One of the most common questions we get after an implementation is: "So who do we call when something goes wrong?" With MYOB Acumatica, the answer isn't as simple as ringing a 1800 number. There are two distinct support channels: your implementation partner and MYOB directly. What each one covers is quite different. Getting this right before you go live saves a lot of frustration.
The two support channels: partner vs. MYOB direct
MYOB Acumatica is delivered through a partner network. That means the business you engaged for implementation, whether that's Auboros or another certified partner, is your primary support relationship, not MYOB. This is how most mid-market ERP platforms work, and it makes sense: your partner knows how your system is configured, what customisations have been applied, and how your business processes map to the software.
MYOB does offer a direct customer support program through Acumatica, which sits alongside your partner arrangement. It gives named users access to MYOB's technical support team for platform-level issues via your partner. It covers technical troubleshooting, not consulting, configuration help, training, or business process guidance.
In practice, most businesses find they rarely need to go directly to MYOB. A good partner handles the vast majority of support cases through their own help desk, escalating to MYOB only when there's a confirmed platform bug or an issue that requires MYOB's backend access to investigate.
What's typically included in partner support
Partner support arrangements vary, but most certified MYOB Acumatica partners include the following as part of an ongoing support retainer or annual support agreement:
- Help desk access: A dedicated channel (usually a ticketing portal or email) to log issues, with response time commitments based on priority level.
- Break-fix support: When something stops working (a report error, a failed import, a workflow that's behaving unexpectedly), your partner diagnoses and resolves it.
- Minor configuration changes: Small adjustments to reports, user permissions, notification rules, or workflows that don't require full development work.
- Platform upgrades: MYOB Acumatica releases major updates twice a year. Your partner guides you through the upgrade process, tests your customisations against the new version, and manages the deployment.
- User and access management: Adding or removing users, adjusting role permissions, and managing your licence as your team changes.
What support agreements typically don't include, at least not without additional scoping, is new development work, integrations with new third-party systems, significant process changes, or new module implementations. Those fall under consulting or project work, which is scoped and priced separately.
What you'll pay extra for
This is where businesses sometimes get caught out. They assume their support agreement covers everything, and then they request something that falls outside it. The distinction matters: support is reactive (fix what's broken, maintain what exists), while consulting is proactive (build something new, change how something works).
Things that typically sit outside standard support and are billed as project work:
- New customisations: Any development that changes how the system behaves: custom workflows, new fields, screen modifications, custom reports beyond minor adjustments.
- New integrations: Connecting MYOB Acumatica to a new external system, whether that's a WMS, a POS platform, a CRM, or an ecommerce store.
- Training: Onboarding new staff, training on modules your team doesn't currently use, or refresher training after a major upgrade.
- Additional module implementations: If you go live with financials and later want to add Payroll or Advanced Inventory, that's a new implementation project, not a support task.
- Data migration or cleanup: Importing data from a legacy system or cleaning up data quality issues in your existing instance.
None of this is unusual. It reflects how ERP support works across the market. The key is knowing the boundary so you can plan and budget for it. A transparent partner will be upfront about what falls inside and outside their support scope before you sign.
How to evaluate a MYOB Acumatica support partner
Your support relationship will outlast your implementation by years, so it deserves as much scrutiny as the initial project. A few things worth asking any prospective partner:
- What are your response time commitments by priority level? A critical issue (system down, payroll blocked) should have a different SLA than a non-urgent configuration query.
- Who actually handles support tickets? Some partners pass support work to junior staff or offshore teams. Know who you're working with.
- How do you handle MYOB Acumatica upgrade cycles? MYOB releases updates on a set schedule. Your partner should have a clear process for testing and deploying these, and should communicate the timeline to you before it happens.
- What's the escalation path? When a partner can't resolve an issue internally, they escalate to MYOB. Ask how that process works and roughly how long escalations typically take to resolve.
