MYOB Care Success Plans for MYOB Exo Business Service Terms

MYOB Care Success Plans are subject to the MYOB Master Services Agreement (“MSA”) and these MYOB Exo Business service terms (“Service Terms”). These Service Terms are “Service Terms” as defined in the MSA and should be read in conjunction with the MSA.

Your licence to use MYOB Exo Business is granted under the MYOB Exo End User Agreement (the “Exo EULA”).

The MSA, these Service Terms and your Order Form govern the supply of MYOB Care Success Plans. They do not vary, replace or supersede the Exo EULA, which continues in full force in respect of your MYOB Exo Business Licence.

To the extent of any inconsistency relating to MYOB Care Success Plans, the order of precedence in clause 1.1 of the MSA applies. A special condition in an Order Form will override the MSA only if it expressly states that it does so. To the extent of any inconsistency relating to your MYOB Exo Business Licence, the Exo EULA prevails.

MYOB Care Success Plans are subject to the warranties, Service Levels and liability provisions in the MSA. Nothing in these Service Terms or your Order Form varies or extends the warranties or liability provisions applying to the Software or your MYOB Exo Business Licence under the Exo EULA.

1. General terms applying to MYOB Care Success Plans for MYOB Exo Business

1.1 Definitions

Capitalised terms used but not defined in these Service Terms have the meaning given in the MSA. Terms relating specifically to your MYOB Exo Business Licence have the meaning given in the Exo EULA. The interpretation provisions in each of the MSA and the Exo EULA also apply to these Service Terms. In addition:

Authorised Contact means an individual nominated by you to access support, raise tickets, discuss upgrades or escalate technical issues on your behalf. The number of Authorised Contacts varies based on your MYOB Care Success Plan.

MSA means MYOB Master Services Agreement (Enterprise),available at myob.com/au/legal/myob-master-services-agreement-enterprise.

MYOB Care Success Plans means the Essentials and Custom service plans, together with any add-on packages, specified in your Order Form and described in these Service Terms. They are “Services” for the purposes of the MSA.

Product Bug means a defect in the Software, which consists of a nonconformity between the unmodified Software and its applicable functional specifications and documentation.

Exo Business Partner has the meaning given in the Exo EULA.

Exo EULA means the MYOB Exo End User Agreement, available at www.myob.com/au/legal/exo-user-agreement

1.2 MYOB Care Success Plan term, renewal and adjustments

a. The start date for your MYOB Care Success Plan is set out in your Order Form.

b. The Commitment Period and renewal arrangements for your MYOB Care Success Plan are set out in your Order Form. Non-renewal and downgrades are governed by clauses 1.5 and 1.6 of the MSA.

c. MYOB Care Success Plans are separate from your MYOB Exo Business Licence, so their terms may differ. Your Order Form sets out the term and renewal date for each Service.

d. If you move from an Essentials MYOB Care Success Plan to a Custom MYOB Care Success Plan during your current term, you will start a new term period as set out in your new Order Form. 

e. If your MYOB Exo Business Licence terminates or expires under the Exo EULA, you can also terminate your MYOB Care Success Plan by notifying us in writing. Your MYOB Care Success Plan will terminate on the latest of:

the effective termination date of your MYOB Exo Business Licence;

• 30 days after your notice to terminate the MYOB Care Success Plan; or

• a later mutually agreed date.

This termination right operates subject to, and not in limitation of, the termination provisions of the MSA and the Exo EULA.

f. If you ask to transfer your support and related services from MYOB to an Exo Business Partner, you may elect that the transfer takes effect:

(i) at the end of your current MYOB Care Success Plan Commitment Period, by giving us at least 30 days’ notice before the end of that Commitment Period; or

(ii) during your current MYOB Care Success Plan Commitment Period. If you elect this option, we will invoice you for the Fees that would have been payable for the remainder of that Commitment Period, and the transfer will take effect once that invoice has been paid in full.

1.3 Adjustments to your MYOB Exo Business Licence

Any adjustments to your MYOB Exo Business Licence, Customisations or Integrations may affect your eligibility for, and the Fees associated with, your MYOB Care Success Plan. If you alter your MYOB Exo Business Licence, Customisations or Integrations, we may request a change to your Order Form in accordance with the MSA, specifying any impact on eligibility or Fees and the effective date.

