The software has been practically without a hitch in the 4ish years we've used it. It tracks our team's work hours, and our settings have it record 3 screenshots per 10 minute period, which is super helpful. As I explain below, this has helped us address a bunch of issues and in every way makes us a more organized and informed management team. I'd never run a team without this type of software again. (Note: I didn't test this against other providers, so my feedback will be limited in that way).
Support responses are delayed- so you often need to wait a day or so to hear back from them. Sales is quicker than support- which sends the wrong message.
I'd prefer more screenshots than the maximum 3 per 10 minute period. I'd prefer to average one per minute. It would allow me to do better problem-solving.
They advertise a price per user, but it isn't entirely accurate. They charge in chunks of 5 users, so if you go from 15 to 16 users, you increase not by their advertised $5/user but by $25. Ideally they'd have a smart system that auto-computes usage instead of 5 user blocks.
EMPLOYEE MONITORING - SCREENSHOTS
I can see 3 screenshots per 10 minute period of all work done by each member of my team. This is helpful on many levels. If someone is not getting an assignment right, rather than guessing how they ended up at the wrong place I can actually see how they arrived there. This is like back in school when our math teachers wanted to see our work- not just the answer- so that they understood how we got there.
Screenshots are also helpful for resolving issues when someone isn't online. So, if on Saturday I get a client email that says "We got a security notice of a login yesterday at 4:42pm- was that you?" I can actually go to the work of the people who might've logged in and confirm it- which gives certainty and peace of mind to our operations.
On a coarser level, we can look to see if someone is wasting time or doing things that are not relevant to their work. While we don't patrol our screenshots for this purpose, we do look when we see someone's productivity drop.
We've seen all kinds of abuses over the years- things that we felt but didn't know until we saw the screenshots. Abuses meaning a waste of company resources/time, nothing evil.
We use it to check in on new hires to make sure that their assignments are clear and that they are allocating time well. This has helped us find a lot of waste.
Back when we used to use freelancers this was invaluable as it gave them a heightened sense of responsibility.
When we implemented Hubstaff- 4 years back- we interestingly saw an immediate drop in time reporting from people working for us remotely. Their hours dropped by 30% immediately. I don't think it was intended deception on their part, I just think that people reported their work hours based on how long it felt as opposed to actual clock hours. The transition to actual clock hours saved us a ton of money.
We process our team's payments based on their HubStaff hours. This makes it really easy to do payroll.
PROJECT TIME TRACKING
For when we are doing client work on an hourly, this tool gives me exact numbers for billing, which is really helpful.