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What should my FAQ guide for our users include?

Simon
  • Updated

We recommend that you take some time to document your TimeSite Pro system with a brief FAQ document that you can give to staff that need to manage their timesheets or who will administering your account. 

Log In to TimeSite Pro

Document how staff are to log into their TimeSite Pro account. You have an account specific URL that like this: https://app.timesitepro.com.au/YourAccount/Login.aspx where YourAccount will be a short and specific character string. Your account login page will enable users to login with either their user name or email address and password. 

We also have a generic login page that requires an email address (only) and password. Use this login page if you require and externally facing login page with a higher degree of privacy. 

https://app.timesitepro.com.au/signup/loginpro.aspx

If you are using our mobile apps, then users will need to download our app from to the Apple App Store and Google Play for Apple iOS and Android smartphones and tablets. You might like to point them to our help article on our mobile apps. They must log in using their email address. 

Entering and submitting timesheets

We suggest that you develop clear instructions on the need to select client, project and then task to categorise the timesheet record. If you have a number of different tasks specified for a project, then you should provide guidance on the selection of the appropriate task. You may want to specify whether your staff must complete their timesheet entry whilst on the job site or whether they can complete their timesheet later that day at home. 

If you want your staff to record activities that relate to internal company activities such as staff meetings or training, or HR information such as annual and sick leave, then we suggest that you group these tasks into a suitable client and project record just for these types of tasks. 

You should provide instructions on when timesheets are to be submitted once complete. If staff might receive reminders to complete or submit their timesheet, then you should let them know how these notifications will be received (email or app notifications) and what action they should take in response to these notifications. 

Kiosk mode

If you are using Kiosk mode in our tablet app, then you should provide some instructions on how to use a Kiosk PIN to set the app into Kiosk mode, clock-in and clock-out. If staff have to specify their activity then clocking out on the Kiosk, then you should provide guidance on which task to select to categorise their activity. 

Approving timesheets

We suggest that you develop guidance for your management staff regarding their responsibilities when approving timesheets. This might including reviewing how many work hours have been recorded for each day and the total hours for the timesheet. Have all timesheet records been correctly coded for client, project and task? Have appropriate comments been included in timesheet records that might be included in a report to be sent to the client? Have staff created the timesheet entry on site or at some other location?

Administration

Take this opportunity to document your key administration workflows for your TimeSite Pro account. This might include activities such as:

  • Approving and exporting timesheets to your payroll system
  • Creating invoices from your timesheet records
  • Adding new clients and projects
  • Finalising completed projects and making the project record "inactive"
  • Adding new users, sending them an onboarding email, and providing initial training
  • Making users inactive when they leave your employment
  • Maintaining your cost rates and bill rates as they change over time

We also recommend that you document your configuration decisions and any background to why these decisions were made. 

Reporting

TimeSite Pro can provide valuable information that can help you manage clients relationships and projects more effectively. It can also provide important management reporting including key performance indications that can help make timely business decisions. We recommend that you document reports and enquiries that you have saved or made favourites and the frequency that these reports should be produced and who should receive them. 

Privacy

We recommend that your User FAQ documents your privacy policy regarding any information stored about your staff and contractors in your TimeSite Pro account (Admin > User) and their timesheet records. This should include a discussion of the location and notification settings that our mobile app requires on their smartphone or tablet, and the location request that they may get from their browser. Please contact support@timesitepro.com if you require our assistance with this. 

Questions and Support Requests

Our support policy is to focus our support response on a nominated individual in your company responsible for the administration of your TimeSite Pro account. In other words, we don't provide 1st level support to your own TimeSite Pro user, rather, we provide 2nd level support to your TimeSite Pro Administrator. 

Our support team is not permitted to make any operational changes to your account. This might include making changes to user security settings, making users or project inactive, changing configuration settings, and so on. Rather, they will provide guidance on how to complete the operation or refer your account administrator to the relevant help article in our Knowledge Base. 

Our support team is not authorised to make any changes to your subscription plan or user count. 

Similarly, our support team will not reply directly to your staff if they contact us to request an operational change to your system such as resetting their password or updating their timesheet. We will forward any such requests to your administrator. 

We request that you make your staff aware of this policy and direct them to submit all support requests to us via your TimeSite Pro Administrator. 

 

 

 

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