FAQs

Will I work with the same person on all tasks?

You are assigned one primary assistant with whom you will communicate and who will personally handle most of your tasks. This person's goal is to develop a trusted relationship with you, get to know your business, learn your preferences and anticipate your needs. If a particular task or project requires special skill or expertise, you can count on your assistant to work closely with the Jan & Susan professional (hereafter J&S) who can best complete it.
 

How do I communicate with my assistant?

Most communications happen in an online workspace where your tasks and projects are managed. You can also reach us by phone, email or text during normal business hours, Monday-Friday, 8am-6pm (EST).  
 

What's the difference between a task, a project and a premium service?

J&S defines a task as a routine assignment which is charged against a monthly subscription plan. ᅠA project is an assignment which is larger in scope and/or requires more time than a client's subscription plan. ᅠA premium service is a service which is priced separately such as website design or a business package. Price quotes for projects and premium services are always provided in advance for approval.
 

How soon will my tasks be completed?

We make every effort to complete routine tasks within 36 hours; routine tasks submitted after business hours, on weekends or holidays will usually be completed within 36 hours of the start of the next business day. ᅠIf a task can't be completed within 36 hours, we will work with you to set a reasonable deadline for completion.
 

What is the refund policy?

There is a three month minimum commitment requirement for subscription plans; any plan may be canceled after three months. To cancel, just contact your assistant.ᅠ An annual subscription is a year-long commitment which is paid in advance with a one-time payment covering the full cost of the subscription for the year; annual subscriptions are non-refundable. 
 

Can I SEE how much time has been used in my monthly plan?

We track all tasks we do for you and you can view the time used/available in your online workspace. Tasks are charged against the your monthly subscription plan in 15-minute increments. (Example: A task completed in 12 minutes will be rounded up to 15 minutes; a task completed in 52 minutes will be rounded up to one hour, etc.) There are no refunds for unused tasks/time. If your tasks or projects require more than the monthly plan allows, you may upgrade to a higher plan or be charged at the end of the month at a rate of $35 per hour (one hour minimum).

What if I have an urgent task outside of normal business hours?

We make every effort to accommodate urgent requests which must be completed outside normal business hours. Urgent tasks are charged against your monthly hour limit and subject to an additional fee of $35 per hour.
 

How am I billed for monthly subscriptions?

Monthly subscriptions are billed and charged to your credit/debit card on the date service begins. Premium services are billed when ordered. Ongoing premium services (payroll service, for example) are billed in advance and charged to your credit/debit card on the first day of the month. Any fees for extra hours over the limit, urgent requests outside of business hours or special projects will be charged to your credit card at the time of service. See pricing plans.
 

Can another person share my account?

You may designate one additional authorized user on your account—this could be a business associate or family member who can submit tasks on your behalf and communicate directly with your J&S assistant.  If you have more than one additional authorized user, each person must have his/her own monthly account.
 

Can I specify the computer programs/apps I want my assistant to use?

J&S assistants are proficient in commonly used programs for both Mac and PC, including MS Office (Word, Excel), Apple products (Pages, Numbers), Adobe products (PhotoShop, Illustrator, InDesign, Acrobat, Muse) and more. We are custom Squarespace designers and experienced users of many cloud-based apps such as Mailchimp, Dropbox, Google Suite, Basecamp, Buffer, Social Pilot, Evernote, LiveChat, Active Collab, Olark, Slack, CloudApp, Zapier, Acuity Scheduling, Calendly, Join.Me and more.