1.4 Fees and Billing

a. Fees for your MYOB Care Success Plan are billed monthly in advance from its start date.

b. Fees will be deducted from your nominated bank account or credit card in accordance with your Direct Debit Authority.

(i) If you’re an existing MYOB Exo Business customer and add a new MYOB Care Success Plan, your first invoice will be issued when the plan is set up.

(ii) If you upgrade or add to your existing MYOB Care Success Plan, you’ll be charged a pro rata amount from the setup date to your next MYOB Care Success Plan billing date, unless your order form says otherwise. You can use the updated service as soon as it’s set up.

(iii) Certain inclusions are periodic (e.g., a set number of points per month).

(iv) Unused inclusions expire and are non-refundable to the extent permitted by law.

(v) Out-of-scope Services will be quoted at MYOB’s then-current rates (as notified to you or published) and will proceed with your approval, unless otherwise agreed in writing.

(vi) The MSA describes when we can make changes to Fees.

1.5 MYOB Care Success Plan support coverage hours

Support teams are available to assist Authorised Contacts with technical issues, troubleshooting or other inquiries during specific hours. Public holidays in the place where the relevant MYOB support team is located are not covered. The support coverage hours are set out in clause 2.1(b), and Expert Service and Upgrade Assistance are only supported during local business hours as stated in their own sections below.

1.6 Implementation services and Exo Business Partner services

Implementation, solution design, data migration and go-live services are not included in MYOB Care Success Plans and are subject to clause 1.4(b)(v). Services supplied by an Exo Business Partner are supplied independently of MYOB, as described in section 6 of the Exo EULA.

1.7 Location of services under MYOB Care Success Plans

MYOB Care Success Plans are delivered remotely. You must provide any necessary access, information and cooperation to facilitate remote work as required.

1.8 MYOB’s discretion and decisions under these Service Terms

Where these Service Terms give MYOB a right to make a decision, assessment, determination, categorisation, approval, quotation, valuation, allocation, exclusion, variation or similar exercise of discretion affecting the scope of the Services, your eligibility for a Service, the applicable Fees, points consumption or the continued availability of a Service to you, MYOB will act reasonably in exercising that discretion. For the avoidance of doubt, this clause does not limit any express right of MYOB to make changes where those rights are expressly provided for under the MSA, these Service Terms or an Order Form.

1.9 Liability, warranties and consumer guarantees

a. MYOB Care Success Plans are subject to the warranties and limitations and exclusions of liability in the MSA. Nothing in these Service Terms extends the warranties applying to the Software under section 9 of the Exo EULA or creates a warranty that the Software will be free from Product Bugs.

b. A health score, assessment, readiness assessment, estimate, indicative point value, response time target, roadmap or recommendation does not guarantee a particular business, financial or technical outcome. Nothing in this clause limits any warranty, Service Level or liability under the MSA or Exo EULA.

c. Nothing in these Service Terms excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law, or under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986, that cannot lawfully be excluded, restricted or modified.

2. MYOB Care Success Plans: inclusions and service details

2.1 Inclusions for MYOB Care Success Plans for MYOB Exo Business

The MYOB Care Success Plans inclusions vary by plan:

• MYOB Care – MYOB Exo Business Success Plans

This section provides information on the available inclusions.

a. Customer Success Engagement Model: Customers with an Essentials or Custom MYOB Care Success Plan receive support through a named services consultant who acts as their primary contact and supports ongoing success plans, reviews, environmental health checks, migration and change readiness, and strategic initiatives tailored to their business. As part of your ongoing engagement throughout the contract term, the services consultant will:

(i) review usage, adoption, progress toward your goals, and any signs your team may not be getting full value from MYOB Exo Business, then summarise this in a simple health score report to identify risks, highlight opportunities, and provide proactive guidance. This score is a planning tool to help support you earlier and realise value faster, and is not a guarantee of performance, business outcomes, or uninterrupted system operation. The frequency of your health scoring varies by plan.

