Frequently Asked Questions

Find the answers to your most frequently asked questions here! If you're still curious to know more, talk to us via the chat box at the bottom of the screen or e-mail us at hello@supahands.com.

  • icon General

    General

  • What is Supahands?

    Supahands is a business outsourcing platform powered by a team of SupaAgents. Supahands was built to help entrepreneurs and companies scale faster by taking care of their tedious and repetitive business tasks and projects.

  • What are the different plans that you offered?

    We have Supahands Entrepreneur and Supahands Business. Under Supahands Entrepreneur, we have the Starter, Growth, and Pro plan, which you can view here. Supahands Entrepreneur is a self-service platform that suits small teams or individual entrepreneurs as you manage your own projects and speak directly to the SupaAgent. Meanwhile, Supahands Business is for larger, long-term projects that require the special attention of our Project Managers.

  • What are your working hours?

    Our office’s main working hours are from Monday to Friday, 9am to 6pm (GMT +8). Some of our SupaAgents work remotely; and will be able to work during off-peak hours and Malaysia public holidays as well.

  • Is my personal data confidential?

    Most definitely! We pay a lot of attention in ensuring that we provide a service that our SupaUsers feel safe using.

    All personal data is stored securely on our server. Besides that, our SupaAgents do not have the access to personal confidential data and have all signed Non-Disclosure Agreements before they join the team. Additionally, when a task is picked up by a SupaAgent, all communication and work will only be viewable and accessible by our Project Managers for quality control purposes.

    To have a view of the terms and conditions, click here

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    Registration-Entrepreneur Plan

  • Do I get to have a free trial?

    For sure, you do! First-time users of Supahands are entitled to 2 free Hands (40 minutes of work), which you can start using right away.

  • How do I sign up for Supahands’ service?

    You can sign up using either Facebook, Google or your e-mail address. You will be able to start immediately, with the 2 free Hands that are automatically added to your account and start saving time! If your project or task requires more Hands to complete, you can purchase either the Starter, Growth or Pro plans directly from your user dashboard or from the Pricing page.

  • Does Supahands store my payment details?

    No, we do not. All our payment transactions are handled by our third party payment solutions provider, which ensures that your card details are kept private and secure.

  • Is there a cancellation fee for terminating my account?

    It’s sad to see you go, but we understand! There is zero cancellation fee as we do not believe in tying down our SupaUsers with subscriptions. If you have any feedback that you would like to share with us, please contact hello@supahands.com.

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    Entrepreneur Plan

  • What is a ‘Hand’ and how is this measured?

    A ‘Hand’ is the currency we use here at Supahands. Each ‘Hand’ is worth up to 20 minutes of work. How many ‘Hands’ it takes for us to complete a task would depend on the nature of your task, such as how big it is or how difficult it is to obtain the information you're looking for.

  • How do I send in a task?

    Once you’ve signed up, click on “New task” button that is located on the top left corner of your screen and tell us what you would like help with. Be as detailed as possible; as it’ll help our SupaAgents understand your needs and respond to you better.

    Once your task is picked up by a SupaAgent, you will be informed and 1 ‘Hand’ will automatically be deducted from your account. Have a look at the type of tasks that we could help you with here (link to entrepreneur page). If you have a large task that can be broken down into small independent parts, you can break it down and send them in separately so that several SupaAgents can work on them simultaneously - completing your task faster.

    Our SupaAgents will work your task with 1 ‘Hand’ (20 minutes) first and will get back to you with an update on what they have covered. If the task requires more time to complete, the SupaAgent will notify you via your task thread with how many additional Hands she/he will need to see the task through. You can then provide your SupaAgent with further instructions or feedback before they proceed.

  • How many Hands can an SupaAgent complete in a day?

    We have a 24-hour turnaround time for 1 ‘Hand’. So, our SupaAgents are expected to complete at least 1 ‘Hand’ on your task within 24 hours. Depending on their individual availabilities, they may be able to complete more ‘Hands’. Remember, the more detail you include in your task submission, the easier it will be for the SupaAgent to start working on it.

    Do you think your task looks like it could use a few people to work on it at the same time? Break it down and submit multiple tasks for several SupaAgents to work on your task simultaneously.

  • Is there assurance in meeting my expectation in terms of delivering quality work and it being on time?

    Our aim is to give you the best quality service. If you are not satisfied with the work, please let us know. If it is an error on our part, we will rework it for you at no additional charge.

    Our turnaround time for work requests is 24 hours per Hand, during business days. For tasks that require more time, we will inform you of the approximate number of Hands or workdays required.

