Response time and availability
What to expect when you send a message — and how urgent matters are handled.
Knowing when and how quickly you will hear back is an important part of working with any VA. Here is exactly what to expect from JM Virtual Solutions.
Standard response times:
- Messages sent during working hours (8:00 AM – 6:00 PM PHT, Mon–Fri) — responded to within 1–2 hours
- Messages sent outside working hours — responded to at the start of the next working day
- Emails — responded to within 4 hours during working hours
- Urgent matters — flagged immediately regardless of time of day (see below)
What counts as urgent:
- A client-facing issue that needs immediate attention
- A system or tool that is down and blocking work
- A time-sensitive deadline that was not previously discussed
- An escalation that requires your input before it can be resolved
How to flag something as urgent:
- Mark your message with the word URGENT in the subject line or at the start of your message
- Send via your agreed primary communication channel for the fastest response
- If no response within 30 minutes during working hours, follow up with a second message
Planned absences:
- All planned time off is communicated at least 7 days in advance
- Coverage options are discussed ahead of any absence
- Public holidays observed in the Philippines are shared at the start of each month
What Jenard commits to:
- You will never be left without a response for more than one business day
- If something is going to take longer than expected, you will be informed proactively
- No task will be left without an update at the end of each working day
To discuss availability or response preferences: https://calendly.com/jerinecua/discovery-call
Standard response times:
- Messages sent during working hours (8:00 AM – 6:00 PM PHT, Mon–Fri) — responded to within 1–2 hours
- Messages sent outside working hours — responded to at the start of the next working day
- Emails — responded to within 4 hours during working hours
- Urgent matters — flagged immediately regardless of time of day (see below)
What counts as urgent:
- A client-facing issue that needs immediate attention
- A system or tool that is down and blocking work
- A time-sensitive deadline that was not previously discussed
- An escalation that requires your input before it can be resolved
How to flag something as urgent:
- Mark your message with the word URGENT in the subject line or at the start of your message
- Send via your agreed primary communication channel for the fastest response
- If no response within 30 minutes during working hours, follow up with a second message
Planned absences:
- All planned time off is communicated at least 7 days in advance
- Coverage options are discussed ahead of any absence
- Public holidays observed in the Philippines are shared at the start of each month
What Jenard commits to:
- You will never be left without a response for more than one business day
- If something is going to take longer than expected, you will be informed proactively
- No task will be left without an update at the end of each working day
To discuss availability or response preferences: https://calendly.com/jerinecua/discovery-call