1. MYOB Care: service terms
MYOB Care plans are governed by the MYOB Master Service Agreement (https://www.myob.com/au/legal/myob-master-services-agreement-enterprise) and these MYOB Care service terms. These service terms should be read on conjunction with the Master Service Agreement.
Your use of the MYOB Acumatica product is covered by the MYOB Acumatica service terms (https://www.myob.com/au/legal/myob-acumatica-product-terms).
1.1 Definitions
The definitions and rules of interpretation in the Master Service Agreement apply in these service terms and service description. In addition:
MYOB Care is a service that offers access to numerous benefits and service components supported by MYOB's experts, tools, and best-practice methodologies, and is offered in different plans and add-ons as described in this document.
Authorised Contact means an individual nominated by you to access support, raise tickets, discuss upgrades or escalate technical issues on your behalf. The number of Authorised Contacts vary based on the MYOB Care service plan.
Configuration changes include, but are not limited to, generic inquiries, reports, dashboards, system locales, certain import/export scenarios, shared filters, access rights, wikis, web service endpoints, analytical reports, push notifications, business events, user-define fields and connected applications.
Customisations include any addition to the core MYOB Acumatica product that either creates a new or modifies an existing workflow or fields, or bundles configuration changes into a deployable package. These are generally created, maintained and updated through the customisation project editor, visual studio or similar developer tools.
Integrations include any methods of data interoperability between MYOB Acumatica and one or more systems via code and system configurations created, maintained and updated through the Customization Project Editor and/or Visual Studio or similar developer tools.
1.2 MYOB Care term and renewal
a. MYOB Care service start date is set out in your Order Form. If no date is specified then your MYOB Care services start on the later of: signing of the Order Form; or 30 days from go-live of your MYOB Acumatica Product (where go-live is the date upon which you transition from implementation phase to utilisation phase MYOB Acumatica).
b. The Minimum Term for MYOB Care is 12 months from the MYOB Care service start date, unless otherwise stated on your Order Form.
c. From the end of the Minimum Term, the term will automatically renew for further consecutive periods of 12 months unless terminated under the Master Service Agreement. You have the option to give a notice of non-renewal, as set out in the Master Service Agreement.
d. MYOB Care is separate to your MYOB Acumatica Subscription Services. The term and renewal date for your MYOB Care services might be different to your MYOB Acumatica Subscription Services. Refer to your Order Form for each of the term and renewal date for each of your Services.
e. If you validly terminate all Subscription Services under the Master Services Agreement, you may also cancel your MYOB Care services. The termination of your MYOB Care services will take effect on the later of:
the effective termination date of the last of your Subscription Services;
90 days after providing notice to terminate the MYOB Care Services; or
a subsequent date mutually agreed upon by both parties.
1.3 Adjustments to your Plan
a. You may upgrade your MYOB Care services during the Minimum Term. The upgraded MYOB Care services will be confirmed in a new Order Form.
b. You cannot downgrade your MYOB Care services during the Minimum Term. From the end of the Minimum Term, you can downgrade your MYOB Care services by giving us notice at least 90 days before your MYOB Care renewal date. The downgrade will take effect upon the renewal date, unless otherwise agreed.
c. Any modifications to your MYOB Acumatica Subscription Services may affect both your eligibility for, and the Fees associated with, your MYOB Care service. If you alter your MYOB Acumatica Subscription Service, we may issue a change request for your MYOB Care services in accordance with the Master Service Agreement.
1.4 Fees and Billing
a. MYOB Care Fees are billed monthly in advance from the MYOB Care service start date.
b. Some MYOB Care plan inclusions are offered on a periodic basis (for example, up to a set number of expert assistance tickets per month). Unused services in the MYOB Care plan cannot be transferred or rolled over to future periods, and will not be refunded.
c. If you request and we agree to provide Services that are outside of scope, you will be required to pay additional fees which will be charged at our then-current rates (unless otherwise agreed in writing by the parties).
d. Fees for MYOB Care may be changed from time to time in accordance with the Master Services Agreement.
