MYOB Employer Services Support Plan

Technical Assistance coverage is the service provided by the MYOB Enterprise Support desk providing for first and second level support. This is available to all MYOB Enterprise Solutions Partners as well as those MYOB EXO Employer Services direct clients with a valid support plan.

The MYOB Enterprise Division Technical Support Team is a skilled multi-tiered support desk structured with an aim to provide quick, professional assistance for all of the EXO product range. The team works to ensure that support requests are thoroughly reviewed, assigned and/or responded to according to their severity and priority.  They also review test and progress requests for product enhancements or bugs to the Product Management and Development teams for inclusion in forthcoming releases.

MYOB Technical Support also provides and maintains a free to access online knowledge base.

MYOB Knowledgebase

The online EXO Knowledgebase is a self-help Online Support portal provided to help resolve common issues.  Resources provided by the portal include articles, FAQs, Hints & Tips and troubleshooting guides.  The EXO Knowledgebase can be accessed here:  Access to the EXO Knowledgebase is available to all MYOB Enterprise Solutions Partners (for both EXO Business and EXO Employer Services offerings) as well as those MYOB EXO Employer Services direct clients.

Terms and Conditions for your MYOB Annual Support Plan (‘MASP’)

1. General

  • MASP is an additional service offered by MYOB to you as a MYOB EXO Employer Services licence holder in New Zealand. It entitles you to receive technical support for your MYOB EXO Employer Services product.

  • MASP is designed to operate concurrently with your software Annual Licence Fee (ALF) and as such, your initial charge will be pro-rated. Subsequently you will be invoiced annually in conjunction with your Annual Licence Fees.

  • MASP will be available from the date you accept the official MYOB quote and will continue for the period specified in MASP invoices so long as those invoices are paid in full.

  • Prices for MASP may change after the initial 12 months period and will be notified to you in your annual invoice.

2. Support

  • MASP provides you with support for your MYOB EXO Employer Services product via telephone or email.  Support is available for your MYOB product in the following areas: installation (to the point the demo company is available), upgrade assistance, basic usability and basic functionality as described in MYOB product documentation. Support is limited to the currently supported versions and environments as stated in the MYOB Enterprise Solutions Product Support Lifecycle Policy, and System Requirements Guidelines found at the MYOB website

  • Support does not extend to covering inquiries on general accounting, legislation or taxation issues, issues caused by third-party services, service providers, hardware or software, networking problems, application, consulting or training and cannot be used for resolving errors in customer data made by the end-user or as a result of corruption due to the operating environment. MYOB’s support consultants will determine whether any particular enquiry is covered by MASP and in the event that it is not will seek to advise you of alternative options for these requests.

  • Support availability is published on the MYOB website and may occasionally deviate from stated hours due to downtime for systems and server maintenance and observed New Zealand public holidays. As call volumes fluctuate so too will response times so delays in responding to your query may be experienced. MYOB reserves the right to limit phone calls to 30 minutes and to one issue or question per call and may limit or terminate your access should you seek to use the service in an excessive, abusive, or fraudulent manner.

3. Limitation of Liability

  • Except in relation to personal injury or death, MYOB is not liable to you for any loss (whether direct, indirect or consequential loss or damage) suffered or liability incurred by you caused by or resulting from the provision of MYOB annual support. This clause applies for the benefit of all related companies of MYOB and all officers, employees, contractors and agents of MYOB and those related companies. If MYOB or any of the other beneficiaries are ever liable (whether for direct, indirect or consequential loss or damage) to you and, for any reason, cannot rely on any exclusion of liability set out in this clause, the maximum combined liability of MYOB and those other beneficiaries to you is the amount paid by you to MYOB for MASP in the twelve month period prior to the date of the event giving rise to the liability.

These terms and conditions are subject to change from time to time. Any changes will be published on the MYOB website. For more information, view the MASP Terms & Conditions FAQ’s.