We did an upgrade in February 2023. Ever since then, we have client rates that keep randomly changing. I keep going back in and correcting the rate table, but it will keep happening. It may stay for a couple of months and then randomly change again. 99% of the time, when the rates change it changes to the rates of one particular client. It's like that client rate table is overriding other non-related rate tables. We have one client where only one rate level changes and it changes to a rate that we don't use. For example, everyone for this particular client that is assigned Rate Level 5, which is $125, is randomly showing as Rate Level 3, which has no rate on the rate card, but if you open the slip, it has a rate of $180. To work around it, I put $125 in Rate Level 3, since it keeps grabbing it although none of the timekeepers are assigned to it.
I have contacted Timeslips support and they are convinced it is user error. PERIOD. We haven't changed anything we have been doing for years. Even our audit trails indicate that no one has made the changes that are in question. The only change has been that upgrade back in February. This has been a time consuming and painful experience. We have several clients that we send out over 200 bills to on a monthly basis. To constantly monitor and correct rates is just too much to continue to endure.
I was able to get someone from Timeslips on the phone and he couldn't figure what the problem was and has basically checked out, so we seem to be on our own at this point. Our next step is to have one person change rates so that we can go back to Timeslips and tell them that it has been only one person changing rates and this is what they are doing so that we can try to pinpoint what the issue is.
Has anyone else had this problem?