In this article
These MYOB Care Success Plan service terms apply to any customers who sign up for MYOB Care, or renew their MYOB Care service, on or after 1 June 2026. For customers who signed up for MYOB Care before 1 June 2026 and have not since renewed their MYOB Care Commitment Period or upgraded their plan, the previous version of the MYOB Care service terms will continue to apply and can be accessed here.
MYOB Care Success plans are subject to the MYOB Master Service Agreement (“MSA”) and these MYOB Care service terms. These MYOB Care service terms are “Service Terms” as defined in the MSA. These Service Terms should be read in conjunction with the MSA.
1. General terms applying to MYOB Care Success Plans
1.1 Definitions
The definitions and rules of interpretation in the MSA apply to these MYOB Care Success Plans Service Terms. In addition:
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 varies based on the MYOB Care plan.
MYOB Care Success Plans 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-on packages as described in these MYOB Care Success Plans service terms. MYOB Care Success Plans is a “Service” for the purposes of the MSA.
Product Bug means a defect in the software-as-a-service, which consists of a nonconformity between the unmodified software and its applicable functional specifications and documentation.
1.2 MYOB Care term, renewal and adjustments
a. Your MYOB Care Success Plan Start Date is set out in your Order Form. If no date is specified, then your MYOB Care Success plan starts on the later of the signing of the Order Form, or 30 days from the first MYOB Acumatica go-live date (where go-live is the date you or your Authorised Users start using your MYOB Acumatica in Production, or you otherwise accept your MYOB Acumatica implementation).
b. The Commitment Period and renewal of MYOB Care Success Plans are as set out in your Order Form, and is subject to MSA clauses 1.4 and 1.5. Any non-renewal or downgrade must be notified at least 30 days prior to the end of the then-current Commitment Period, unless otherwise stated in the Order Form or these Service Terms.
c. MYOB Care Success Plans are separate from your MYOB Acumatica subscription Services, so their terms may differ. Unless your Order Form says otherwise, the renewal date for MYOB Care Success Plan will align with the renewal date for your MYOB Acumatica subscription Services. Your Order Form sets out the term and renewal date for each Service.
d. If you terminate all MYOB Acumatica subscription Services under the MSA, you can also terminate MYOB Care Success Plans by notifying us in writing. Your MYOB Care Success Plan will terminate on the latest of:
the effective termination date of your last MYOB Acumatica subscription Service;
30 days after your notice to terminate MYOB Care Success Plan; or
a later mutually agreed date.
This termination right operates subject to, and not in limitation of, the termination provisions of the MSA.
e. If you ask to transfer your support and related services from MYOB to an MYOB business partner, you may elect that the transfer takes effect:
(i) at the end of your current MYOB Care Success plan Commitment Period, by giving us at least 30 days’ notice before the end of that Commitment Period; or
(ii) during your current MYOB Care Success plan Commitment Period. If you elect this option, we will invoice you for the MYOB Care Fees that would have been payable for the remainder of that Commitment Period, and the transfer will take effect once that invoice has been paid in full.
1.3 Adjustments to your MYOB Acumatica
Any adjustments to your MYOB Acumatica subscription Services, Customisations or Integrations may affect both your eligibility for, and the Fees associated with, MYOB Care Success Plan. If you alter your MYOB Acumatica subscription Service, Customisations or Integrations, we may issue a change request under the MSA specifying any impact on eligibility or Fees and the effective date.
1.4 Fees and Billing
a. MYOB Care Success Plan Fees are billed monthly in advance from the MYOB Care Success Plan Start Date.
b. Fees will be deducted from your nominated bank account or credit card in accordance with your Direct Debit Authority.
(i) If you’re an existing MYOB Acumatica customer and add a new MYOB Care Success Plan, your invoice will be issued when the plan is set up. However, unless your order form says otherwise, charges for the plan will apply from your next subscription billing date.
(ii) If you upgrade or add to your existing MYOB Care Plan, you’ll be charged a pro rata amount from the setup date to your next subscription billing date, unless your order form says otherwise. You can use the updated service as soon as it’s set up.
(iii) Certain inclusions are periodic (e.g., a set number of points per month).
(iv) Unused inclusions expire and are non-refundable to the extent permitted by law.
