In this article
The MYOB Acumatica Service Terms apply to your access to, and use of, the MYOB Acumatica platform.
These Terms apply to your access to, and use of, the MYOB Acumatica Platform.
These Terms apply in addition to the MYOB Master Services Agreement and your Order Form. You should read them in conjunction with each other.
The definitions and rules of interpretation in the Master Service Agreement apply to these Terms.
1. Use and Availability of MYOB Acumatica
1.1. You must use the Services in accordance with the terms of the MYOB Master Services Agreement, your Order Form and any Documentation or reasonable directions we give you.
1.2 Our Services are intended for use in Australia or New Zealand. Use of the Services outside these regions is at your own risk.
1.3 You need internet access to use our Services. You are responsible for ensuring you have internet access and use browser versions that are compatible with the Services. We will publish a list of compatible browser versions on our website.
2. Authorised Users and Authorised Contacts
2.1 Authorised User refers to you, your Affiliates, and Personnel and Third Party providers of you and your Affiliates, who are authorised to access your tenant (being your unique instance of the Service) and/or to receive your Customer Data. This term includes your Personnel or Third Party providers that you authorise via the customer portal, system integration, data exchange processes, or in writing;
2.2 Authorised Contact means up to two individuals nominated by you to access the customer portal, support, raise tickets, discuss upgrades or escalate technical issues on your behalf. For customers who have engaged an MYOB Acumatica Partner, your authorised business partner will be your Authorised Contact.
2.3 Access Credentials can only be used by one Authorised User and must be kept confidential. We may suspend or remove an Authorised User’s access if we determine that more than one individual has used their Access Credentials.
2.4 You are required to have at least one full Authorised User plus the relevant minimum capacity of AI Units as detailed in below for each MYOB Acumatica installation.
Edition | Payroll | Standard | Plus | Enterprise | Manufacturing | Construction |
Minimum AI Capacity | 500 units | 500 units | 1,000 units | 1,500 units | 2,500 units | 2,500 units |
2.5 To access Payroll capabilities, you must have at least one Full Authorised User, Finance Authorised User, or Payroll Administrator Authorised User.
2.6 Quality Management Authorised Users must hold one of the following licence types: a Warehouse Authorised User, Manufacturing Authorised User, or Full Authorised User.
2.7 You can give other third parties (such as your Affiliates, an accredited MYOB Acumatica Partner or Third Party Applications) access to MYOB Acumatica as your Authorised Users. Where you give a third party access to MYOB Acumatica as an Authorised User, you are responsible for how they use the Services.
3. Security requirements
You and your Authorised Users must comply with all reasonable security requirements in connection with your use of the Service, including any specific requirements we notify you of, and those security requirements listed at https://enterprisesupport.myob.com/knowledge/keeping-your-myob-acumatica-site-secure.
4. Entitlements
4.1 Your Entitlements differ depending on your subscription type. The following Entitlements apply, unless otherwise agreed in an Order Form:
Inclusions | Standard | Plus | Enterprise | Construction | Manufacturing | Professional Services |
Storage | 20GB | 50GB | 100GB | 100GB | 100GB | 50GB |
Campaign emails (per month) | 0 | 10,000 | 20,000 | 20,000 | 20,000 | 10,000 |
Tenants | 5 | 5 | 5 | 5 | 5 | 2 |
External Accountant (Authorised Users) | 1 | 1 | 1 | 1 | 1 | 0 |
Velixo Reporting Lite (Authorised Users) | 1 | 1 | 1 | 1 | 1 | 1 |
Customer Portal (Authorised Users) | 500 | 1,000 | 2,000 | 2,000 | 2,000 | 1,000 |
API Usage (Monthly Daily Average Calls) | 1,500 | 1,500 | 1,500 | 1,500 | 1,500 | 1,500 |
API (Authorised Users) | 1 | 1 | 1 | 1 | 1 | 1 |
Resource (memory) | Standard | Standard | Standard | Standard | Standard | Standard |
AI Features - AP Bills & Expense Management (combined) | 30 pages | 30 pages | 30 pages | 30 pages | 30 pages | 30 pages |
4.2 Unless otherwise stated, Entitlements and usage calculations are provided for you to use in a calendar month and reset at the start of each calendar month.
4.3 Storage space consumption is calculated as the total volume of all data including database, documents, attachments and database snapshots. Campaign emails are those sent via the mass email function of marketing campaigns in MYOB Acumatica.
4.4 Campaign emails and SMS messages must be used in the calendar month purchased. Unused emails or SMS messages do not rollover.
4.5 Customer portal access licence totals are cumulative across active companies in MYOB Acumatica.
4.6 API Usage is calculated monthly based on the daily average usage for the month, calculated by dividing the total usage by the number of days in the month. API use is subject to reasonable use limitations or restrictions set out in your Order Form or Documentation that is supplied by us to you.
"Reasonable use" does not include usage that disrupts or affects the performance of the MYOB Acumatica platform due to the high volume or nature of API calls.