1.5 MYOB Care support coverage hours
Support teams are available to assist Authorised Contacts with technical issues, troubleshooting, or other inquiries during specific hours. Public holidays in both New Zealand and Australia are not covered. The support coverage hours differ based on the plan, and Key User Expert Assistance, Core Upgrade Care, and Custom Code Assurance are only supported during local business hours (9-5, excluding public holidays).
1.6 Implementation-related work is not covered by MYOB Care
Implementation services are not included in the MYOB Care service. Any request for changes or amendments related to design, implementation, or go-live will be chargeable at our then-current hourly rates as Professional Services.
1.7 Location of MYOB Care services
MYOB Care services are delivered remotely. You must provide any necessary access, information, and cooperation to facilitate remote work as required.
2. MYOB Care: service details
2.1 Inclusions
The MYOB Care inclusions vary by plan: see here. This section provides additional information on the available inclusions.
a. Support coverage hours: The support coverage hours are the hours that the MYOB product support team are available to assist Authorised Contacts with technical issues, troubleshooting, or other inquiries. The support coverage hours differ between plans.
b. Customer portal for ticket management: The Customer Portal for ticket management is a secure system for your Authorised Contacts to raise requests related to any support or service from us, including accessing MYOB Care services and benefits. It includes lodging, tracking, and managing tickets related to account, billing, product bugs, defect reporting, and enhancement requests. This portal is available to all MYOB Acumatica subscribers. MYOB Care customers have additional methods to log requests, as described below. A “product bug” is defect in the software-as-a-service, which consists of a nonconformity between the unmodified software and its applicable functional specifications and documentation.
c. Phone Ticket Logging: All MYOB Acumatica customers can, via their Authorised Contacts, access phone support to escalate critical issues requiring immediate attention. In addition, MYOB Care Essential, Pro and Custom customers can access phone support to log product bugs and defect support requests. All other tickets or queries must be logged via the Customer Support Portal.
d. Priority handling in line with response time Service Levels: We assigned support requests priority based on urgency, importance, and agreed Service Levels. Service Levels differ between MYOB Care plans, as set out in the MYOB Care Service Level table.
e. Key User Expert Assistance: This service is explained in more detail in section 3 below.
f. Core Upgrade Care: This service is explained in more detail in section 4 below.
g. After hours critical support: After-hours support is available exclusively for MYOB Care Pro or Custom Plans and is limited to critical issues that impact MYOB Acumatica’s core functionality. This service does not cover minor issues, non-critical requests, key user expert assistance, core upgrade care, or custom code assurance.
h. Dedicated Team: Available exclusively on the MYOB Care Pro and Custom Plans, receive personalised, comprehensive support from a dedicated team of experts who have a deep understanding of the product’s architecture, integrations, and advanced functionality.
i. Proactive Ticket Management: Proactively track and manage support tickets to identify and resolve issues before they escalate into larger problems. This service is available exclusively on the MYOB Care Pro and Custom plans. Update frequencies are determined by the priority level and the chosen MYOB Care plan as set out in the MYOB Care Service Level table.
j. Escalation Management: Available exclusively on the MYOB Care Pro and Custom plans, this feature allows for the proactive escalation of support issues to higher levels of expertise or authority when initial resolution attempts have been unsuccessful or when the issue is considered critical. This ensures that high-priority or complex problems are addressed promptly and efficiently, minimising customer frustration and providing a smooth support experience.
2.2 MYOB Care Service Level Response Times
The MYOB Care Service Level response times vary by plan: see here.
a. Priority rating: Issues are categorised as follows.
Priority | Description | |
|---|---|---|
High (Critical) | Core service outage or degradation making product unusable | Site down |
Medium | Core service degraded causing some disruption to product users | Termination pay is required and there is a question over the payout of leave transactions |
Low | Non-Core service functionality interrupted and only affecting a small number of product users / customers | Running standard reports to produce certain data |
We will determine or update the category of the support request based on the information that you provide or is otherwise available to us. We will notify you if recategorisation of a support request could have a material impact on the response time or Fees associated with that request (for example, if a request logged for a bug in fact relates to user error and therefore is a Key User Expert Assistance or Professional Services request).
b. Response times. The initial response time refers to the period between the logging of a support request by an Authorised Contact and the first acknowledgement and action by the MYOB support team. This duration is measured in support coverage hours on Business Days, with coverage hours differing based on the chosen support plan.
