MYOB Acumatica Support: What's Included and What You'll Pay Extra For

Updated 15 October 2026: rebuilt to the current post format. Added the short answer, the at a glance block, a table showing who handles each kind of request, the indicative partner support cost from our cost guide, the two-release-a-year cadence from MYOB’s release notes, how MYOB’s own support team gets access to your site, and a live FAQ. The March version’s unsourced generalisations were removed.

MYOB Acumatica support comes through two channels. Your implementation partner is the first line, under a separate agreement that typically costs A$1,000 to A$3,000 a month ex GST and covers help desk, break-fix, minor configuration and the two major releases MYOB ships each year. MYOB’s own support team sits behind the partner for platform faults. New integrations, modules, customisations and training are quoted as projects, not support.

At a glance

• Who it is for: Australian businesses running MYOB Acumatica (called MYOB Advanced until 2024), or about to go live on it, who want to know who to call, what the retainer covers and what will arrive as a separate invoice
• Problem it solves: MYOB sells the subscription and certified partners implement and support it, so the boundary between subscription, support agreement and project work is where budgets go wrong in year two
• Platforms: MYOB Acumatica, all editions
• Typical cost: A$1,000 to A$3,000 a month ex GST for a partner support agreement depending on the tier, an indicative range from our MYOB Acumatica cost guide; MYOB’s platform support is included in the subscription
• Typical timeline: The support agreement starts at go-live, usually on a 12-month term; MYOB applies two major releases a year, so plan two retest windows in that term
• Last verified: 15 October 2026 against MYOB’s release notes index and the Access for MYOB Support form reference

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 is not a 1800 number. MYOB’s product page points buyers to trained and certified partners for the implementation, and the same partner is your day-to-day support relationship afterwards. MYOB’s team sits behind that. Getting the split clear before go-live saves a lot of frustration later.

What support is available after implementing MYOB Acumatica?

Three things, and they come from two different organisations.

• A partner support agreement. The firm that implemented your system, whether that is us or another certified partner, runs a help desk for you under a monthly retainer or a block of hours. This is where the “how do I” questions, the broken report and the user who cannot log in all go.
• MYOB platform support. MYOB hosts the site, applies the platform updates and fixes platform-level faults. When your partner confirms a bug or needs MYOB’s back-end access to investigate, they escalate to MYOB. The access is explicit: MYOB’s support user, AcumaticaSupport, only reaches your tenant when access has been granted, and MYOB’s form reference notes that a Partner Portal user grants it from the Partner Portal, while your own administrators can review or revoke it from the Access for MYOB Support form.
• Self-service resources. MYOB’s support hub collects the online help, the support knowledge base for errors and known issues, MYOB Academy courses and the Acumatica community forums. MYOB’s own customisation guide lists the same places and ends the list with “your MYOB support provider”, which in practice means the partner.

The partner knows how your system is configured, which customisations are published and how your processes map to the software. That is why the model works, and it is also why the choice of partner matters more after go-live than during the sales process.

What are the implementation support options for MYOB Acumatica?

Partner support agreements vary in price and packaging, but the content is similar across the certified partners we see in Australia. Most include the following as part of an ongoing retainer or annual agreement.

• Help desk access. A ticketing portal or support email with response time commitments by priority level.
• Break-fix support. When something stops working (a report error, a failed import, a workflow behaving unexpectedly), the partner diagnoses it and either fixes it or escalates to MYOB.
• Minor configuration changes. Small adjustments to reports, user permissions, notification rules and workflows that do not need development work.
• Release upgrades. MYOB numbers its major versions by year and release, and its release notes index runs 2024R1, 2024R2, 2025R1, 2025R2 and 2026R1, two a year. MYOB applies each release to your site. The partner’s job is the testing around it, which we come back to below.
• User and licence administration. Adding and removing users, adjusting roles and keeping the licence count inside the subscription. That last one is not housekeeping: MYOB’s user access page says that if you use more licences than your subscription allows, all users lose access after a short grace period.

The tiers usually differ in response times, hours of cover and how many hours of configuration work are bundled. Our cost guide’s A$1,000 to A$3,000 a month range spans that spread. Ask for the hours and the response times in writing rather than the tier name.

What is included in the MYOB subscription itself?

The subscription covers the platform: hosting, infrastructure, backups and the platform updates. MYOB’s backup policy describes daily snapshots and longer retention, and the entitlements for users, companies, portal users and storage are fixed by your edition on MYOB’s licensing page.

What the subscription does not include is anyone’s time. MYOB’s support desk handles platform faults; configuration, training, “how do I” questions and changes after go-live are partner services under the separate agreement. That split surprises businesses coming from a single-vendor accounting package, where one subscription paid for the software and the phone line. Our post on the hidden costs of MYOB Acumatica puts the subscription, the support agreement and the project costs side by side.

Who handles what?

