Support

a) Clients who purchased customised software solution will enjoy the following after sales support

1. Warranty upon delivery and installation of software
2. Support via phone call, email or remote connection
3. Softcopy user manual and/or video guide
4. Enhancements available

b) Clients who purchased MYOB will be entitled to the following support

1. Phone based support

As a registered MYOB customer, you’re entitled to complimentary MYOB support to help you get up and running as quickly as possible.

1. MYOB Accounting software – 30 days Free Support
2. MYOB Premier software – 30 days Free Support
3. MYOB Payroll software – 30 days Free Support
4. MYOB RetailManager software – 90 days Free Support
5. MYOB AccountEdge for Mac software – 30 days Free Support

How to access MYOB Technical Support by phone?

Just phone our Technical Support line anytime between 9.00 am to 5.30 pm, Monday to Friday and quote your MYOB serial number.
How to access MYOB Technical Support by fax or email?
Simply fax or email a clear description of your technical issue to the MYOB Technical Support team, and you will usually have a reply to your business during the next business day.

What happens when my technical support period ends?
Before your support period ends, it’s easy to ensure your business will remain covered; with a subscription to an MYOB or abss Business Intelligence Business Support plan. MYOB Business Support includes 12 months of technical support in addition to many other key benefits.

Here are some of the ways which MYOB can assist your business:

1. 12 months priority technical support assistance via phone, fax & email:
   Subscribers are entitled to technical support assistance anytime between 9.00 am to 5.30 pm, Monday to Friday (except Public Holiday).
2. Product upgrades (not applicable to MYOB BusinessBasics:
   Subscribers are entitled to upgrades without charge if such upgrades become available during the term of your subscription.
3. Technical support notes on the website:
   Access to MYOB’s extensive on-line technical support notes 24 hours a day, 7 days a week.
4. One on one training

* Terms and conditions apply
** Discounts on Training is only available to MYOB software users Malaysia & Singapore users

2. Business Support plan includes:

– One year product version upgrade
– One year customer service support services of the below by phone and email

Data file repair
Lack of maintenance of your computer or data files could cause file corruption. Fix the errors while maintaining the file information

Data file Trouble Shooting
When error surfaces, investigate possible causes and advise the fixes

Upgrade from old version to new data file
Assist to upgrade files to latest version

Data file reactivation
Reactivate a file to have both read and write access

Data file cancellation
Option to change file to read only access and maintain within total company file limit

Serial Number Removal
Move data file from one serial number to another

Password Extraction
Retrieve administrator password in case of lost password

The services are not inclusive of:

1. Accounting and taxation advise
2. Any hardware or operating system related troubleshooting
3. Network set up, connectivity or performance
4. Performing actual or specific payroll & accounting transactions
5. Application consultation
6. One on One training over the phone on how to use software
7. Integration with other 3rd party products or services

MYOB Support -Terms and Conditions
1. Access to technical support is exclusive up to the expiry date of the Software Protection Plan for your respective product serial number
2. Technical support is available for ONLY active Software Protection Plan serial number purchased against the specific MYOB product.
3. A caller verification will be performed to verify contact details of users before any assistance can be given.
4. Technical Support assistance is available via telephone from 9 am – 5.30 pm ( Mon – Fri) excluding public holidays. Email and fax inquiries can be sent through as well while our support team attends to it on the next business day.
5. Technical support assistance are not inclusive of :

• Accounting and taxation advise
• Any hardware or operating system related troubleshooting
• Network set up, connectivity or performance
• Performing actual or specific payroll & accounting transactions
• Application consultation
• One on One training over the phone on how to use software
• Integration with other 3rd party products or services

6. Our response time commitment are:

• Email response for inquires received before 5:00 pm : within 1 business day
• Data file repair : between 3 – 5 working days
• Initial data file checking or troubleshooting : between 1 – 3 working days
• Serial Number removal : within 1 working day
• Password Extraction : within 1 working day

7. Availability of Technical Support services may deviate from published support hours due to system downtime and observed national public holidays.
8. During financial / tax end periods, will require longer response time for technical enquiries

Why would I need onsite training?

If you require training that is customized to your company needs, we can provide you and your staff with onsite training. Our business partners are independent, certified consultants who can assist you with the software buying process; from pre-purchase advice to after-sales service. Their services may include any or all of the following:

1. Product demonstration
2. Training and data conversion
3. Customizing forms to suit your business
4. Hands on training on the different modules