Your Questions Answered

  • How do I communicate with my crew?
  • How does leave work?
  • How do staff get paid?
  • Can I change crew if I am not happy?
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Questions?

How do I communicate with my crew member?
It’s totally up to you. But we highly recommend using Teamwork, Google meeting or Zoom, a VOIP phone number or Skype. We have training videos on how to use Teamwork to send messages and task comments to your crew member effectively and efficiently.
How do I train my new crew member?
We have extensive training tips and advice within our knowledge base. Everything from creating a training calendar, to training volume and length, to setting key performance indicators and so much more — all designed to make this experience easier for you. You will have access to all of this when you register online.
How does overtime work?
We will only bill over time that you have pre-approved. Generally, your crew member will reach out to you once you reach 80% of their monthly hour’s allocation. For example, if you lease a crew member 40 hours per month, they will contact you once you reach 32 hours, and request approval to go beyond 40 hours. They will only proceed once approved and will otherwise pause work at 40 hours. The overtime will be billed during the first week of the following month.
What happens if my crew member does not complete all of the hours assigned to them?
If your crew member doesn’t consume 100% of their allocated hours due to absences, they will make up for those hours during the following month. Under other circumstances, it is ultimately your responsibility as the boss to ensure that your crew member is kept busy doing their job.
What hours are my crew members available to work?
Your MCC crew member will work one of the following three shifts and this information is also available on their online CVs:
23:00 – 09:00 Australia East Coast
09:00 – 19:00 US East Coast
06:00 – 16:00 US West Coast
What steps do I need to take if I wish you terminate my crew member?
If you would like to part ways with your MCC staff, we would follow the best practice performance improvement (PIP) process. which at MCC is “3 strikes and you are out”. By strikes, we mean failure to reach agreed-upon performance measures. If you have provided feedback and identified specific areas that need improvement, and still, performance does not improve, let them know via a video conference that they are being let go from your team. We will likely be in a position to replace your crew member within 24 hours.

If you wish to terminate your agreement with My Cloud Crew, notice is required as per the following. For terminations that take place before the 15th of the month, your crew member’s final day with you will be the final day of that month. For terminations that take place after the 15th of the month, the contract ends on the 15th of the following month.

As payments are made in advance, please note that refunds will not be provided should you fire your crew after payment has been made.

How is time billed?
All billable time is accounted for within our cloud task/staff management platform. This is updated in real-time as your crew member lets the virtual clock run against the task they’re working on. If you require your crew to do overtime, simply let them know; we can bill the overtime automatically on the next billing cycle.
How does annual leave work?
Generally, all MCC staff are required to provide their clients and My Cloud Crew™ with a two-week notice when applying for leave. The number of annual leave days depends on the location of your virtual employee. If they are in the Philippines, they have up to 15 days of paid leave, as reflected in our terms of service. This equates to 1.25 days per month. This means that should you have a full-time MCC employee, they will be entitled to 1.25 days per month of paid leave. The way this plays out, in reality, is that your monthly staffing retainer amount will remain the same (i.e., will not be reduced) if your virtual employee takes their 1.25 days off. If you have leased your team member for less than a full-time load, the same maths will apply — as a percentage of a full-time load.
I am based in the US, should I hire my staff to work my timezone, or will it work if they work Manila/Philippines day shift?
For most roles, we firmly believe that a few hours of overlap (your workday overlapping with their workday) each day is more than enough to form an effective working relationship. For marketing roles such as content marketing, paid ads management, and social media and finance roles such as bookkeeping and CFO, this will certainly work well. Perhaps even for a general virtual assistant, as they can continue working on your admi