3. Key User Expert Assistance: service details
Key User Expert Assistance is a service designed to assist your Users to resolve “how-to” questions about your MYOB Acumatica software. The service aims to help you prevent business disruptions caused by knowledge or capability gaps due to staff turnover, promotions, leave, or the complexities of new product features and advancements.
3.1 Service scope a. Inclusions: This service provides MYOB Acumatica key users with direct expert assistance in resolving their “how-to” questions, for example:
How to perform a specific functionality?
How to run a limited part of a workflow?
How to do basic configuration steps?
How to run a report?
How to read and understand a report?
How to troubleshoot an error message?
How to rectify a user error?
b. Exclusions: Assistance with complex troubleshooting, custom workflows, integrations, or bespoke training and documentation are excluded from this service. Examples include but are not limited to:
Comprehensive troubleshooting
Complex system or workflow questions
Customer training
System configuration
Report development
Customisations or integration work
Documentation work
System health checks
Product or customisation support and defect correction
3.2 Operational details
Your Authorised Contacts must log one ticket per query. If you submit multiple issues on a single ticket, we will address the first issue only. You will need to submit separate ticket for the additional issues. We reserve the right to split a single ticket to multiple tickets, with the resulting tickets each counting towards any relevant ticket limits.
Only your Authorised Contacts may submit tickets.
Unused tickets will expire at the end of each calendar month and cannot be carried over.
If you reach your limit of queries for the period, we reserve the right to charge additional Fees at our then-current Professional Services rate to respond to the excess tickets, or otherwise not action the excess tickets.
All queries under this service will receive an initial response within three business hours, Monday through Friday, 9:00 AM to 5:00 PM local time (excluding public holidays).
The primary communication channel for this service is the customer support portal, however, we will use additional communication channels as appropriate to collaborate with you on your requests.
4. Core Upgrade Care: service details
Core Upgrade Care is a service that supports MYOB Acumatica customers with personalised guidance and assistance during major MYOB Acumatica product upgrades. The service aims to minimise disruption to your operations throughout the upgrade process.
4.1 Service scope a. Inclusions: The Core Upgrade Care service includes:
Expert assistance throughout the core product upgrade process for up to two major upgrades within the minimum term, provided on an if- and when-available basis / as released by MYOB Acumatica.
Development and execution of a tailored communication plan starting four weeks before the scheduled upgrade.
Access to a monitored inbox for upgrade-related inquiries specific to the Core Upgrade Care service.
Provision of upgraded sandbox to replicate your live environment, made available for test transactions without impacting your live site
Testing and documentation of Core Product functionality in the upgraded sandbox
Facilitation of Core Product test results for further customer reference and validation, allowing you to complete additional testing on any customer-specific configurations and workflows
Scheduling flexibility: Flexibility to adjust the upgrade schedule if readiness cannot be confirmed.
Your dedicated upgrades team will address any issues identified related to core modules and will log product bugs or defects on your behalf to be resolved as per product support Service Levels.
Prioritised Support: Enhanced support for post-upgrade issues and additional time-and-materials services, if needed.
b. Exclusions: The Core Upgrade Care service does not include:
Continuous tracking or reporting on product defects after initial defect logging
System configuration changes, including report or dashboard redesigns.
Deployment, amendment, upgrade or creation of customisations or integrations.
Support or modifications for third-party products required for compatibility with new releases.
Support, upgrade or other services related to the current version of the Product, or the immediately preceding two versions of the Product.
Resolution of issues identified during the upgrade process, but not related to the upgrade.
Any other requests not covered by the inclusions list above.
4.2 Operational details
All Core Upgrade Care services, including testing activities, will be conducted Monday to Friday, 9:00 AM to 5:00 PM local time, excluding public holidays.
User Acceptance Testing (UAT) is critical for Core Upgrade Care services. You must conduct thorough UAT, including verifying the upgraded sandbox and tests performed by the MYOB services team. You must report any issues promptly to ensure resolution before the scheduled upgrade.
Testing applies only to the core MYOB Acumatica product. Customers with published customisations must maintain a Custom Code Assurance package for customisation and integration updates.