(v) Out-of-scope Services will be quoted at MYOB’s then-current rates (as notified to you or published) and will proceed with your approval, unless otherwise agreed in writing
(vi) The MSA describes when we can make changes to Fees.
1.5 MYOB Care Success Plan 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 Expert Service, Upgrade Assistance, Customisation Upgrade Assistance and Customisation Assurance are only supported during local business hours, as stated in their own section below.
1.6 Implementation-related work is not covered by MYOB Care Success Plans
Implementation services are not included in MYOB Care Success Plans. Any request for changes or amendments related to design, implementation, or go-live will be charged at our then-current rates.
1.7 Location of MYOB Care Success Plan services
MYOB Care is delivered remotely. You must provide any necessary access, information, and cooperation to facilitate remote work as required.
1.8 MYOB’s discretion and decisions under these Service Terms
Where these Service Terms give MYOB a right to make a decision, assessment, determination, categorisation, approval, quotation, valuation, allocation, exclusion, variation or similar exercise of discretion affecting the scope of the Services, your eligibility for a Service, the applicable Fees, points consumption, or the continued availability of a Service to you, MYOB will act reasonably in exercising that discretion. For the avoidance of doubt, this clause does not limit any express right of MYOB to make changes, suspend or terminate Services, or set or charge Fees, where those rights are expressly provided for under the MSA, these Service Terms or an Order Form.
2. MYOB Care Success Plans: inclusions and service details
2.1 Inclusions for MYOB Care Success Plans
The MYOB Care Success Plans inclusions vary by plan:
This section provides information on the available inclusions.
a. Customer Success Engagement Model: Customers on MYOB Care Success Plan Essential, Pro and Custom receive support through a dedicated Customer Success Manager who acts as their primary contact and supports ongoing success plans, reviews, environmental health checks and strategic initiatives tailored to their business. As part of your ongoing engagement throughout the contract term, the Customer Success Manager will:
(i) review usage, adoption, progress toward your goals, and any signs your team may not be getting full value from Acumatica, then summarise this in a simple health score report to identify risks, highlight opportunities, and provide proactive guidance. This score is a planning tool to help support you earlier and realise value faster, and is not a guarantee of performance, business outcomes, or uninterrupted system operation. The frequency of your health scoring varies by plan.
(ii) hold planned success reviews with you at agreed intervals to assess how your MYOB Acumatica solution is performing, review usage and adoption, and agree practical next steps with your Success Manager. These reviews are designed to support ongoing planning, alignment, and value realisation, but they do not guarantee specific business results, product outcomes, or future performance.
(iii) undertake Environmental Health Checks, which include a proactive review of your MYOB Acumatica environment to help keep your system healthy, up to date, and ready to support your business as it grows. For Pro customers you will get access to an expanded health check.
b. Education Assistance: is designed to help your team keep building their MYOB Acumatica skills and get more value from the platform over time. Under MYOB Care Success Plan Essential, you get access to MYOB Academy and unlimited expert-led webinars. Under MYOB Care Success Plan Pro or Custom, you also get access to premium content. Refer to section 7 for more details.
c. Early Access: provides you a preview of upcoming product capabilities, enjoy early access to selected new features, and, for Pro customers, take part in feedback sessions to help shape what comes next.
d. Support coverage hours: The support coverage hours are the hours that the MYOB product technical support team is available to assist Authorised Contacts with questions, technical issues, troubleshooting, or other inquiries. The support coverage hours differ between plans.
e. 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 Success Plan services and benefits. It includes lodging, tracking, and managing tickets related to accounts, billing, how to questions, Product Bugs, defect reporting, and enhancement requests. This portal is available to all MYOB Acumatica subscribers. MYOB Care Success Plan customers have additional methods to log requests, as described below. From June 2026, ticket logging via email is not available for MYOB Care Success Plan customers.
f. Phone Ticket Logging: MYOB Care Success Plan Essential, Pro and Custom customers can, via their Authorised Contacts, access phone support to log Product Bugs and defect support requests. Pro and Custom customers can access call prioritisation. All other tickets or queries, including how-to questions, Expert Service, Upgrade Assistance or Customisation Assurance, must be logged via the customer portal.
