These Terms apply to your access to, and use of, the MYOB Acumatica Platform.
These Terms apply in addition to the MYOB Master Services Agreement and your Order Form. You should read them in conjunction with each other.
The definitions and rules of interpretation in the Master Service Agreement apply to these Terms.
1. Use and Availability of MYOB Acumatica
1.1 You must use the Services in accordance with the terms of the MYOB Master Services Agreement, your Order Form and any Documentation or reasonable directions we give you.
1.2 Our Services are intended for use in Australia or New Zealand. Use of the Services outside these regions is at your own risk.
1.3 You need internet access to use our Services. You are responsible for ensuring you have internet access and use browser versions that are compatible with the Services. We will publish a list of compatible browser versions on our website
2. Authorised Users
2.1 Each Authorised User must be a named individual. Access Credentials can only be used by one Authorised User and must be kept confidential. We may suspend or remove an Authorised User’s access if we determine that more than one individual has used their Access Credentials.
2.2 You are required to have at least one full Authorised User for each MYOB Acumatica installation.
2.3 To access Payroll capabilities, you must have at least one Full Authorised User, Finance Authorised User, or Payroll Administrator Authorised User.
2.4 Quality Management Authorised Users must hold one of the following licence types: a Warehouse Authorised User, Manufacturing Authorised User, or Full Authorised User.
2.5 You can give other third parties (such as your Affiliates, an accredited MYOB Acumatica Partner or Third Party Applications) access to the MYOB Acumatica Platform as your Authorised Users. Where you give a third party access to the MYOB Acumatica Platform as an Authorised User, you are responsible for how they use the Services.
3. Entitlements
3.1 Your Entitlements differ depending on your subscription type. The following Entitlements apply, unless otherwise agreed in an Order Form:
Inclusions | Standard | Plus | Enterprise | Construction | Manufacturing | Professional Services |
|---|---|---|---|---|---|---|
Storage | 20GB | 50GB | 100GB | 100GB | 100GB | 50GB |
Campaign emails (per month) | 0 | 10,000 | 20,000 | 20,000 | 20,000 | 10,000 |
Tenants | 5 | 5 | 5 | 5 | 5 | 2 |
External Accountant (Authorised Users) | 1 | 1 | 1 | 1 | 1 | 0 |
Velixo Reporting Lite (Authorised Users) | 1 | 1 | 1 | 1 | 1 | 1 |
Customer Portal (Authorised Users) | 500 | 1,000 | 2,000 | 2,000 | 2,000 | 1,000 |
API Usage (Monthly Daily Average Calls) | 1,500 | 1,500 | 1,500 | 1,500 | 1,500 | 1,500 |
API (Authorised Users) | 1 | 1 | 1 | 1 | 1 | 1 |
3.2 Unless otherwise stated, Entitlements and usage calculations are provided for you to use in a calendar month and reset at the start of each calendar month.
3.3 Storage space consumption is calculated as the total volume of all data including database, documents, attachments and database snapshots. Campaign emails are those sent via the mass email function of marketing campaigns in the MYOB Acumatica Platform.
3.4 Campaign emails and SMS messages must be used in the calendar month purchased. Unused emails or SMS messages do not rollover.
3.5 Customer portal access licence totals are cumulative across active companies in MYOB Acumatica.
3.6 API Usage is calculated monthly based on the daily average usage for the month, calculated by dividing the total usage by the number of days in the month. API use is subject to reasonable use limitations or restrictions set out in your Order Form or Documentation that is supplied by us to you. "Reasonable use" does not include usage that disrupts or affects the performance of the MYOB Acumatica Platform due to the high volume or nature of API calls.
4. Sandbox
If we give you access to a sandbox, it is only available for testing and training purposes. You are not permitted to use the sandbox for other commercial purposes. The Entitlements for your sandbox mirror those of the corresponding production account. However, certain functions (like email and SMS) are disabled.
