What are the phases of product support?

Each release (or version) of a MYOB Enterprise Solution product moves through various support phases during its life cycle and is described as follows:

General Support

General Support refers to the period where MYOB provides full support services and development focus.  This covers all support services including technical assistance coverage, upgrade resource tools, Hot Fix support, Service Pack support and Environmental updates.

Transitional Support

Transitional Support coverage includes all aspects as per General Support including technical assistance coverage and resource tools to upgrade to the latest generally supported version, but excludes Service Pack support and Environmental updates.  

Partial Support

Partial Support refers to the phase when MYOB continues to provide technical assistance coverage and resource tools to upgrade to the latest generally supported version.  Technical assistance activities include the provision of known fixes and workarounds, highlighting solutions within previous released service packs and/or Hot Fixes, as well as accessibility to information from the knowledgebase.

End of Support

End of Support refers to the period that commences when Partial Support ceases.  MYOB will continue to offer online self‑help support options via the knowledgebase.

Support services matrix

The matrix below specifies the services available in each phase of support