requirement if a client defaults on their payment. It also acts as collateral for any damage to the office or property. 

Are there other fees or hidden charges?

Some of our packages require set-up fees or have add-on, paid services. These will be discussed with you at the outset so that there are no surprises. If at any time you have questions about an item on your bill, please don’t hesitate to ask.

What are the prices for printing, scanning, etc.?

Black & white printing is $0.16 per page, full-colour printing is $0.60 per page, and scanning is always free. Please inquire regarding additional fees for other administrative services.

Building Facilities

What are the building amenities?

The building has a comprehensive list of amenities that are available to tenants of our suites. These include, above ground and underground parking, washrooms on each floor, storage facilities, and a secured bike room.

Where can I park my car?

The building has 3 above-ground parking levels and 2 underground levels that are managed by Impark. There is a combination of first-come-first-served stalls, monthly open, and monthly 24-hour reserved.   

Do you allow pets in the building?

No. Aside from certified service animals, the entire building is pet-free. 

Can I bring my bike to the office?

Yes. Our building has a complimentary secured bike storage room that is only accessible to tenants that have pre-registered. 

Security

Who has access to my private office?

Only you, our MPS staff, and the janitorial crew so that we can efficiently deliver your mail and clean your office.

Is the office secured with an alarm system?

Yes. We have an easy-to-use monitored alarm system.

How do I enter the building after hours?

You will be provided with a personalized access card to enter the building, operate the elevator, and enter our floor.

In the case of an emergency, who do I talk to?

Please reach out to one of our team members immediately. You can also reach out to our general manager outside of business hours.

Wifi

How do I log into the WiFi?

When you are in the building, please ask our receptionist for our WiFi login.

What is your internet speed?

Our maximum download speed is 1.0 Gbps, and maximum upload speed is 150 Mbps.

How many devices can I connect to MPS WiFi?

We do not limit how many devices can connect to our WiFi as long as it is within a reasonable amount.

For private offices, can I connect to the internet via an ethernet cable?

Yes. All of our offices are equipped with an ethernet connection.

Who do I call if I have an internet problem?

Please contact one of our team members in-house. If the problem occurs outside business hours, please contact our general manager for assistance. You will be provided with all emergency and technical support contacts. 

Troubleshooting

How do I connect to the TV in the conference room?

The conference room TV connects to your laptop via an HDMI or VGA cable or a via Chromecast. 

Do I need to bring my own laptop for presentations, or will your monitor have the capabilities to plug in via USB?

Our TV has a USB port so you can connect either your laptop or USB drive. You can also connect alternate devices such as your phone or tablet using Chromecast.

Who do I contact if I need help troubleshooting?

Our team members can assist you with troubleshooting during office hours. Outside these hours, please contact the General Manager for assistance. 

Website

What are cookies, and how do I set up my preferences?

Cookies are standard files stored in your computer so that our website identifies you as a repeat visitor. You can click “Manage preferences” on the cookie pop-up bar on our website footer to manage your preferences.

Is your online checkout secured?

Yes. We use Stripe as our third-party payment processor. It is encrypted, SSL protected, and PCI compliant.

How do I subscribe to your newsletter?

Our newsletter subscribe form is available on the homepage and on the footer. You can also subscribe by clicking this link.

How often do you send out your newsletter and other promotional emails?

Our Community Highlight goes out bi-weekly. We don’t send out promotional emails regularly.

How do I unsubscribe from your newsletter?

Click the unsubscribe button on the bottom of our newsletter to change your newsletter preferences.

General

What type of administrative services do you offer?

Our common administrative services include data entry, copy or dicta typing, document creation and formatting, email handling, and more. Talk to any of our team members for more details or to inquire about custom administrative support.

Can I use your administrative/secretarial services without being a member?

Yes. Please contact us for more details regarding the pricing and scope of the job.

What amenities do you provide in your kitchen?

Coffee, tea, filtered water (hot/cold), microwave, dishwasher, fridge, toaster oven, plus plates, bowls, cups, glasses and cutlery.

Referral Program

How do I know when I’ve successfully referred someone?

We will notify you via email.

Will my friend receive a reward too?

Rewards are payable to referring party only.

Is there a way for me to track the status of my referrals?

We will notify you when your referrals have successfully joined our community or call us anytime.

How will I receive my referral fee(s)?

We will issue you a cheque or an e-transfer.

My referee did not mention my name when signing up. Is there a way to track it back to me?

Unfortunately, we cannot track referrals back. Please ensure you are included in the initial correspondence.

What happens if my referral cancels their commitment?

If cancelled before the minimum terms are completed, the reward will not be applicable. If they cancel after the completion of the minimum terms, you will still receive the full reward.

Is there a limit to the number of people I can refer to or how much I can earn?

No, the more the merrier!

Can the reward be credited to my bill?

Yes, absolutely!

Who should I contact if I have more questions regarding the referral program?

Call or email us: 604-732-3877 or offices@OfficeSpaceVancouver.com

Full scale office and administrative services without sacrificing the freedom or flexibility to work where and how you want!

You don’t need an office or a desk to have a professional business presence. You can get all the perks and assistance your business needs without leaving your home with our Virtual Office and Virtual Assistant packages. Wherever you are, we are too!

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Never miss a call or delivery again!

Our virtual office packages give you the ability to use our address as your own, which is perfect for anyone who wants to keep their personal address private. You can also use our address for your business cards, Google My Business listings, and legal paperwork. With a dedicated telephone line and a receptionist who is trained to know your business, you can be confident your business calls will be answered professionally and efficiently.

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Work ON your business, not IN your business, and leave the tedious administration to us.

If you’re looking for a reliable, trustworthy, and efficient team of virtual assistants, look no further than us. We have a wealth of experience in providing high-quality support to businesses of all sizes, and we’re confident that we can help you achieve your goals too. Our team is made up of highly skilled and experienced professionals, who are all experts in their field, and willing to go the extra mile for you. 

    

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Turnkey solutions with full amenities to fit your private office needs.

For affordable, available office space in Vancouver, trust MPS Executive Suites. We’ve been helping small businesses, start-ups, and professional organizations find the perfect office space since 1981. Our tenants enjoy a range of all-inclusive services to help them work more efficiently -without having to hire their own staff or buy their own equipment.

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A full range of services to support your association, members, and events.

There are many moving pieces to keep your association running smoothly every day. If you add any special events or galas to the mix, your work is compounded. We are one of the few Vancouver business centres that offer full-service association management to help you streamline your operations to run smoothly day after day, year after year.

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