Service Statement

Ovisacom commits to the following:

  • We will treat customers, contractors and staff with respect and courtesy, and respond to their needs with a sense of urgency;
  • We will return emails in no more than 24 hours (the following business day);
  • We will return phone calls in no more than 24 hours (the following business day);
  • Should any problems arise with (or changes be required to) the pre-agreed work-flows used by a customer’s assigned virtual assistant(s) and/or remote worker(s) – we will notify the customer and seek their approval within no more than 24 hours (the following business day);
  • We will escalate any incidents reported by a customer’s assigned virtual assistant(s) and or remote worker(s) in no more than 24 hours (the following business day);
  • We will action human resources issues in no more than 24 hours and provide a definitive, documented, resolution in no more than 72 hours;
  • We will respond to complaints and/or disputes in no more than 24 hours and propose a definitive, documented, resolution in no more than 72 hours;

Confidentiality

The security of customers’ information including their customers, business processes, proprietary information and documents, is our highest priority. It is our fundamental policy to value and safeguard the security of this information.

  • We will maintain physical, electronic and procedural safeguards that meet or exceed applicable laws.
  • Confidential information will only be handled by staff and contractors designated by management in coordination with the client, to have access to the same.
  • We will train our employees in the proper handling of customer’s confidential and proprietary information.
  • We will keep access to customer documents and confidential information under the control of assigned information officers who are responsible to ensure the transfer of, or access to, documents is legitimate and is in compliance with our internal policies. These policies prohibit any direct or indirect leakage, release, publication or letting any other party acquire customer’s documents, unless it is approved in writing by the customer or as mandated by law.
  • We will employ encryption technology for sensitive electronic documents.
  • We will strictly comply with the confidentiality terms that we have specifically drawn with our customer in case the customer puts forward other special confidentiality requirements.
  • We will dispose of all confidential customer information after the termination of the contract with the customer, or as otherwise directed by them.