g. Priority handling in line with response time Service Levels: We assign support requests a priority based on urgency, importance, and agreed Service Levels. Service Levels differ between MYOB Care Success plans, as set out in the MYOB Care Service Level table described in section 2.2 below.
h. Expert Service Points: Provides access to on-demand expert work delivered through a points-based service catalogue. This service covers help with setting up new users, configuration, reports, dashboards and process advice. Essential customers will receive 14 points per month, and Pro customers will receive 20 points per month. This service is explained in more detail in section 3 below.
i. Upgrade Assistance: Provides you with personalised guidance and assistance during major product upgrades. The service aims to minimise disruption to operations throughout the upgrade process. This is available on Essential, Pro and Custom plans. This service is explained in more detail in section 4 below.
j. Customisation Upgrade Assistance: This service is designed to support the publishing of your Customisation Projects. It is an extension of the Upgrade Assistance service and focuses on reviewing the Customisation Projects on the production/live site and then republishing them to your upgraded environment. This service is offered for major product upgrades of production/live sites. Offered on Pro and Custom plans or as an add on for Essential plan customers. This service is explained in more detail in section 6 below.
k. After-hours critical support: After-hours support is available exclusively for MYOB Care Success Plan 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, Expert Service, Upgrade Assistance, or Customisation Assurance.
l. Specialist Team: Available exclusively on the MYOB Care Success Plan Pro and Custom Plans, this service provides personalised, comprehensive support from a team of experts who have a deep understanding of the product’s architecture, integrations, and advanced functionality. This does not apply to Expert Service, Upgrade Assistance, or Customisation Assurance.
m. 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 Success Plan Pro and Custom Plans. Update frequencies are determined by the priority level and the chosen MYOB Care Success plan as set out in the MYOB Care Success Plan Service Level table.
n. Escalation Management: Available exclusively on the MYOB Care Success Plan 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 Service Level response times for MYOB Care Success plans
The MYOB Care Service Level response times vary by plan:
Priority rating: Issues are categorised as follows.
Priority | Description | Examples |
Urgent | A core service outage or function degradation making the product unusable to all users. | Unable to access site |
High | A core function is disrupted or works unreliably for most users. | Unable to access major site functionality |
Medium | A non-core function doesn’t work or is degraded causing some disruption to some users. | Unable to generate non-essential reports |
Low | A non-core function produces incorrect information, or a minor feature behaves inconsistently for some users. | Incorrect data in a non-essential report |
a. Categorisation: 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 re-categorisation 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 Product Bug in fact relates to user error and therefore is a how-to or Professional Services request).
b. Response times: The initial response time is the period between an Authorised Contact logging a support request 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 varying by the chosen support plan.
3. Expert Service: additional service details
Expert Service is an MYOB Care Success Plan service component that gives you access to on-demand expert work through a points-based service catalogue. It includes services such as consulting advice, configuration changes and process reviews, helping you address practical operational needs and get more value from your MYOB Acumatica solution. See more details: Expert Service add-on packages
3.1 Service scope for Expert Service
a. Inclusions: Services included are listed in the catalogue of services and include consulting advice, configuration changes and process reviews.
See more details: Expert Service add-on packages
b. Exclusions: Assistance with complex troubleshooting, custom workflows, integrations, customisations, and documentation is excluded from this service. Examples include but are not limited to:
Documentation
System health checks
Product or customisation support and defect correction
Complex troubleshooting
Customisation or integration development services
Support services
Questions about how to use your Acumatica solution
3.2 Operational details for Expert Service
Your Authorised Contacts must log one Expert Service request per ticket. If you submit multiple queries on a single ticket, we will address the first query only.
You will need to submit a separate ticket for each additional Expert Service request. We reserve the right to split a single ticket into multiple tickets, with the resulting tickets each counting towards any relevant point allocation.
Only your Authorised Contacts may submit Expert Service tickets.
All requests under this service will receive an initial response within one Business Day.
The primary communication channel for this service is the customer portal, however, we will use additional communication channels as appropriate to collaborate with you on your requests.
Services and point values may change. MYOB will determine the complexity of each service request. Point values are indicative only and may vary depending on the scope of the request. MYOB may apply additional points to a service where appropriate. If a service is not listed in the Service Catalogue, MYOB can provide an estimate of the points likely to apply.
