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The Defense Contract Audit Agency issues no timekeeping regulation. The requirements come from the contract: DFARS 252.242-7006(c)(9) and (c)(10) require a timekeeping system that identifies labor by cost objective and a labor distribution system that charges direct and indirect labor correctly. Everything else called a “DCAA requirement” is audit practice derived from those two criteria and from the FAR cost principles.

An employee monitoring policy is a written document that tells employees what the employer monitors, why, where, how long the data is kept and who can see it. Four states — New York, Delaware, Connecticut and Maine — require notice before monitoring begins, each by a different mechanism, and two of those four laws changed during 2026. The template below is free to copy in three formats, and the sections marked with brackets are the ones you replace.

A “black hole” request is a ticket that gets escalated to engineering and then disappears. The agent can’t see progress, the developer can’t see the customer, and nobody tells the requester when it’s fixed. It usually happens because support and engineering live in two tools joined by copy-paste.

Insightful earned 42 badges in G2's Fall 2026 Reports. G2 builds its rankings from user reviews, so each badge reflects what our customers told G2.

Agency time tracking exists to answer one question: did the fee cover the work. A $12,000 monthly retainer at a $120 target rate funds 100 hours. Deliver 128 and the effective rate drops to $93.75, with 28 hours of over-servicing worth $3,360. Hours by client, by role and by activity are what turn a retainer into a margin number.