4.7 We may offer additional tiers that let you increase your Entitlements beyond those listed above. These will incur additional Fees. Contact your MYOB authorised sales representative for more information.
5. Additional Fees for usage
5.1 Additional Fees apply if you exceed the Entitlements for your Subscription type. Fees will be charged at the standard rates published on our website: Additional Fees
5.2 Additional Fees will be charged in arrears in your next Billing Period unless otherwise stated in these MYOB Acumatica Service Terms.
5.3 Additional Storage consumption which exceeds the Entitlement for your Subscription Type will be deemed to be a requested upgrade to Services in accordance with the terms of the MYOB Master Services Agreement (Enterprise). Your Fees will be increased to reflect the upgrade and charged in advance of the Billing Period at our then-current rates set out in Additional Fees, unless otherwise agreed in writing.
5.4 For MYOB Acumatica Payroll, then licensing is calculated based on the total number of unique employees paid per month across all companies and pay frequencies. Additional Fees are charged for each employee that exceeds the allowable limit, on the upper limit of the selected band.
5.5 For MYOB Acumatica Workforce Management, licensing is calculated based on the total number of individuals whose access has not been removed or revoked, regardless of whether they have actively accessed or used MYOB Acumatica during the relevant calendar month. Additional Fees are charged for each employee that exceeds the allowable limit, on the upper limited of the selected band.
5.6 For MYOB AI Automation, an automation is defined as a click or a single, user-initiated execution triggered from an Acumatica ERP screen.
6. Sandbox, upgrade & test environments
If we give you access to a sandbox, upgrade or test environment, it is only available for testing and training purposes. You are not permitted to use the sandbox for other commercial purposes. Entitlements for your sandbox, upgrade or test environment may differ to your production environment and certain features may be disabled (such as email and SMS).
7. Customer resources
The following resources are included as standard with your subscription:
In-Product Help: Resources and tools provided within MYOB Acumatica to assist Authorised Users to understand how to use MYOB Acumatica and troubleshoot issues in real-time.
Online Knowledge Base: An online repository of information designed to help Authorised Users understand, troubleshoot, and optimise use of MYOB Acumatica. The Online Knowledge Base includes articles, guides and release notes.
Online User Community Forum: Authorised Users can collaborate and connect with Acumatica users from around the world. They can participate in discussion forums. They can also search the international knowledge base.
MYOB Academy: our online, self-paced courses are designed to guide Authorised Users through various topics, workflows or set up. Authorised Users have access to video content as well as live webinars.
Your Authorised Contact can also access our portal. The customer portal allows your Authorised Contact to lodge, track and manage tickets, for example, in relation to account enquiries, billing or product bugs.
Phone support is available to your Authorised Contact for critical issues between 9:00am and 5:00pm (Australia and New Zealand local time), unless otherwise agreed with you in an Order Form.
The customer portal and critical issue phone support is available exclusively for Authorised Contacts. For customers who have engaged an accredited MYOB Acumatica Partner, your MYOB Acumatica Partner will be your Authorised Contact. These customers should route all requests exclusively through their MYOB Acumatica Partner.
8. Service Levels
8.1 Resource service levels
Unless otherwise agreed in an Order Form, we will use reasonable commercial endeavours to meet the following service levels when your Authorised Contacts:
log requests through our customer portal; or
for critical issues only, log requests by phone,
and provide us with sufficient detail so that we understand the nature and impact of the incident and its urgency.
Priority | Description | Examples | Initial response time |
Priority 1 (Critical) | Core Service outage or degradation making the MYOB Acumatica Platform unusable | Site down Tax reports do not balance and payment is due today Unable to pull timesheets and file to be exported to payroll today Unable to pay suppliers Unable to invoice Today is payday and the pay has not successfully processed, and the Direct Credit Schedule is not created | < 4 Business hours |
Priority 2 (Serious) | Core Service degraded causing some disruption to Authorised Users | Termination pay is required and there is a question over the payout of leave transactions Less than desirable workaround Disruption to business processes including time-sensitive reporting requirements | < 2 Business Days |
Priority 3 (Other) | Non-Core Service functionality interrupted and only affecting a small number of Authorised Users or customers | Running standard reports to produce certain data Manually calculating annual leave transactions/accrual Less than desirable workaround Setting up or editing user profiles | < 5 Business Days |
Note: Initial response time refers to the period between the logging of a support request by your Authorised Contact and the first acknowledgement by our support team.
8.2 Platform availability
We aim for a target uptime availability, measured over the course of each calendar month, of at least 99.5% for MYOB Acumatica production environments, excluding scheduled maintenance or events outside our reasonable control.
The MYOB Acumatica sandbox, upgrade, and test environments are managed differently from production environments. These may not perform in the same way, and are not included in uptime availability.
8.3 Scheduled maintenance
Our routine maintenance window for MYOB Acumatica is between 8:00pm on Tuesdays and 4:00am on Wednesdays (Australian Eastern Standard Time).
We will notify you in advance if maintenance will occur outside this window, or if it is likely to result in system downtime.