If you do not have enough points available in a month, the service will be charged separately at our then-current rates. We will provide an estimate before any work starts. This work will be invoiced separately, with payment due within 30 days of the invoice date.
4. Upgrade Assistance: service details
Upgrade Assistance is a service designed to provide guidance and support during major MYOB Acumatica product upgrades, helping to minimise disruption to operations. It includes upgrade planning and communications, access to an upgraded sandbox, and support for upgrade-related queries. Upgrade Assistance is available on MYOB Care Success Plan Essential, Pro and Custom plans, or as an upgrade Package.
4.1 Service scope for Upgrade Assistance
a. Inclusions: The Upgrade Assistance service includes:
Upgrade assistance throughout the core product upgrade process will be provided on an if- and when-available basis / as released by MYOB.
Development and execution of a tailored communication plan, typically starting four weeks before the scheduled upgrade.
Access to report upgrade-related inquiries specific to the Upgrade Assistance service.
Provision of an upgraded sandbox to replicate your live environment, made available for test transactions without impacting your live site.
Scheduling flexibility: The upgrade schedule can be adjusted up to 3 days before the upgrade if readiness cannot be confirmed.
b. Exclusions: The Upgrade Assistance service does not include:
Continuous tracking or reporting on product defects after initial defect logging.
Testing, system configuration changes, including report or dashboard redesigns.
Deployment, amendment, upgrade, publishing or creation of customisations or integrations.
Support or modifications for third-party products required for compatibility with new releases.
Issue resolution.
Any other requests not covered by the inclusions list above.
4.2 Operational details for Upgrade Assistance
All Upgrade Assistance services 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 Upgrade Assistance services. You must conduct thorough UAT, including verifying the upgraded sandbox.
The upgraded sandbox environment will be provided without publishing or validation of customisation projects. Customers with customisations and/or integrations must maintain a Customisation Assurance package or Customisation Upgrade Assistance package (depending on level of service required).
4.3 Your Responsibilities
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 perform initial troubleshooting and highlight deviations as a result of the current upgrade.
You must submit a step-by-step test plan (including screenshots) for each issue.
5. Customisation Upgrade Assistance: additional service details
Customisation Upgrade Assistance is a service designed to support the publishing of your Customisation Projects as part of major product upgrades for production sites. It extends Upgrade Assistance by helping review, publish and validate Customisation Projects in the upgraded environment, with related code adjustments and deployment support where in scope. Customisation Upgrade Assistance is offered on Pro and Custom plans, or as an add-on for Essential plan customers, or as part of the Expanded Upgrade Assistance package.
5.1 Definitions for Customisation Upgrade Assistance
a. Customisation Project(s) means the objects stored in the MYOB Acumatica instance that are built via the Customisation Project Editor.
5.2 Service scope for Customisation Upgrade Assistance
a. Inclusions: The Customisation Upgrade Assistance 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.
Publication and validation of Customisation Project(s) after an upgrade.
Resolution of issues encountered, such that the Customisation Project(s) can be successfully published.
Code adjustments where required, to facilitate successful publishing of the Customisation Project(s) for the current upgrade. This is excluding functional and/or technology changes that were not considered in the initial customisation design/development; these will be handled at MYOB discretion and separately charged at then-current rates (and remain outside the scope of this service).
Code adjustments (on a best-efforts basis) for the resolution of issues encountered by you, when testing a customisation in the sandbox environment and where the cause of the issue is directly related to the current upgrade. This is excluding functional and/or technology changes that were not considered in the initial customisation design/development; these will be handled at MYOB discretion and separately charged at then-current rate (and remain outside the scope of this service).
Minor Customisation/cosmetic or code changes required to keep your existing processes functioning in the new release (e.g., small field, screen or workflow adjustments). These will be performed on a best-efforts basis and at MYOB's discretion.
Testing of core product functionality after Customisation Project(s) have been successfully published, including a test summary/checklist and/or sign-off pack outlining the testing performed and results.
Code repository and version control: Management of customised code versions to ensure consistency and compliance with technical requirements.
Deployment support: Assistance with deploying Customisation Project(s) 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 Customisation Upgrade Assistance service does not include:
Customer acceptance testing of any changes, fixes, and upgraded customisations/integrations. Support and maintenance for core product issues, Customisations and/or Integrations.