  • Do you provide refunds if I am unsatisfied with your service?

    Unfortunately, we do not allow refund of Hands that have already been deducted. However, if you are not satisfied with the work, do let us know immediately. In case there is an an error on our part, we will rework the task for you at no additional charge.

  • Am I able to cancel a task once it has been sent?

    Yes, you can. Just write a message on your task thread informing the SupaAgent that you would like to cancel the task. If the SupaAgent has not started working on it, but 1 ‘Hand’ has been automatically deducted after it was picked up, let us know. We will provide a voucher code for you to redeem the ‘Hand’.

  • Can you do last minute / urgent requests?

    We sure can! SupaAgents will prioritise urgent tasks and work on those first. Just indicate on the task title that your task is Urgent, provide a due date and time for our SupaAgents and they will try their best to finish the task within the deadline.

    For urgent tasks, we charge double the amount of Hands needed, e.g. if a task takes 4 ‘Hands’ to complete, we will take 8 ‘Hands’ to work on it urgently. Whether a SupaAgent is able to work on it during the weekend is subjected to their individual availabilities so make sure to ask!

  • Can I choose the SupaAgent that I want to work on my tasks?

    You are not able to choose your SupaAgent. Your tasks are posted on the dashboard and will be picked up by the first available SupaAgent.

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    Task Coverage

  • What services does Supahands specialise in?

    If it is something that is virtual, not technical and does not involve actual running around, then it sounds like something we could definitely help you with!

    Here are some of the things that we specialise in: Data Entry, Lead Generation, Database Cleaning, Data Deduplication, Online Research, Content Management and Scheduling, Data Mining.

    If you are unsure whether we’ll be able to fulfill your needs, please contact us via the Live Chat or e-mail us at hello@supahands.com

  • What services does Supahands not provide?

    Our SupaAgents will always try their best to meet your request. However, specialised tasks such as video and audio editing, SEO, design, accounting, legal, copywriting, writing press releases, marketing, public relations and social media management is not what we are able to assist you with.

    In such cases, we can either recommend you to partner companies, which specialise in the field of your request, or we can source the contacts for you.

    However, if it is a task you are able to explain to us by giving us a step-by-step guide to replicate the process, then our SupaAgents are more than happy to give you a helping Hand!

  • Can you make calls?

    Most definitely! If a Skype account has been provided, we will charge according to the number of calls that we can make in 1 Hand (20 minutes).

    If a Skype account has not been provided to us:

    For Malaysian calls - For 1 Hand, we are able to cover 1-2 calls. For International calls - It is advisable to provide us with a Skype account. If not, do get in contact with us or your SupaAgent to be advised on the different call charges.

  • If Supahands makes a call on my behalf, how will they introduce themselves?

    We advise SupaUsers to provide a script that the SupaAgents are able to follow. The SupaAgent will call as a representative of your company or yourself and will run a suggested script past you first before they proceed.

  • Do your assistants speak foreign languages?

    Our SupaAgent team is diverse since we hire people from different cultures within South East Asia. Though our preferred medium of instruction would be English, we do have SupaAgents who speak fluent English, Mandarin, Cantonese and Bahasa Melayu. We hope to expand the service to include other languages too in the near future. If you have any specific requests, let us know at hello@supahands.com or via the Live Chat!

  • Can you pick up mails from the post office or buy groceries for me?

    We are desk junkies and we will not be able to physically do the tasks for you. However, our SupaAgent can source for someone who specialises in your request and will manage the task to ensure it is completed. This will still deduct the necessary number of Hands required to see the task from start to finish.

  • Can you make online purchases on my behalf?

    We surely can! We charge 1 Hand to make the purchase for you. We will first send you an invoice via Paypal and we will go ahead with the purchase once we have received payment from you.

    Disclaimer: Supahands holds no responsibility for the item if it is no longer available by the time we go return to make the purchase. A 2% exchange rate fee will be charged for transactions done in currencies other than Malaysian Ringgit.

  • Will I be able to interact with the SupaAgent via phone calls/Internet messaging apps/SMS/e-mails?

    We prefer keeping everything to the task thread as this leaves a paper trail for historical referencing as well as for quality assurance.

    If you do require a Skype session with your SupaAgent to explain details regarding a task, you will be able to do so and the first session will be free. The subsequent Skype sessions will be charged according to the amount of time taken - one Hand for up to 20 minutes, 2 Hands for up to 40 minutes, etc.

