Straight answers about how Pacifica works.
What we do, where our staff are based, how the managed-service model works, what stays under your control and how offshore capability can reduce the cost and administration of equivalent local headcount.
The Pacifica model
What is Pacifica Services?
Pacifica is a Hong Kong-based managed professional services business providing accounting support, mechanical engineering production, operations control and social media execution through experienced Hong Kong- and Philippines-based staff, supported by a full Australian-based team. We work inside the client's agreed systems, procedures and approval framework.
Is Pacifica a virtual assistant business?
No. Pacifica is positioned around specialist capability and managed business functions rather than generic virtual-assistant hours. Engagements are designed around a defined role, recurring workflow or project outcome, with clear ownership, approvals and escalation points.
Where are Pacifica staff based?
Our delivery capability is based in Hong Kong and the Philippines, supported by a full Australian-based team that provides operating context, oversight and escalation support. The service is structured for businesses in Australia, the United States and other markets that want experienced offshore capability aligned to their operating requirements.
Is the offshore team supported from Australia?
Yes. Our Hong Kong- and Philippines-based staff are supported by a full Australian-based team. That support adds Australian operating context, oversight and escalation capability while Pacifica remains responsible for managing its own personnel and service delivery.
Can Pacifica deliver work to Australian and US standards?
Yes, where the required standard can be defined through the client's procedures, templates, specifications, software, quality controls and review process. Pacifica works to those documented requirements. Where work requires a regulated licence, registration, certification or professional sign-off, that responsibility remains with the appropriately authorised person.
Why does Pacifica cost less than building the same capability locally?
Our delivery model uses experienced Hong Kong- and Philippines-based staff, where employment and operating costs are materially lower than equivalent Australian or US local headcount. Clients buy the required capability and workflow without carrying the full salary and overhead structure of another local specialist role.
Does an Australian client employ Pacifica staff?
No additional Pacifica personnel are added to the client's local payroll under the standard managed-service model. Pacifica manages its own personnel, including recruitment, remuneration, leave and routine people administration, while the client defines business requirements, priorities, access and approvals through the service agreement.
Does outsourcing to Pacifica remove all workplace obligations?
It materially reduces the direct employment administration associated with adding another local employee, but it does not remove a client's normal obligations under applicable law, workplace conduct requirements, site safety rules, privacy obligations or contractual responsibilities. The engagement is structured as a business-to-business managed service.
What roles can Pacifica provide?
Current capability includes Australian and US accounting support, mechanical engineering and technical production, estimating and take-offs, tender preparation, shop and as-built drawings, operations control, WIP and billing workflow support, reporting, SOP administration, and social media content creation, scheduling and channel management.
Can we start with only one role or workflow?
Yes. A strong engagement usually starts with one clearly defined role, recurring workflow or project bottleneck. Scope can expand once the process, quality standard and working relationship are proven.
How do you decide whether a role is suitable for offshore delivery?
We look at the work itself: required judgement, systems access, collaboration needs, regulatory constraints, turnaround times, approval points and whether success can be clearly defined. We will not force an unsuitable requirement into an offshore model.
Service capability
What accounting work can Pacifica do for Australian businesses?
Pacifica can support bookkeeping, AP and AR, reconciliations, payroll administration, management reporting, GST/BAS workpaper preparation and tax-administration workflows. Pacifica does not provide tax, legal, investment or financial product advice, and regulated tax or BAS services must be provided or supervised by an appropriately registered practitioner.
What accounting work can Pacifica do for US businesses?
Pacifica can provide recurring bookkeeping, AP and AR, reconciliations, month-end support, management reporting and tax-preparation workflow support. Final tax positions, advice and regulated professional services remain with the client's appropriately qualified US advisers.
What engineering work can Pacifica support?
Our engineering capability can support tender preparation, quantity take-offs, estimating inputs, equipment schedules, shop drawings, as-built drawings and other technical documentation. The client retains any engineering certification, design authority or statutory sign-off that requires a locally registered or authorised professional.
What does an operations controller do?
An operations controller creates follow-through across recurring business workflows. Typical work can include WIP control, billing flow, quote follow-up, task tracking, reporting, SOP administration, project administration, data checks and compliance administration. The objective is to stop important work from disappearing between operational roles.
Can Pacifica manage our social media rather than just create posts?
Yes. Pacifica can create content, maintain content calendars, schedule and publish approved posts, repurpose material across channels, administer social accounts and provide performance reporting. The client retains final control over brand, claims, approvals and any regulated content.
Will Pacifica work in our existing software?
Where practical, yes. We are designed to work inside the client's approved systems, templates and workflows rather than forcing a separate technology stack. Software access, permissions and any required licences are agreed during onboarding.
Delivery, control & security
How is access to our systems controlled?
Access should be provided on a least-privilege basis appropriate to the role. During onboarding we document systems, permissions, approval limits and escalation points. Clients remain in control of their own systems and can change or revoke access in accordance with their internal security requirements.
Where is our data stored?
That depends on the systems and storage environment the client chooses to use. Pacifica can work within client-approved platforms. If your business has specific data-residency, privacy, retention or security requirements, these should be identified before access is granted so the engagement can be structured accordingly.
How do communication and time zones work?
The required collaboration window is agreed for each engagement. Hong Kong and the Philippines are well aligned with Australian business hours, and US-facing workflows can be structured around the required handover, overlap or turnaround model.