Support, maintenance, redesign or development that might be required due to changes in third-party products.
Customisation Projects or Configurations directly managed by you or on your behalf, or where you have access to update those Configurations.
Issues caused by any Third Party - Third Party Materials or Third Party Integrations.
Customisations or Integrations done by you or a third party. Any effort expended by MYOB due to these will be charged separately at our then-current rate and any resolution will be solely at MYOB's discretion.
Redesign and development required due to core product functionality and/or technology and/or architecture changes.
Impacts on third-party products or integrations (handled at MYOB's discretion and separately charged at our then-current rate).
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.
Data repair or data reconstruction is explicitly excluded from this service. Such a service would be solely at MYOB discretion and separately charged at our then-current rate.
Any other requests not covered by the inclusions list above.
5.3 Operational details for Customisation Upgrade Assistance
The Customisation Upgrade Assistance service, 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 Customisation Upgrade Assistance. 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 Customisation Assurance package.
Testing of Customisations, Integrations, customer-specific Configurations and workflows is excluded and remains your responsibility.
Scope of service: The scope of service is limited to that documented in these terms.
Pre-requisite: Upgrade Assistance is a required prerequisite for access to the Customisation Upgrade Assistance service. You cannot access the Customisation Upgrade Assistance service without also having the Upgrade Assistance service.
Third-Party Troubleshooting: If we investigate an issue and find that, in our reasonable opinion, the problem lies with a Third Party Material or Integration, we may charge additional fees (at our then-current rates) for time relating to the request. Unless otherwise agreed in writing, MYOB is not responsible for resolving any issue which we reasonably deem is due to a Third Party.
Increase in scope: In most cases, your Customisation Upgrade Assistance service can grow with you. If you add new Customisation Project(s), we may review the fees associated to cover changes or additions.
Customer changes: Your eligibility for the Customisation Upgrade Assistance service depends on circumstances, including your technology, systems, Customisations and Integrations. If those circumstances change during the term of your Customisation Upgrade Assistance service, this may impact your suitability for, and cost of, Customisation Upgrade Assistance. We encourage you to consult with us in advance regarding any material changes to your technology, systems, or Customisation Project(s) to determine whether those changes could impact your Customisation Upgrade Assistance service. 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 Customisation Project(s) other than with our prior approval, we may terminate your Customisation Upgrade Assistance service 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.
Material changes: We may immediately terminate your Customisation Upgrade Assistance 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.
5.4 Your responsibilities for Customisation Upgrade Assistance
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, and cooperation as we reasonably request in order for us to supply you with the Customisation Upgrade Assistance service.
You must perform initial troubleshooting and highlight deviations as a result of the current upgrade.
You must submit a step-by-step test plan (including screenshots) for each issue.
6. Customisation Assurance: additional service details
Customisation Assurance is a service designed to support, upgrade, and maintain your Customisations and Integrations, ensuring compatibility with core MYOB Acumatica product upgrades. Customisation Assurance is offered only in conjunction with Upgrade Assistance and Customisation Upgrade Assistance.
6.1 Definitions for Customisation Assurance
a. Covered C&I means the Customisations and Integrations that are covered under your Customisation Assurance service. The individual Customisations and Integrations are detailed in their respective Functional Specifications. Your Covered C&I will be confirmed by us in writing.
b. Configuration has the meaning given to it in the MSA, and includes 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-defined fields and connected applications.
c. Customisations has the meaning given to it in the MSA, and includes any addition to the core MYOB Acumatica product that either creates a new workflow 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.
d. Integrations has the meaning given to it in the MSA, and includes any methods of data interoperability between MYOB Acumatica and one or more systems via code and system configurations created, maintained, and updated through the Customisation Project Editor and/or Visual Studio or similar developer tools.
e. Functional Specification (FS) means the document which details the functionality and/or behaviour which is to be introduced or changed by each Customisation or Integration.
f. Maintenance Base means the total value of your Covered C&I. The Maintenance Base value per Customisation and Integration is determined by MYOB. 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. The Maintenance Base value for templated Customisations and Integrations is the amount MYOB assigns and communicates to you. Set reasonably by MYOB, this value reflects the delivered functionality and business benefit, and may exceed any fee you pay for the templated Customisations and Integrations build and deployment. We will act reasonably in setting or updating the Maintenance Base for your Covered C&I, and will provide a brief rationale of your Maintenance Base valuation on request. We may update the Maintenance Base after completing our initial assessment. The Maintenance Base is used to calculate the Customisation Assurance Fee (Customisation Assurance rate × Maintenance Base). If your Maintenance Base changes, your Customisation Assurance Fee will also change.
