Service Level Agreement
Our commitment to quality, reliability, and excellence in every service we provide.
Last updated: December 29, 2025
48hrs
Onboarding Time
< 4hrs
Response Time
98%
Satisfaction Rate
100%
Data Security
1. Introduction
This Service Level Agreement ("SLA") defines the service commitments and quality standards thatQuick Virtual Assistant Pty. Ltd. ("Quick VA", "we", "us", "our") provides to all clients.
This SLA is incorporated by reference into our Terms & Conditions and forms part of your service agreement with us.
2. Service Availability
Business Hours
Standard service hours are Monday to Friday, 9:00 AM to 5:00 PM Australian Eastern Standard Time (AEST/AEDT). Extended hours may be arranged on request.
Public Holidays
Services are not available on Australian public holidays. We will notify you in advance of any scheduled closures.
Backup Support
In the event your assigned VA is unavailable due to illness or emergency, we will provide backup support or notify you within 4 business hours.
3. Response Times
We commit to the following response times during business hours:
| Communication Type | Initial Response | Resolution Target |
|---|---|---|
| Urgent Issues | Within 1 hour | Same business day |
| Standard Requests | Within 4 hours | 1-2 business days |
| General Enquiries | Within 24 hours | 2-3 business days |
| Project Work | Within 24 hours | As per agreed timeline |
4. Quality Standards
All work delivered by Quick VA will meet the following quality standards:
Accuracy
All deliverables will be reviewed for accuracy before submission
Completeness
Work will be delivered in full according to specifications
Timeliness
Deadlines will be met or communicated in advance if issues arise
Communication
Clear, professional communication at all times
Confidentiality
All client information treated with strict confidentiality
Professionalism
Industry best practices followed in all work
5. Onboarding Commitment
We commit to the following onboarding timeline:
- Initial consultation scheduled within 24 hours of enquiry
- VA matching completed within 24-48 hours of requirements confirmation
- Introduction call arranged within 24 hours of VA assignment
- Work commencement within 48 hours of onboarding completion
6. Data Security Commitments
We commit to protecting your data through:
- SSL/TLS encryption for all data transmission
- Secure storage with access controls
- Signed confidentiality agreements with all VAs
- Regular security training for all team members
- Immediate notification of any security incidents
- Compliance with Australian Privacy Principles
7. Service Credits
If we fail to meet our SLA commitments, you may be eligible for service credits:
| SLA Breach | Credit |
|---|---|
| Response time exceeded by 2x | 5% of monthly fee |
| Repeated quality issues (3+ in a month) | 10% of monthly fee |
| VA unavailable without backup | Pro-rata for hours lost |
Service credits are capped at 25% of monthly fees and must be claimed within 30 days of the incident.
8. Exclusions
This SLA does not apply to:
- Force majeure events (natural disasters, pandemics, etc.)
- Client-caused delays or incomplete information
- Third-party service outages (e.g., software providers)
- Scheduled maintenance with advance notice
- Requests outside the agreed scope of services
9. Reporting & Communication
To maintain transparency, we provide:
- Weekly or monthly timesheets (depending on your package)
- Regular check-in calls as agreed
- Immediate notification of any issues affecting service delivery
- Performance reviews upon request
10. Amendments
We may update this SLA from time to time. Significant changes will be communicated via email at least 14 days before taking effect. Continued use of our services after changes constitutes acceptance of the updated SLA.
Questions About Our SLA?
If you have any questions about this Service Level Agreement or our service commitments, please contact us: