Service Level Agreement

This Service Level Agreement ("SLA") defines the standards of service that Top Virtual commits to for all active Clients. These commitments apply from the first day of your VA's engagement.

1. Response Time Guarantees

2. VA Performance Standards

All Top Virtual VAs are expected to meet the following standards:

2.1 Attendance & Punctuality

• VAs must be online and available at the start of their scheduled shift
• Tardiness of more than 15 minutes without notice is reported to the Client and Top Virtual management
• Unexcused absences: 0 tolerance. Client is notified immediately, and backup coverage is arranged within 4 hours
• Guaranteed uptime: 95% or higher per month (accounting for approved leave, holidays, and illness)

2.2 Communication

• VAs respond to Client messages within 30 minutes during working hours
• Daily end-of-day summary (optional but recommended) — a brief update on tasks completed, in-progress, and blockers
• Weekly status report (for full-time VAs) — sent every Friday by end of shift
• All communication in professional English

2.3 Work Quality

• Work product must be accurate, complete, and delivered by agreed deadlines
• Documents must be proofread and formatted per Client standards before submission
• Errors must be corrected within 4 hours of being flagged (during working hours)
• If quality issues persist after feedback, Top Virtual will intervene with additional training or replacement

3. Matching & Onboarding Timeline

4. Support & Account Management

• Dedicated account manager assigned to every Client from day one
• Monthly check-in calls — proactive performance review with your account manager (30 min)
• Quarterly performance reports — formal assessment of VA productivity, quality, and Client satisfaction
• Escalation path: If you're not satisfied with your account manager's response, escalate directly to founder Jaycel Ruiz via jaycel@topvirtualph.com

5. Philippine Holiday Coverage

The Philippines observes approximately 18 public holidays per year. Here's how we handle it:

6. Tools & Infrastructure

• All VAs work on dedicated workstations with reliable internet (minimum 25 Mbps)
• Backup internet (mobile hotspot or secondary ISP) required for all VAs
• Power backup: VAs in areas with power instability are required to have UPS or generator access
• Software: VA provides their own computer. Top Virtual provides time-tracking software. Client provides access to firm-specific tools (Clio, PCLaw, etc.)
• If a VA experiences a connectivity outage exceeding 30 minutes, they must notify the Client immediately and make up the time

7. Confidentiality & Security Standards

• All VAs sign NDAs and data protection agreements before starting
• VAs work on password-protected, encrypted devices
• No client data stored on personal devices or cloud accounts
• VAs use VPN access when connecting to Client systems (if required by Client)
• Clean-desk policy: no client information visible on screen or paper when not actively working
• Monitoring software (time-tracking software) captures screenshots at random intervals during work hours — available to Client upon request

8. Practice Areas We Support

We match VAs based on specific practice area experience:

9. Escalation Process

10. SLA Credits

If we fail to meet the commitments in this SLA, you may be eligible for service credits:

• Matching delay (>5 business days): 10% credit on first month's invoice
• VA uptime below 90% in a month: Pro-rated credit for downtime hours
• Urgent issue response >4 hours: $50 USD credit per incident
• Failed replacement (>14 days): Full refund of most recent invoice

Credits are applied to the next invoice automatically. To report an SLA breach, email jaycel@topvirtualph.com with subject line "SLA Credit Request."

11. Contact