6.2 Service scope for Customisation Assurance
a. Inclusions: The Customisation Assurance service includes:
Support and maintenance for Covered C&I: Ensures your Covered C&I are maintained in line with core product updates.
Troubleshooting and root cause analysis: Assistance with identifying and resolving issues in your Covered 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 Covered C&I to maintain seamless functionality.
Deployment support: Assistance with deploying Covered 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 Customisation Assurance service does not include:
Support and maintenance for core product issues.
Redesign and development required due to core product technology and/or architectural changes.
Impacts on third-party products or integrations (handled at MYOB discretion and separately charged at then-current rate).
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.
Customisations and Integrations not listed as being Covered C&I, or specifically noted as being an excluded Customisation or Integration.
Any activities, behaviour or functionality not expressly described in an applicable Functional Specification.
Customisations or Integrations done by you or a third party are not included in the service. Any effort expended by MYOB due to these will be charged separately at our then-current rate, and any resolution will be solely at MYOB's discretion. However, if the paid assessment 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 Customisation Assurance service, they will be included.
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, or 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 any Third Party - 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 solely at MYOB discretion and separately charged at our then-current rate.
Any other requests not covered by the inclusions list above.
6.3 Operational details for Customisation Assurance
a. Service start date: The start date will generally be 30 days after the go-live of your first Covered C&I (being when the Customisation or Integration is deployed to production). Any services prior to this start date will be chargeable at our then-current Professional Services rate.
b. Scope of service: The scope of your Customisation Assurance service is limited to the Covered C&I as confirmed in writing. For each Covered C&I, the scope is limited solely to the functionality and behaviour described in its Functional Specification.
c. Change in scope: In most cases, your Customisation Assurance service scope can grow with you. If you add new Customisations or Integrations, we may offer an expanded scope of Customisation Assurance service to cover the additional Customisations or Integrations. Any change to the scope (including additions, deletions, or variations to a Functional Specification) must be agreed in writing.
d. Assessment and onboarding: If you request Customisation 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). During this time, we will perform activities such as (but not limited to) the review of your code repository, environment and documentation associated with your Customisations and Integrations, including Functional Specifications. After the assessment, your suitability for the service will be determined, along with any remediation/onboarding activities. Your input and cooperation may be required for these activities; you will need to provide access to us as needed, and may be asked to provide documentation outlining the Customisation and Integrations functionality, associated workflows, prerequisites and test cases. All Functional Specifications, once finalised, must be signed by you. The assessment and remediation/onboarding activities are subject to Fees charged at our then-current rates. A list of Covered C&I together with the Maintenance Base will be made available. We reserve the right to not offer you Customisation Assurance if we determine that the Services would not be suitable for your needs.
a. Pre-requisite: Upgrade Assistance and Customisation Upgrade Assistance are required prerequisites for access to Customisation Assurance. You cannot access the Customisation Assurance service without also having the Upgrade Assistance and Customisation Upgrade Assistance services.
b. Covered C&I inclusion: The service applies to all your Covered C&I. We reserve the right to exclude certain Customisations or Integrations. If you add new Customisations or Integrations during your Customisation Assurance service term, those additional Customisations or Integrations may impact your suitability for and the cost of the Customisation Assurance service.
c. Defects: A defect is defined as any functionality not working in accordance with the signed Functional Specification and occurring in a production environment. If the functionality matches the Functional Specification, it is not considered a defect. If functionality is not covered by the Functional Specification, it will be treated as a new request and will be charged separately at our then-current rate.
d. Third-Party Troubleshooting: If we investigate an issue and find that, in our reasonable opinion, the problem lies with a Third Party Material or Integration, we may charge additional fees (at our then-current rates) for time relating to the request. Unless otherwise agreed in writing, MYOB is not responsible for resolving any issue which we reasonably deem is due to a Third Party.