Testing of customer-specific Configurations and workflows is excluded and remains your responsibility.
Unused upgrades or services are non-refundable and non-transferable.
5. Custom Code Assurance: service details
Custom Code Assurance is a service designed to support, upgrade, and maintain your Customisations and Integrations(C&I) ensuring compatibility with core MYOB Acumatica product upgrades. Custom Code Assurance is offered only in conjunction with Core Upgrade Care.
Definitions
a. C&I: means those Customisations and Integrations that we have agreed to cover as part of your Custom Code Assurance service plan.
b. Functional Specification (FS): this is the document which details the functionality and/or behaviour which is to be introduced or changed by your C&I. The FS is essentially the blueprint for the design and will be used to validate whether a reported issue is within scope of the CCA service.
c. Maintenance Base: The maintenance base value per Customisation and Integration is determined by us. This value typically includes the effort involved in producing the Customisation or Integration, such as scope, design, documentation, development, project management, testing (including changes/fixes), and deployment. Note that this may differ from what you paid for the Customisation or Integration. Sometimes, we may set this value using other criteria. We will act reasonably in setting the Maintenance Base for your C&I.
5.2 Service Scope
a. Inclusions: The Custom Code Assurance service includes:
Support and maintenance for C&I: Ensures your C&I are upgraded and maintained in line with core product updates.
Troubleshooting and root cause analysis: Assistance with identifying and resolving issues in C&I. Some troubleshooting may require your input.
Code repository and version control: Management of customised code versions to ensure consistency and compliance with technical requirements.
Code redesign and updates: Where necessary, we’ll provide redesign and code adjustments for new releases (excluding fundamental architectural and/or technology changes, which will be handled and charged separately).
Documentation maintenance: Where necessary, we’ll update related documentation, particularly Functional Specifications, in line with changes made.
Bug fixes: Address any re-creatable defects in your C&I to maintain seamless functionality.
Deployment support: Assistance with deploying C&I to sandbox and production environments.
Access to the customer portal for your Authorised Contacts to raise and track requests related to this service.
b. Exclusions: The Custom Code Assurance service does not include:
Support and maintenance for core product issues.
Redesign and development required due to core product technology and/or architecture changes.
Impacts on third-party products or integrations caused by changes to the third-party product (handled at MYOB discretion, and separately charged).
Support, maintenance, redesign or development that might be required due to changes in third-party products.
Customer testing of any changes, fixes and upgraded customisations/integrations.
Configurations directly managed by you, or on you behalf, or where you have the access to update those configurations (e.g., general inquiries, dashboards, roles and permissions).
Customisations and Integrations not listed in your Functional Specification, or noted as being an excluded Customisation or Integration in your Functional Specification.
Customisations or Integrations done by you or a third party are not included in the service and will be charged separately. However, if the paid screening and onboarding service has been used (e.g., when transferring services from another provider to MYOB), and we find the Customisations and Integrations suitable for the Custom Code Assurance service, they will be included.
Any data repair or reconstruction of data, which might be required as a result of a customisation, integration, associated defect or codebase change.
End User documentation and/or training.
Investigation and/or resolution due to environmental circumstances, hardware or issues arising due to operating systems to which the relevant MYOB products and services are not certified to operate on.
Configurations managed by you or on your behalf where you have access to update those Configurations (for example, general inquiries, dashboards, roles and permissions). We do not maintain a repository or version control for these Configurations.
Issues caused by Third Party Materials or Third Party Integrations.
Issues that you report but we cannot recreate. If we cannot recreate the reported issue, the ticket may be closed without resolution.
Data repair or data reconstruction is explicitly excluded from this service. Such a service would be separately chargeable.
Any other requests not covered by the inclusions list above.