Who manages Pacifica personnel?
Pacifica manages its personnel and service delivery. The client provides the business context, priorities, approved procedures, access and required outcomes. This separates day-to-day service requirements from the routine employment administration of the people performing the work.
How do you maintain quality?
Quality starts with documented scope, examples of acceptable work, client templates, approval limits and a defined review process. Output is then assessed against those requirements. Responsibility can be expanded as quality and reliability are demonstrated.
What happens if our workload increases?
Where capacity is available, the engagement can be expanded by increasing the defined workflow or adding capability. We confirm scope, responsibility and commercial terms before the additional work is incorporated.
How is Pacifica priced?
Pricing is based on the role, workflow, required experience, capacity, complexity and service model rather than a generic one-size-fits-all rate. Pacifica can structure dedicated specialist, managed workflow or project-capacity engagements. A proposal is provided before work begins.
Pricing & getting started
Which currencies can we pay in?
Pacifica accepts payments in HKD, USD, AUD, PHP, EUR, GBP and NZD, subject to the payment terms in the relevant proposal or services agreement.
Is there a minimum contract term?
Commercial terms, including the engagement period, are set out in the proposal and services agreement for the specific requirement. We do not present a universal minimum term on the website because the appropriate structure depends on the role and scope.
How quickly can we start?
The start date depends on the role, availability, systems access, documentation and onboarding requirements. Once scope is agreed, Pacifica confirms the proposed commencement plan rather than promising an artificial standard start time.
Can Pacifica replace an existing local employee?
Pacifica can take over suitable functions or workflows that would otherwise require local headcount, but the right model depends on the work. Roles that require physical presence, local licensing, in-person relationship management or statutory authority may need to remain local, while suitable production and control work can be delivered offshore.
How do we get started?
Send us the role, workflow or bottleneck you want removed from your local team. We will assess fit, required experience, systems, collaboration hours, controls and expected outcomes, then provide a proposed engagement model and pricing.
Onboarding, reporting & service assurance
The operating controls behind the service.
Is Pacifica a call centre?
No. Pacifica is a back-office managed professional services business, not a call centre. Our work is designed around accounting, engineering production, operations control, reporting, documentation and marketing execution behind the scenes. We do not position the business as a mass inbound or outbound voice-service provider.
What does onboarding look like?
Onboarding normally moves through fit and scope, service design, security and system access, knowledge transfer, controlled go-live and a 30-day stabilisation period. Responsibilities, standards, approval limits, escalation points and reporting are documented before responsibility expands.
Do recurring clients receive monthly reports?
Yes, where monthly reporting forms part of the recurring engagement. The report is designed around management visibility and can include outputs delivered, agreed KPIs or service measures, exceptions, overdue dependencies, risks, corrective actions and next-period priorities.
What is the complaints process?
Service complaints can be sent in writing to jenefer@pacifica.services. Pacifica aims to acknowledge them within two business days, provide an initial substantive response or corrective-action plan within five business days, and allow escalation to a Pacifica director if the matter remains unresolved after 10 business days.
Do you offer a money-back guarantee?
Yes. A client’s first new recurring managed-service engagement can qualify for Pacifica’s 30-Day Money-Back Service Guarantee. If Pacifica materially fails the agreed written scope during the first 30 days after go-live and does not cure the failure within five business days after written notice, the client may terminate the affected engagement and request a refund of Pacifica service fees paid for that first 30-day service period. Detailed exclusions and conditions apply.
What is excluded from the 30-Day Money-Back Service Guarantee?
The guarantee does not cover onboarding or setup fees, software or licence costs, taxes, bank or foreign-exchange charges, third-party or pass-through costs, project or one-off work, accepted completed work, scope changes, client-caused delays, missing information or approvals, third-party outages, unlawful instructions or events outside Pacifica’s reasonable control. The signed agreement prevails if it varies the guarantee.
How do you handle service access and security?
Pacifica’s preferred model is to work inside client-approved systems with access limited to what the role requires. During onboarding we identify systems, permission levels, approval boundaries, confidentiality requirements, data locations and the offboarding process. Multi-factor authentication and named access should be used where supported by the client’s systems.
What happens when an engagement ends?
The applicable notice period and termination rights are set out in the engagement documents. Offboarding should include handover of outstanding work, revocation or transfer of system access, agreed handling of client information and settlement of undisputed amounts due for services properly performed.
Do Pacifica staff know Xero and Simpro?
Yes. Pacifica has strong practical expertise in Xero and Simpro. Xero capability includes recurring bookkeeping, reconciliations, AP/AR, invoicing, month-end and reporting workflows. Simpro capability includes job administration, purchase-order receipting, WIP control, billing readiness, invoicing workflow, quote follow-up and operational reporting. Access and approval permissions remain controlled by the client.
Can Pacifica handle purchase-order receipting, invoicing and email campaigns?
Yes. These are all within Pacifica's back-office service scope where agreed. We can receipt purchase orders, support purchasing administration, prepare and issue invoices within client-approved controls, and prepare and schedule email campaigns using approved content, lists and platforms. Pacifica is not a call centre and does not position these services as outbound telemarketing.
Still have a question?
Send us the role, workflow or concern. We will tell you directly whether Pacifica is a fit and how the engagement would be structured.