e. Customer changes: Your eligibility for Customisation Assurance depends on circumstances, including your technology, systems, Customisations and Integrations. If those circumstances change during the term of your Customisation Assurance service, this may impact your suitability for, and the cost of, Customisation Assurance. We encourage you to consult with us in advance regarding any material changes to your technology, systems or Covered C&I to determine whether those changes could impact your Customisation Assurance service. 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 Covered C&I other than with our prior approval, we may terminate your Customisation Assurance service 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.
f. New Customisations or Integrations not performed by MYOB: If new Customisations or Integrations are developed by you or a third party during your Customisation Assurance service term, we reserve the right to terminate your Customisation Assurance plan or may (at our discretion) carry out another assessment to evaluate the ongoing suitability of our service. This evaluation, along with documentation and onboarding services, will incur additional fees based on our then-current rates. Note that changes introduced by you or a third party may result in MYOB terminating the Customisation Assurance service or increasing your Customisation Assurance Fee.
g. Material changes: We may immediately terminate your Customisation 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 Fees prepaid for the period after termination takes effect.
h. Response time Service Level: We will provide an initial response to all Customisation Assurance service tickets within one Business Day (Monday to Friday 9:00 AM to 5:00 PM local time, excluding public holidays). We will keep you reasonably updated as to the expected timing of the resolution of issues.
6.4 Your responsibilities for Customisation Assurance
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.
Issues must be re-creatable in a non-production (test) environment
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, and cooperation as we reasonably request in order for us to supply you with the Customisation Assurance service.
7. Education Assistance Stand-alone package: additional service details
Education Assistance
7.1 Service scope for Education Assistance
a. Inclusions:
Ongoing access to a curated calendar of live, online webinars.
Foundation Packages give access to unlimited webinars.
Premium Packages give access to unlimited webinars and exclusive content.
Depending on your package, users gain access to a growing library of past webinar recordings and materials:
Session recordings (where available)
Slide decks and reference notes
Links to product documentation and how-to guides
Checklists and templates for repeatable tasks (e.g. period-end, clean-up runs)
b. Exclusions:
On-Site or Classroom training
Training Demo environments
Specific Customer Configuration Advice or Support
7.2 Operational details for Education Assistance
Attendance for webinars is controlled via registration. One registration per participant is required.
Webinar topics and timing are subject to change.
Where MYOB needs to cancel a webinar, we will attempt to reschedule it as soon as possible.
MYOB reserves the right to swap a cancelled topic with a different topic.
7.3 Your responsibilities for Education Assistance
Register for sessions and attend within package limits.
Ensure users attend based on the registration.
8. Stand-Alone Package: Expanded Upgrade Assistance Bundle
Expanded Upgrade Assistance Bundle is a stand-alone package that combines Upgrade Assistance with Customisation Upgrade Assistance support for major product upgrades. It is designed to help manage the core product upgrade process and support the publishing and validation of Customisation Projects so your existing processes continue to function in the new release. See more details: Upgrade Care packages
8.1 Definitions for Expanded Upgrade Assistance Bundle
a. Customisation Project(s) means the objects stored in the MYOB Acumatica instance that are built via the Customisation Project Editor.
8.2 Service scope for Expanded Upgrade Assistance Bundle
a. Inclusions: The Expanded Upgrade Assistance Bundle service includes:
Upgrade assistance throughout the core product upgrade process will be provided on an if- and when-available basis / as released by MYOB.
Development and execution of a tailored communication plan typically starting four weeks before the scheduled upgrade.
Access to report upgrade-related inquiries specific to the Upgrade Assistance service.
Provision of upgraded sandbox to replicate your live environment, made available for test transactions without impacting your live site.
Scheduling flexibility: The upgrade schedule can be adjusted up to 3 days before the upgrade if readiness cannot be confirmed.
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.
Publication and validation of Customisation Project(s) after an upgrade.
Resolution of issues encountered, such that the Customisation Project(s) can be successfully published.
Code adjustments where required, to facilitate successful publishing of the Customisation Project(s) for the current upgrade. This is excluding functional and/or technology changes that were not considered in the initial customisation design/development; these will be handled at MYOB discretion and separately charged at then-current rates (and remain outside the scope of this service).