(ii) hold planned success reviews with you at agreed intervals to assess how your MYOB Exo Business solution is performing, review usage and adoption, and agree practical next steps with your services consultant. These reviews are designed to support ongoing planning, alignment and value realisation, but they do not guarantee specific business results, product outcomes or future performance.

(iii) undertake environmental health checks, which include a proactive review of your MYOB Exo Business environment to help keep your system healthy, up to date and ready to support your business as it grows.

(iv) undertake a migration readiness assessment to evaluate your readiness to move from a desktop to the cloud and recommend actions and a migration roadmap.

(v) undertake change management readiness activities to help you understand how prepared your team is for the people, process and ways-of-working changes that come with moving to cloud and where extra support, planning or training may be needed so your business can move with confidence and minimise disruption.

b. Support coverage hours: The support coverage hours are the hours that the MYOB product technical support team is available to assist Authorised Contacts with questions, technical issues, troubleshooting or other inquiries. The support coverage hours are 8:30am to 5:00pm on Business Days, in Australian Eastern Time (AEST or AEDT as applicable) for customers in Australia, and New Zealand Time (NZST or NZDT as applicable) for customers in New Zealand.

c. Customer portal for ticket management: The customer portal for ticket management is a secure system for your Authorised Contacts to raise requests related to any support or service from us, including accessing MYOB Care Success Plan services and benefits. It includes lodging, tracking and managing tickets related to accounts, billing, how-to questions, Product Bugs, defect reporting and enhancement requests. This portal is available to all MYOB Exo Business subscribers. MYOB Care Success Plan customers have additional methods to log requests, as described below. Email-based ticket logging is not available for MYOB Care Success Plan customers.

d. Priority handling in line with response time Service Levels: We assign support requests a priority based on urgency, importance and impact. The initial response time target is set out in clause 2.1(j).

e. Expert Service Points: Provides access to on-demand expert work delivered through a points-based service catalogue. This service covers help with setting up new users, configuration, reports, dashboards and process advice. Expert Service Points are available in three tiers: Tier 1 provides 14 points per month, Tier 2 provides 24 points per month and Tier 3 provides 40 points per month. This service is explained in more detail in section 3 below.

f. Upgrade Assistance: Available only on a Custom MYOB Care Success Plan, Upgrade Assistance provides personalised guidance and assistance throughout a MYOB Exo Business upgrade process. The service aims to minimise disruption to operations during the upgrade and accelerate the realisation of benefits from the new platform release. Three tiers are available based on the number of company databases: Tier 1 covers up to 2 company databases, Tier 2 covers up to 5 company databases and Tier 3 covers more than 5 company databases. This service is explained in more detail in section 4 below.

g. Escalation Management: This feature allows support issues to be escalated to higher levels of expertise or authority where initial resolution attempts have been unsuccessful or the issue is urgent. Escalation does not change the applicable Service Levels.

h. Priority rating: Issues are categorised as follows.

i. Categorisation: We will determine or update the category of the support request based on the information you provide or that is otherwise available to us. We will notify you if re-categorisation of a support request could have a material impact on the response time or Fees associated with that request (for example, if a request logged for a Product Bug relates to user error and is therefore a how-to or a chargeable professional services ps request).

j. Response times: The initial response time is the period between an Authorised Contact logging a support request and the first acknowledgement and action by the MYOB support team. This period is measured during support coverage hours on Business Days. The initial response time target is four hours for all priority ratings. It is a target for first response only and is not a commitment to resolve, diagnose or provide a workaround within any period.

3. Expert Service: additional service details

Expert Service is an MYOB Care Success Plan service component that gives you access to on-demand expert work through a points-based service catalogue. It includes services such as consulting advice, configuration changes and process reviews, helping you address practical operational needs and get more value from your MYOB Exo Business solution. See more details: Expert Service

3.1 Service scope for Expert Service

a. Inclusions: Services included are listed in the catalogue of services and include consulting advice, configuration changes and process reviews.

