Frequently Asked Questions (FAQ)
How quickly does my VPA respond to my tasks and how does processing take place?
You can delegate your tasks to your VPA around the clock via our app. After you have set your task, the completion takes place in three steps:
- Step “Check”: Your VPA checks the task within the my-vpa response times. Tasks that you post by 2 p.m. on weekdays will be checked by your VPA by 6 p.m. at the latest. Tasks that you delegate after 2 p.m. will be checked by your VPA no later than 12 p.m. on the following workday. Federal holidays and weekends are excluded from this. Check means that your VPA checks within the described response time (1.) whether all necessary information and competencies are available for the processing, and (2.) whether your task can be completed under the set conditions, such as deadline and time budget. If the check is positive, your VPA accepts the task and step 2 starts. If information is missing or conditions cannot be met, your VPA contacts you in the task chat. And if your VPA lacks the competency to handle a task, he/she will forward it to our customer support team and we will try to find a suitable assistant in coordination with you as soon as possible.
- Step “Processing”: Your VPA processes the task by the agreed deadline. If the check is positive, your VPA accepts the task and you are automatically informed. The task will be processed within the agreed deadline. If questions arise during the processing, your VPA will consult with you via the task chat. For the biggest tasks, you also have the option of requesting intermediate results and can thus check step by step whether the task is done to your satisfaction. In addition, we always recommend that you agree on intermediate results, which you can request at any time via the task chat.
- Step “Handover”: Your VPA hands over the result to you for review As soon as the task is completed, your VPA will hand over the result to you for review. You will receive a message in the task chat and then have seven days to accept and review the task. If you have any change requests, you can return the task to your VPA for further processing. If you are not at all satisfied with the result, you can complain about the task at any time.
- Please contact your VPA early, if you ever have a task that needs to be processed faster, even if we cannot guarantee faster completion, your VPA may be able to respond to your request in special cases.