The table below is the boundary we write into our own agreements. Other partners draw it in a similar place.

Two rows deserve a note. MYOB’s API licence page sets out a free Full User API licence limited to one named API user and 1,500 calls a day, and a paid Full Access API licence for business-critical integrations, so a new integration can add a licence line as well as a project invoice. And when storage passes the edition’s limit, MYOB’s guidance is to tidy the database first and buy an extra storage plan if you still need more.

What will you pay extra for?

This is where businesses get caught out. They assume the support agreement covers everything, then request something that falls outside it. The distinction is simple once you see it: support is reactive (fix what is broken, maintain what exists), project work is proactive (build something new, change how something works).

Things that typically sit outside support and are quoted as projects:

• New customisations. Development that changes how the system behaves: custom workflows, new fields, screen modifications and custom reports beyond minor adjustments. Each one also carries a per-release maintenance cost for its whole life, because MYOB’s guidance for consultants is to recreate the customisation project in the new version and test it before it goes near the live site.
• New integrations. Connecting MYOB Acumatica to a warehouse, ecommerce, point-of-sale or industry system you did not have at go-live, plus the API licence above.
• Training. Onboarding new staff, training on modules your team does not currently use, or refresher training after a major release.
• Additional modules. Going live with financials and later adding payroll, workforce management or advanced inventory is a new implementation project, not a support ticket.
• Data migration or cleanup. Importing data from a legacy system or fixing data quality problems in your existing instance.

None of this is unusual; it is how mid-market ERP support works across the market. The point is to know the boundary so you can budget for it. A transparent partner will put it in writing before you sign.

What happens to support during a MYOB Acumatica release?

The release itself is MYOB’s. Before your live site is upgraded, MYOB provides a sandbox copy, and its sandbox guidance asks you to republish every customisation and test it even if it publishes cleanly, disable Single Touch Payroll (STP) in the sandbox so no test pay runs reach the ATO, and test your integrations with their vendors. Third-party customisations are not managed by MYOB at all.

Who does that testing, and whether it is inside the retainer, is the question to settle before the first release lands. In our agreements the scheduling and a standard regression pass are included; a site with a dozen customisations and three integrations needs a scoped retest allowance per release. Two releases a year means two of those windows in every 12-month term, and the sandbox has a finite life, so the testing has a deadline whether or not anyone has planned for it.

“The support ticket that costs the most is the one nobody logged: a customisation that published cleanly into the new release and quietly stopped posting the right GL account. Put the release retest in the agreement with a date, not in the hope that someone remembers.”

Bill Alvarez, Practice Manager, Auboros

Can you get support directly from MYOB without a partner?

For platform faults, MYOB’s team is already behind every site. For everything else, the partner is the model, and MYOB’s own documentation reflects it: the customisation guide points developers to the community, the Partner Portal and “your MYOB support provider”, and support access to your tenant is granted through the Partner Portal. Businesses that lose their partner relationship, because the firm closed or the relationship soured, move the support agreement to another certified partner rather than to MYOB. If that is your situation, ask the new partner for a health check before they take on the support, because they are inheriting configuration they did not build. Our post on how to choose MYOB Acumatica implementation services covers what that check should include.

How do you evaluate a MYOB Acumatica support partner?

Your support relationship will outlast the implementation by years, so it deserves the same scrutiny. Questions worth asking any prospective partner:

• What are the response time commitments by priority? A critical issue (site down, pay run blocked) should carry a different commitment from a non-urgent configuration query, and both should be written down.
• Who actually handles the tickets? Some firms route support to junior staff or offshore teams. Know who you are dealing with and where they sit.
• How do you handle the two releases a year? Ask for the process: when the sandbox is requested, who tests what, how long you get, and what happens if a customisation fails.
• What is the escalation path to MYOB? When the partner cannot resolve something, they escalate. Ask how that works and how access for MYOB’s support user is granted and revoked on your tenant.
• Where is the boundary with project work? Ask to see the support agreement before you sign the implementation contract, because they are usually with the same firm.

When MYOB surveyed Australian mid-sized businesses in 2025, 36% said they were looking to upgrade their ERP and 48% named operational efficiency as the main driver. Support is where that efficiency is kept or lost after the project team goes home. We are a MYOB Acumatica partner in Brisbane and we run a help desk for clients across Queensland, NSW and Victoria; the agreement we send out follows the table above.

Goes well with

• MYOB Acumatica hidden costs: what the licence quote leaves out
• What a MYOB Acumatica partner does and how to pick one
• MYOB Acumatica customisation: what to build, what to configure and what it costs to keep

Not sure what your current MYOB Acumatica support arrangement actually covers?

We review support agreements for businesses across Queensland, NSW and Victoria, including ones we did not write. If you are assessing your options or heading into your first release on the platform, book a free consultation and we will tell you what good support looks like for a site like yours, with no obligation.