See more details: Expert Service add-on packages

b. Exclusions: Assistance with complex troubleshooting, custom workflows, integrations, customisations, and documentation is excluded from this service. Examples include but are not limited to:

• Documentation

• System health checks

• Product or customisation support and defect correction

• Complex troubleshooting

• Customisation or integration development services

• Support services covered by clause 2.1

• Questions about how to use your MYOB Exo Business solution

3.2 Operational details for Expert Service

• Your Authorised Contacts must log one Expert Service request per ticket. If you submit multiple queries on a single ticket, we will address the first query only.

• You will need to submit a separate ticket for each additional Expert Service request. We reserve the right to split a single ticket into multiple tickets, with the resulting tickets each counting towards any relevant point allocation.

• Only your Authorised Contacts may submit Expert Service tickets.

The target initial response time for requests under this service is one Business Day.

• The primary communication channel for this service is the customer portal, however, we will use additional communication channels as appropriate to collaborate with you on your requests.

Services and point values may change in accordance with the MSA. MYOB will determine the complexity of each service request, acting reasonably in accordance with clause 1.8. Point values are indicative only and may vary depending on the scope of the request. MYOB may apply additional points to a service where appropriate. If a service is not listed in the service catalogue, MYOB can provide an estimate of the points likely to apply.

• If you do not have enough points available in a month, the service will be charged separately at our then-current rates. We will provide an estimate before any work starts. This work will be invoiced separately, with payment due within 30 days of the invoice date.

4. Upgrade Assistance: service details

Upgrade Assistance is a service designed to provide personalised guidance and support during MYOB Exo Business product upgrades, helping to minimise disruption to operations. It includes upgrade planning and communications, access to an upgraded test environment, and support for upgrade-related queries. Upgrade Assistance is available on Custom MYOB Care Success PlansP.

4.1 Service scope for Upgrade Assistance

a. Inclusions: The Upgrade Assistance service includes:

• Access to a dedicated consultant for upgrade-related queries only.

• Customer-specific communication plan.

Provision of an upgraded test environment, where available, intended to replicate your live environment. The test environment will be available for test transactions without affecting your live environment.

• Flexible scheduling opportunity if readiness for upgrade execution cannot be confirmed.

• Expert assistance throughout the core product upgrade process, provided on an if-and-when-available basis and subject to the relevant release being made available by MYOB.

• Deployment to the test environment of Customisations supplied by MYOB, for your validation and user testing. Customisations or Integrations developed by you or by a third party, including an Exo Business Partner, are not deployed, published, validated or supported under this service.

• MYOB will use reasonable endeavours to confirm that MYOB-supplied Customisations supplied by MYOB are operating in the test environment before you begin user testing commences.

• Testing of core functionality and reports.

• Access to the customer portal for your Authorised Contacts to raise and track requests related to this service.

b. Exclusions: The Upgrade Assistance service does not include:

• Continuous tracking or reporting on product defects after initial defect logging.

• Testing of Customisations, Integrations, customer-specific configurations and workflows, which remains your responsibility.

• Support or modifications for third-party products required for compatibility with new releases, noting that you are responsible for obtaining and maintaining licences for third party software products under section 5 of the Exo EULA.

• System configuration changes, including report or dashboard redesigns

• Issue resolution.

• Any other requests not covered by the inclusions list above.

4.2 Operational details for Upgrade Assistance

• All Upgrade Assistance services will be conducted Monday to Friday, 9:00 AM to 5:00 PM local time, excluding public holidays.

• User Acceptance Testing (UAT) is critical for Upgrade Assistance services. You must conduct thorough UAT, including verifying the upgraded test environment.

• The upgraded test environment will include the Customisations supplied by MYOB that are required for testing, where available. It is your responsibility to make available, and to test, any Customisations or Integrations developed by you or by a third party.

4.3 Your Responsibilities

• You are responsible for User Acceptance Testing, including testing all changes, fixes and upgrades before deploying changes to production.

• You are responsible for testing and investigating to determine if an issue may be due to or related to a third party and/or Integration.

• You must perform initial troubleshooting and highlight deviations as a result of the current upgrade.

• You must submit a step-by-step test plan (including screenshots) for each issue.

You are responsible for backing up your data before any upgrade is applied, and for the protection of and access to your data, as set out in section 11.2 of the Exo EULA.

You must ensure your environment, including operating system and third party database software, meets MYOB’s stated requirements for the relevant release.