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    Purchasing Hands

  • Help! I have used up all my Hands. How can I get more Hands?

    You can add additional Hands to your account from your dashboard. On the left sidebar, click "Buy Hands". From here you are able to purchase more Hands and that will get you more help with your tasks!

  • What type of plans do you have under Supahands Entrepreneur?

    We have 3 plans under Supahands Entrepreneur: - Starter, Growth, and Pro

    These plans are great if you already know that you’ll need more than a few Hands for your tasks. The more Hands you purchase in a go, the more you save! Check out the prices here (insert link to pricing page).

    If you’re unsure of how many Hands you may need under the Entrepreneur plan, we also have the ‘Pay As You Go’ option where you would be able to purchase a single Hand albeit at a higher price. You may purchase them by clicking the ‘Buy Hands’ button on the sidebar on your dashboard.

  • Once I sign up for a plan, can I upgrade or downgrade my plan?

    Since there are no subscriptions to tie you down, our plans are fully flexible - that means you can upgrade and downgrade plans, with no fees or charges. Simply purchase the number of Hands that you think you’ll need and it will just be reflected in the amount of Hands under ‘Purchased Hands’. This is located on your left sidebar on your dashboard.

  • Do my Hands expire?

    Our Hands never expire. It does not matter which SupaPlan you’ve purchased, the Hands will still be in your account if unused.

  • Do you only use Paypal?

    Paypal is the only payment option that we currently have. If you don’t have a PayPal account, don’t worry! You can still pay with your credit card via PayPal, without creating a PayPal account.

  • icon Business

    Supahands Business

  • How do I know if I should be on Supahands Business?

    If your project is large and requires a team to work on it at the same time, it’s important to ensure that the quality and amount of work done is standardised and delivered to you by the agreed upon deadline - this is exactly what the Project Manager will do for you under Supahands Business. ]

    If it’s an ongoing project (needs to be done weekly or monthly) that requires continuity, Supahands Business would be a better choice for you. Having a Project Manager allows for a single point of contact, which means that there’ll be no need to continuously re-educate different SupaAgents who pick up your tasks. No project is too big for Supahands Business. Simply speak to our team at sales@supahands.com and let us help you!

  • What can you help my business with?

    Think of us as your one-stop outsourcing service! We can give you the extra Hands you need to handle your business’ backend needs. Our specialties include data entry, lead generation, database cleaning, and content moderation.

  • How do you charge for the Business plan?

    The Business plan is charged on a per hour basis.

    As every business’ outsourcing needs are different, the prices under the Business plan are all customised and tailored accordingly. There is no one price that covers all. Get in touch with sales@supahands.com for a quotation today!

  • How do you track the progress of the work done?

    As we are flexible people, let us know how you would like us to update you! Whichever platform you choose, rest assured that our Project Managers will give you timely updates to keep you well-informed on the progress made.

  • How do I find out more?

    Visit out Business page at www.supahands.com/business or get in touch with the team who will be able to assist you with any of your queries on how we can help your business at sales@supahands.com.

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    SupaAgents

  • I want to become a SupaAgent. How do I register and what can I expect?

    That’s the spirit! We are always looking for more people to reinforce and strengthen our team. If you are looking for more information you can view our SupaAgent page here

  • What is the usual process when applying for a SupaAgent position?

    You can apply with through our SupaAgent page.

    Once your application is sent, you will receive a trial task that you have to submit as well. Finally, our HR Management team will review the entire application. It can take up to 3 weeks for the team to finalise the review of your application, as we have many people who, like you, want to join the team, So please bear with us if you do not hear from us within a few days! :)

    If your application has been approved to the next stage, our team will reach you out via e-mail. Hang in there and keep checking your inbox.

    The final stage involves a Skype interview with a member our team, where you will get the chance to talk about yourself more. This is the perfect chance to ask us any questions you have about the company, the work you’ll receive or even speak to the interviewer about their favourite animal. So, get your questions ready and let’s roll!

  • When do I get paid as a SupaAgent ?

    SupaAgents get paid on a monthly basis.

  • How much do I get paid as a SupaAgent ?

    There are different pricing tiers and incentives based on different factors such as the nature of work, the number of Hands you have completed, as well as the length of time that you have been with us.

    The best part is, there is no limit as to how much you will earn as it depends entirely on how many tasks you complete. So, the more you do, the more “ka-ching” you’ll be hearing every month.

  • Do I need to pay to be a SupaAgent?

    Absolutely not. Becoming a SupaAgent is free and the only person receiving money out of this is you!

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