Partner certification matters too. MYOB accredits partners at different levels based on their team's qualifications and experience. A certified partner with a demonstrated track record in your industry is a lower risk than a generalist consultancy that handles MYOB Acumatica alongside a dozen other platforms.
At Auboros, we're an official MYOB Acumatica Partner and we offer ongoing support arrangements for Australian businesses. We also have a dedicated help desk for clients in Queensland and beyond. If you're reviewing your current support setup or considering a move to MYOB Acumatica, you can see what that looks like in more detail on our MYOB services page.
Frequently asked questions
Can I get support directly from MYOB without going through a partner?
Yes, but with limitations. MYOB offers a direct customer support program through Acumatica for platform-level technical issues. It covers troubleshooting and bug escalation, but it doesn't include consulting, training, configuration help, or implementation services. For most businesses, partner support is the more practical day-to-day option.
What happens to support during a MYOB Acumatica upgrade?
MYOB releases major platform updates twice a year. Your partner should communicate the upgrade schedule in advance, test your environment, including any customisations, against the new version, and manage the deployment. In most partner support agreements, upgrade management is included, though the level of testing and preparation varies. Confirm this specifically before you sign.
How quickly should a support issue be resolved?
That depends on severity and your support agreement. A critical issue like payroll failing to process or the system being inaccessible should typically get same-day attention. Lower-priority issues, such as minor report errors or non-urgent configuration queries, are commonly addressed within two to five business days. Response time commitments should be written into your support agreement, not left to verbal assurances.
Is MYOB Acumatica support included in the subscription cost?
The subscription cost covers access to the platform, hosting, and MYOB-provided updates. Partner support is a separate arrangement and is typically charged as an annual retainer or consumed from a block of hours. The split between what MYOB provides and what your partner provides is an important distinction to understand before you budget for your total cost of ownership.
Not sure what your current MYOB Acumatica support arrangement actually covers?
We work with businesses across Queensland, NSW, and Victoria who want straightforward, responsive support from a partner that knows their system. If you're assessing your options, book a free consultation and we'll give you an honest picture of what good support looks like and what to expect.
One of the most common questions we get after an implementation is: "So who do we call when something goes wrong?" With MYOB Acumatica, the answer isn't as simple as ringing a 1800 number. There are two distinct support channels: your implementation partner and MYOB directly. What each one covers is quite different. Getting this right before you go live saves a lot of frustration.
The two support channels: partner vs. MYOB direct
MYOB Acumatica is delivered through a partner network. That means the business you engaged for implementation, whether that's Auboros or another certified partner, is your primary support relationship, not MYOB. This is how most mid-market ERP platforms work, and it makes sense: your partner knows how your system is configured, what customisations have been applied, and how your business processes map to the software.
MYOB does offer a direct customer support program through Acumatica, which sits alongside your partner arrangement. It gives named users access to MYOB's technical support team for platform-level issues via your partner. It covers technical troubleshooting, not consulting, configuration help, training, or business process guidance.
In practice, most businesses find they rarely need to go directly to MYOB. A good partner handles the vast majority of support cases through their own help desk, escalating to MYOB only when there's a confirmed platform bug or an issue that requires MYOB's backend access to investigate.
What's typically included in partner support
Partner support arrangements vary, but most certified MYOB Acumatica partners include the following as part of an ongoing support retainer or annual support agreement:
- Help desk access: A dedicated channel (usually a ticketing portal or email) to log issues, with response time commitments based on priority level.
- Break-fix support: When something stops working (a report error, a failed import, a workflow that's behaving unexpectedly), your partner diagnoses and resolves it.
- Minor configuration changes: Small adjustments to reports, user permissions, notification rules, or workflows that don't require full development work.
- Platform upgrades: MYOB Acumatica releases major updates twice a year. Your partner guides you through the upgrade process, tests your customisations against the new version, and manages the deployment.
- User and access management: Adding or removing users, adjusting role permissions, and managing your licence as your team changes.
What support agreements typically don't include, at least not without additional scoping, is new development work, integrations with new third-party systems, significant process changes, or new module implementations. Those fall under consulting or project work, which is scoped and priced separately.