5.3 Operational details
a. Service start date: Your Custom Code Assurance service start date will be set out in your Order Form. The start date will generally be 30 days after the go-live of your first C&I (being when the C&I is deployed to production). Any services prior to this start date will be chargeable at our then-current consulting service rate.
b. Scope of service: The scope of service is limited to that documented in the Functional Specification.
c. Increase in scope: In most cases, your Custom Code Assurance service scope can grow with you. If you add new C&I, we may offer an expanded scope of Custom Code Assurance service to cover the additional C&I.
d. Screening and onboarding: If you request Custom Code Assurance, we need to assess whether your Customisations and Integrations are appropriate for this service (including if you are transferring from an MYOB business partner). This assessment, documentation and onboarding service is subject to additional Fees charged at our then-current Professional Services rates.
e. Pre-requisite: Core Upgrade Care is a required prerequisite to access the Custom Code Assurance. You cannot access the Custom Code Assurance service without also having the Core Upgrade Care service.
f. Fees: Your Custom Code Assurance Fee is a percentage of the accumulated Maintenance Base value, recurring annually and paid monthly in advance. Maintenance Base value, and therefore the Custom Code Assurance Fee, may change in accordance with the fee indexation and adjustment mechanisms in these service terms, the Master Service Agreement and your Order Form (as applicable). Any additional work or new C&I will increase the Maintenance Base value and the fee. If you request, and we agree, to add new C&Is to your Custom Code Assurance service then the increase in the Maintenance Base (and subsequent Custom Code Assurance fee), will be effective when the additional C&I is deployed to production plus 30 days. Any changes/fixes required prior to this time will be separately chargeable.
g. C&I inclusion: The service applies to all your C&I and will be as per signed Functional Specification, unless stated otherwise in your Order Form. We reserve the right to exclude certain Customisations or Integrations. If you add new Customisations or Integrations during your Custom Code Assurance service term, those additional Customisations or Integrations may impact your suitability for the and cost of the Custom Code Assurance service.
h. Defects: A defect is defined as any functionality not working per the signed Functional Specification and occurring in a production environment. If the functionality matches the Functional Specification, it is not considered a defect. If a request is not covered by the Functional Specification, it will be treated as new request and will be charged separately.
i. Third-Party Troubleshooting: If we investigate an issue with a Third-Party Integration and find that, in our reasonable opinion, the problem lies with the Third Party Material or Integration, we may charge additional fees (at our then-current rates) for troubleshooting time. We take no responsibility to resolve any issue which we deem is due to a third-party product.
j. Customer changes: Your eligibility for Custom Code Assurance depends on circumstances including your technology, systems, Customisation and Integrations. If those circumstances change during the term of your Custom Code Assurance services, this may impact your suitability for, and cost of, Custom Code Assurance services. We encourage you to consult with us in advance regarding any material changes to your technology, systems or C&I to determine whether those changes could impact your Custom Code Assurance services. We may, at our discretion, offer to provide Professional Services (subject to additional Fees) to assist with the changes. If you make changes to your technology, systems or C&I other than with our prior approval, we may terminate your Custom Code Assurance services by giving you notice. In that case, you will be entitled to a refund of any Fees prepaid for the period after termination takes effect.
k. New Customisations or Integrations not performed by MYOB: If new Customisations or Integrations are developed by you or a third party during your Custom Code Assurance service term, we can (at your request) evaluate their suitability for this service. This evaluation, along with documentation and onboarding services, will incur additional fees based on our current professional services rates.
l. Material changes: We may immediately terminate your Custom Code Assurance service by giving you written notice if a change in technology, architecture, law, licence terms or other circumstances outside our reasonable control makes the ongoing provision of the Services substantially unworkable or non-functional. In that case, you will be entitled to a refund of any Fees prepaid for the period after termination takes effect.
m. Response time Service Level: We will provide an initial response to all Custom Code Assurance service queries within three business hours (9:00 AM to 5:00 PM local time) on Business Days. We will keep you reasonably updated as to the expecting timing of resolution of issues.
n. Your responsibilities
You must perform initial troubleshooting and highlight deviations from the Functional Specification.
You must submit a step-by-step test plan (including screenshots) for each issue.
Each ticket must address a single issue, which must be reproducible in a non-production environment with a step-by-step test plan.
You are responsible for User Acceptance Testing, including testing all changes, fixes and upgrades before deploying changes to production.
You are responsible for testing and investigating to determine if an issue may be due to or related to a third party and/or Integration.
You must give us such access, information cooperation as we reasonable request in order for us to supply you with the Custom Code Assurance service.
Published February 2025