Code adjustments (on a best-efforts basis) for the resolution of issues encountered by you, when testing a customisation in the sandbox environment and where the cause of the issue is directly related to the current upgrade. This is excluding functional and/or technology changes that were not considered in the initial customisation design/development; these will be handled at MYOB discretion and separately charged at then-current rate (and remain outside the scope of this service).
Minor Customisation/cosmetic or code changes required to keep your existing processes functioning in the new release (e.g., small field, screen or workflow adjustments). These will be performed on a best-efforts basis and at MYOB's discretion.
Testing of core product functionality after Customisation Project(s) have been successfully published, including a test summary/checklist and/or sign-off pack outlining the testing performed and results.
Code repository and version control: Management of customised code versions to ensure consistency and compliance with technical requirements.
Deployment support: Assistance with deploying Customisation Project(s) 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 Expanded Upgrade Assistance Bundle service does not include:
Continuous tracking or reporting on product defects after initial defect logging.
Testing, system configuration changes, including report or dashboard redesigns.
Deployment, amendment, upgrade, publishing or creation of customisations or integrations.
Support or modifications for third-party products required for compatibility with new releases.
Issue resolution.
Any other requests not covered by the inclusions list above.
Customer acceptance testing of any changes, fixes, and upgraded customisations/integrations.
Support and maintenance for core product issues, customisations, and/or integrations.
Support, maintenance, redesign or development that might be required due to changes in third-party products.
Customisation Projects or Configurations directly managed by you or on your behalf, or where you have access to update those Configurations.
Issues caused by any Third Party - Third Party Materials or Integrations.
Customisations or Integrations done by you or a third party. Any effort expended by MYOB due to these will be charged separately at our then-current rate, and any resolution will be solely at MYOB's discretion.
Redesign and development required due to core product functionality and/or technology and/or architecture changes.
Impacts on third-party products or integrations (handled at MYOB's discretion and separately charged at our then-current rate).
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.
Data repair or data reconstruction is explicitly excluded from this service. Such a service would be solely at MYOB discretion and separately charged at our then-current rate.
Any other requests not covered by the inclusions list above.
8.4 Operational details for Expanded Upgrade Assistance Bundle
Operating Hours: All Expanded Upgrade Assistance services will be conducted Monday to Friday, 9:00 AM to 5:00 PM local time, excluding public holidays.
User Acceptance Testing: User Acceptance Testing (UAT) is critical for Expanded Upgrade Assistance. You must conduct thorough UAT, including verification of the upgraded sandbox and the tests performed by the MYOB services team. You must report any issues promptly to ensure they are resolved before the scheduled upgrade.
Sandbox: The upgraded sandbox environment will be provided without publishing or validation of customisation projects. Customers with customisations and/or integrations must maintain a Customisation Assurance package or Customisation Upgrade Assistance package (depending on the level of service required).
Testing applies only to the core MYOB Acumatica product. Customers with published customisations must maintain a Customisation Assurance package.
Third-Party Troubleshooting: If we investigate an issue and find that, in our reasonable opinion, the problem lies with a Third-Party Material or Integration, we may charge additional fees (at our then-current rates) for time relating to the request. Unless otherwise agreed in writing, MYOB is not responsible for resolving any issue which we reasonably deem is due to a Third Party.
Increase in scope: If you add new Customisation Project(s), we may review the fees associated to cover changes or additions.
Phone Ticket Logging: MYOB Care Success Plan Essential, Pro and Custom customers can, via their Authorised Contacts, access phone support to log Product Bugs and defect support requests. Pro and Custom customers can also log ‘How To’ queries via phone. All other tickets or queries, including how-to questions for Essential Customers, Expert Service, Upgrade Assistance or Customisation Assurance, must be logged via the customer portal.
Material changes: We may immediately terminate your Expanded Upgrade Assistance 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.
8.5 Your responsibilities for Expanded Upgrade Assistance Bundle
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, and cooperation as we reasonably request in order for us to supply you with the Customisation Upgrade Assistance service.
You must perform initial troubleshooting and highlight deviations as a result of the current upgrade.
You must submit a step-by-step test plan (including screenshots) for each issue.
Updated June 2026. The prior version of these terms can be accessed here.