5. Additional Fees for usage
5.1 You will be charged for each Active User. An Active User means any Authorised User or individual whose access has not been removed or revoked, regardless of whether they have actively accessed or used the MYOB Acumatica Platform during the relevant calendar month.
5.2 If you have a subscription for MYOB Acumatica Payroll, then licensing is calculated based on the total number of unique employees paid per month across all companies and pay frequencies. Additional Fees are charged for each employee that exceeds the allowable limit, on the upper limit of the selected band.
5.4 For MYOB Acumatica Workforce Management, licensing is calculated based on the total number of individuals whose access has not been removed or revoked, regardless of whether they have actively accessed or used the MYOB Acumatica Platform during the relevant calendar month. Additional Fees are charged for each employee that exceeds the allowable limit, on the upper limited of the selected band.
5.3 Additional Fees may apply if you exceed the Entitlements for your Subscription type. Fees will be charged at the standard rates published our website: Additional Fees
5.4 Additional Fees will be charged in arrears in your next Billing Period, or as otherwise agreed in writing.
6. Support
The following support is included as standard with your subscription:
In-Product Help: Resources and tools provided within the MYOB Acumatica Platform to assist Authorised Users to understand how to use the Platform and troubleshoot issues in real-time.
Online Knowledge Base: An online repository of information designed to help Authorised Users understand, troubleshoot, and optimise use of the Platform. The Online Knowledge Base includes articles, guides and release notes.
Online User Community Forum: Authorised Users can collaborate and connect with Acumatica users from around the world. They can participate in discussion forums. They can also search the international knowledge base.
MYOB Academy: our online, self-paced courses are designed to guide Authorised Users through various topics, workflows or set up. Authorised Users have access to video content as well as live webinars.
You can also access our Customer Portal. The Customer Portal allows your authorised contacts to lodge, track and manage tickets, for example, in relation to account enquiries, billing or product bugs.
Phone support is available for critical issues between 9:00am and 5:00pm (Australia and New Zealand local time), unless otherwise agreed with you in an Order Form.
If you have an agreement with an accredited MYOB Acumatica Partner, you should submit support requests to them first.
7. Service Levels
7.1 Unless otherwise agreed in an Order Form, we will use reasonable commercial endeavours to meet the following service levels when your authorised contacts:
log requests through our Customer Portal; or
for critical issues only, log requests by phone,
and provide us with sufficient detail so that we understand the nature and impact of the incident and its urgency.
Priority | Description | Examples | Initial response time |
|---|---|---|---|
Priority 1 (Critical) | Core Service outage or degradation making the MYOB Acumatica Platform unusable | Site down | < 4 Business hours |
Priority 2 (Serious) | Core Service degraded causing some disruption to Authorised Users | Termination pay is required and there is a question over the payout of leave transactions | < 2 Business Days |
Priority 3 (Other) | Non-Core Service functionality interrupted and only affecting a small number of Authorised Users or customers | Running standard reports to produce certain data | < 5 Business Days |
Note:
Initial response time refers to the period between the logging of a support request by your authorised contact and the first acknowledgement by our Support team.
7.2 We aim for a target uptime availability, measured over the course of each calendar month, of at least 99.5% for MYOB Acumatica Platform production environments, excluding scheduled maintenance or force majeure events.
The MYOB Acumatica sandbox, upgrade, and test environments are managed differently from production environments, and are not included in uptime availability.
7.3 Scheduled Maintenance
Our routine maintenance window for the MYOB Acumatica Platform is between 8:00pm on Tuesdays and 4:00am on Wednesdays (Australian Eastern Standard Time).
We will notify you in advance if maintenance will occur outside this window, or if it is likely to result in system downtime.
7.4 Real-time monitoring
Visit https://status.myob.com for updates about upcoming maintenance and system availability. If unplanned outages occur, we will post regular updates as we work to restore normal service.
7.5 Sandbox environments
Sandboxes are managed differently to production environments, and may not perform in the same manner. We do not provide service level commitments for sandboxes.
Updated: June 2025