Update: Degraded - Autotask

Update timeline

1. investigating Apr 13, 2026, 12:41 PM UTC

   We are currently investigating an issue affecting our Autotask integration where proration may be impacted. In some cases, prorated lines may be sent with an incorrect or $0 amount. Our teams are actively working with the vendor to identify the root cause and implement a fix as quickly as possible. We will share updates as soon as more information becomes available. Thank you for your understanding. Best regards, The Sherweb Technical Support Team

2. investigating Apr 14, 2026, 02:40 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Investigating You may currently be experiencing issues impacting our Autotask integration. In some cases, prorated lines may be sent with an incorrect amount or display 0$. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 3:00 PM ET on April 15.

3. investigating Apr 15, 2026, 02:28 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Degraded You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount). Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their Engineering team has deployed a fix to prevent new occurrences. This fix does not retroactively correct previously generated incorrect amounts. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on April 16.

4. identified Apr 16, 2026, 03:00 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Degraded You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount). Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team is still in the process of implementing a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on April 20.

5. identified Apr 20, 2026, 01:51 PM UTC

   This is an update regarding the ongoing disruption to Autotask. Impact Level: Degraded You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount). Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team is still in the process of implementing a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on April 27.

6. monitoring Apr 27, 2026, 03:00 PM UTC

   This is an update regarding the ongoing disruption to Autotask . Impact Level: Recovering You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount) for charges created prior to the 20th of April. Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team implemented a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: T o retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on May 1st.

7. monitoring May 01, 2026, 02:46 PM UTC

   This is an update regarding the ongoing disruption to Autotask . Impact Level: Recovering You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount) for charges created prior to the 20th of April. Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their team implemented a fix to prevent new incorrect amount being displayed. This fix does not retroactively correct previously generated incorrect amounts. We are closely monitoring the changes as they are applied. Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:00 PM ET on May 6th.