8.4 Real-time monitoring
Visit https://status.myob.com for updates about upcoming maintenance and system availability. If unplanned outages occur, we will post regular updates as we work to restore normal service.
9. AI Features
9.1 MYOB Acumatica includes AI-powered features, including AI Assistant and AI Automation (each an AI Feature). AI Assistant is a conversational, read-only data-exploration feature that uses administrator-approved Generic Inquiries to retrieve and present information from your MYOB Acumatica environment.
9.2 AI Assistant does not update records, execute transactions, trigger workflows or perform ERP actions. AI Automation enables user-initiated automated actions triggered from an Acumatica ERP screen. The scope of supported modules, Generic Inquiries, data fields, output formats and functionality may change from time to time, and will be described in the Documentation.
9.3 To deliver AI Features, we use third-party AI model providers. We manage the relationship with those providers on your behalf and their terms do not flow through to you. We may change the providers, models or routing used to deliver AI Features from time to time, provided that any material change is managed in accordance with the MYOB Master Services Agreement and applicable privacy laws. AI Features may involve the processing of Customer Data outside Australia or New Zealand by our AI model providers, including for inference purposes. Details of processing locations are set out in the Documentation.
9.4 You are responsible for:
selecting and processing the Generic Inquiries that determine which data is available to AI Assistant;
maintaining accurate descriptions and data quality within your MYOB Acumatica environment;
assigning the AI Assistant User role and managing user access and permissions;
reviewing all AI-generated outputs before relying on or acting on them; and
determining whether a particular use case is appropriate for your business. We do not warrant that a Generic Inquiry that has been incorrectly configured, described or processed will produce complete, accurate or appropriate results.
9.5 You should also take reasonable steps to avoid exposing such data through the Generic Inquiries you configure for use with AI Assistant. We do not warrant that any particular field or data type is technically excluded from processing by an AI Feature.
9.6 You must not use any AI Feature:
to generate or distribute illegal, harmful or infringing content;
to attempt prompt injection, guardrail subversion or other techniques designed to override the intended operation of an AI Feature;
for high-impact or consequential decisions (including decisions relating to tax, payroll, legal, financial, compliance or regulatory matters) without independent human review by a qualified person; or
in any manner that breaches the MYOB Master Services Agreement or applicable law. Your obligations under this clause apply regardless of whether technical controls are in place to prevent or detect the relevant conduct.
9.7 In addition to clause 2.3 of the MYOB Master Services Agreement, AI Feature outputs do not constitute tax, legal, accounting, payroll, financial, compliance or other professional advice. You should verify AI Feature outputs against the underlying source records and obtain qualified professional advice before making decisions. Nothing in this clause or clause 2.3 of the MYOB Master Services Agreement excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.
9.8 We may use your Customer Data, prompts, outputs, telemetry or feedback to train, improve, develop or fine-tune our AI Features. Our AI model providers may retain limited content for a short period solely for abuse monitoring and safety purposes, as described in the Documentation. This retention is separate from, and does not constitute, training or fine-tuning.
9.9 When you use an AI Feature, the following data may be processed: prompts and follow-up messages, conversation context, selected ERP records retrieved via Generic Inquiries, Generic Inquiry schema and descriptions, free-text fields exposed through a Generic Inquiry, AI-generated outputs, telemetry, operational logs, conversational memory and embeddings, and feedback ratings. We may retain conversation history, logs, embeddings and related data for the periods and purposes described in the Documentation. Authorised MYOB personnel may access this data for service operation, security, support, monitoring and product improvement purposes.
9.10 AI Features depend on the availability of third-party AI model providers and may be suspended, degraded or unavailable from time to time due to provider outages or other events outside our reasonable control. AI Features are not included in the platform availability target in clause 8.2 and have no separate uptime commitment.
9.11 Despite clause 5.1, if you reach your AI Assistant capacity entitlement during a Billing Period, AI Assistant will be unavailable for the remainder of that Billing Period.
9.12 We may add, remove or modify AI Features, including the supported modules, Generic Inquiries, output formats and functionality, from time to time. Changes will be described in the Documentation or release notes, and any notice of changes will be given in accordance with the MYOB Master Services Agreement.
9.13 Any termination right under this clause applies only where the AI Feature is a separately identifiable service component and does not override any minimum purchase or commitment expressly stated in an Order Form.
9.14 Where you elect to use your own third-party large language model provider in connection with AI Automation (and not AI Assistant), you are responsible for assessing and accepting that provider's terms, privacy practices, data retention policies, model training practices, processing locations and compliance with applicable laws. We are not responsible for the operation, security, privacy, data handling, retention or processing practices of your third-party LLM provider. Any data residency commitments, privacy protections, safeguards, controls or other protections provided by us do not apply to your third-party LLM provider.
9.15 AI Feature entitlements, usage calculations and resets are measured by reference to your Billing Period as set out in your Order Form
9.16 Additional AI Assistant capacity may be purchased in the block sizes and at the rates published on our website at Additional Fees.
Updated: September 2026
AI Units represent a blended measure of input, output and cache tokens across the models used by AI Assistant.