What you'll pay extra for
This is where businesses sometimes get caught out. They assume their support agreement covers everything, and then they request something that falls outside it. The distinction matters: support is reactive (fix what's broken, maintain what exists), while consulting is proactive (build something new, change how something works).
Things that typically sit outside standard support and are billed as project work:
- New customisations: Any development that changes how the system behaves: custom workflows, new fields, screen modifications, custom reports beyond minor adjustments.
- New integrations: Connecting MYOB Acumatica to a new external system, whether that's a WMS, a POS platform, a CRM, or an ecommerce store.
- Training: Onboarding new staff, training on modules your team doesn't currently use, or refresher training after a major upgrade.
- Additional module implementations: If you go live with financials and later want to add Payroll or Advanced Inventory, that's a new implementation project, not a support task.
- Data migration or cleanup: Importing data from a legacy system or cleaning up data quality issues in your existing instance.
None of this is unusual. It reflects how ERP support works across the market. The key is knowing the boundary so you can plan and budget for it. A transparent partner will be upfront about what falls inside and outside their support scope before you sign.
How to evaluate a MYOB Acumatica support partner
Your support relationship will outlast your implementation by years, so it deserves as much scrutiny as the initial project. A few things worth asking any prospective partner:
- What are your response time commitments by priority level? A critical issue (system down, payroll blocked) should have a different SLA than a non-urgent configuration query.
- Who actually handles support tickets? Some partners pass support work to junior staff or offshore teams. Know who you're working with.
- How do you handle MYOB Acumatica upgrade cycles? MYOB releases updates on a set schedule. Your partner should have a clear process for testing and deploying these, and should communicate the timeline to you before it happens.
- What's the escalation path? When a partner can't resolve an issue internally, they escalate to MYOB. Ask how that process works and roughly how long escalations typically take to resolve.
Partner certification matters too. MYOB accredits partners at different levels based on their team's qualifications and experience. A certified partner with a demonstrated track record in your industry is a lower risk than a generalist consultancy that handles MYOB Acumatica alongside a dozen other platforms.
At Auboros, we're an official MYOB Acumatica Partner and we offer ongoing support arrangements for Australian businesses. We also have a dedicated help desk for clients in Queensland and beyond. If you're reviewing your current support setup or considering a move to MYOB Acumatica, you can see what that looks like in more detail on our MYOB services page.
Frequently asked questions
Can I get support directly from MYOB without going through a partner?
Yes, but with limitations. MYOB offers a direct customer support program through Acumatica for platform-level technical issues. It covers troubleshooting and bug escalation, but it doesn't include consulting, training, configuration help, or implementation services. For most businesses, partner support is the more practical day-to-day option.
What happens to support during a MYOB Acumatica upgrade?
MYOB releases major platform updates twice a year. Your partner should communicate the upgrade schedule in advance, test your environment, including any customisations, against the new version, and manage the deployment. In most partner support agreements, upgrade management is included, though the level of testing and preparation varies. Confirm this specifically before you sign.
How quickly should a support issue be resolved?
That depends on severity and your support agreement. A critical issue like payroll failing to process or the system being inaccessible should typically get same-day attention. Lower-priority issues, such as minor report errors or non-urgent configuration queries, are commonly addressed within two to five business days. Response time commitments should be written into your support agreement, not left to verbal assurances.
Is MYOB Acumatica support included in the subscription cost?
The subscription cost covers access to the platform, hosting, and MYOB-provided updates. Partner support is a separate arrangement and is typically charged as an annual retainer or consumed from a block of hours. The split between what MYOB provides and what your partner provides is an important distinction to understand before you budget for your total cost of ownership.
Not sure what your current MYOB Acumatica support arrangement actually covers?
We work with businesses across Queensland, NSW, and Victoria who want straightforward, responsive support from a partner that knows their system. If you're assessing your options, book a free consultation and we'll give you an honest picture of what good support looks like and what to expect.