Do you take phone calls or manage social media?
No. To preserve your time and maintain efficiency, all communication is handled via email, Asana, or scheduled Zoom sessions. Social media management is not included unless specifically agreed upon.

 

Can I roll over unused hours?
No. All hours are tied to your monthly package and cannot be carried over. Unused hours at the end of the month are forfeited.

 

Are your services refundable?
No. Packages are flat-fee and non-refundable. Payment secures your dedicated virtual assistant support and resources for the month.

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When does my package renew?
Packages renew automatically on the same day each month unless cancellation notice is received at least 3 days prior to the renewal date.

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What happens if I don’t use all my hours?
Any unused hours do not carry over and are considered forfeited. This ensures your dedicated time is reserved exclusively for you each month.

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What is included in my monthly strategy session?
Each package includes 1 hour per month for a Zoom strategy session. During this time, we review priorities, plan tasks, and align your workflow to maximize efficiency for the upcoming month.

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How do I submit tasks?
All tasks must be submitted through Asana, our project management platform. Each task should include clear instructions, relevant files, and any necessary materials to ensure accurate and efficient completion. Tasks submitted outside of Asana will not be scheduled or tracked.

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What is your response time?
You can expect a response to messages and task updates within 24–48 hours via Asana or email. Urgent priorities can be addressed during your scheduled monthly strategy session.

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What if a task takes longer than expected?
Tasks are managed within your monthly hour allocation. If a task exceeds the estimated time, you will be notified, and options for additional hours can be discussed.

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Can I change my package mid-month?
Package changes must be requested at least 3 days prior to the end of your current billing cycle and are effective starting the next billing cycle.

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Who has access to my information?
All Noir assistants are U.S.-based professionals trained in confidentiality. Sensitive data is handled securely and used solely to complete assigned tasks. Access is granted only within Asana and any approved collaborative platforms.

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Do you offer emergency or on-demand support?
No. All support is scheduled and planned to maintain quality and boundaries. Emergency requests must be discussed in advance and may incur additional fees.

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Can I hire a virtual assistant for one-off tasks?
Yes, but one-off projects are handled on a custom hourly or project basis, separate from monthly packages, and must be submitted via Asana.

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Do I need to provide software or tools?
Clients are responsible for providing access to any necessary software, tools, or platforms. Noir will guide the integration process as part of your Launch Concierge setup, including Asana onboarding.

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How do you handle confidentiality?
All assistants operate under strict confidentiality and data privacy guidelines. Sensitive information is never shared and is used solely to complete tasks assigned through Asana and approved communication channels.