MYOB Software Support Terms & Conditions
1. General Policies:
MYOB reserves the right to limit each telephone call to one hour and to limit each contact (telephone or electronic) to one incident, which is defined as a single support issue or question. MYOB may also limit or terminate support service to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability are subject to change at any time without notice. MYOB Software Support benefits only apply to the MYOB product for which the MYOB Support Plan subscription is held. Support plan pricing, terms, conditions and availability for future plan periods are subject to change without notice.
2. Service Availability:
Support is limited to 12 months from the date of subscription to an MYOB Software Support Plan. Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance, and observed public holidays or company sponsored events. MYOB cannot guarantee that you will not experience some delay in having one of our technical support consultants answer your query - as call volumes fluctuate so too will response time. Service may occasionally be limited or unavailable due to system downtimes, company events and training, holidays or events beyond our control. Toll-free telephone use is limited to calls from within the continental United States.
3. Support Topic Limitations:
Inquiries are limited to the following MYOB product areas: installation of MYOB software, upgrade assistance, basic usability and basic functionality, as described in MYOB product documentation. MYOB does not claim to resolve connectivity issues caused by third-party services, service providers, hardware or software, or networking problems. MYOB phone support does not cover inquiries on general accounting or taxation issues, nor does it include application consulting or training. Our technical support consultants will make the determination of the nature of your query for these purposes.
4. Free Software Upgrades:
The MYOB Complete Support Plan entitles subscribers to upgrades without charge if such upgrades become available during the term of your subscription. MYOB does not warrant that there will be any upgrades to the MYOB software during the MYOB Complete Support subscription term. Occasionally, software updates may be available free of charge only as a download from the MYOB website, in which instance a shipping and handling fee may apply for a CD to be sent.
5. Payroll Tax Updates:
Payroll tax updates are provided as part of a subscription plan and are available to customers only during the term of the subscription, unless otherwise noted. Once a subscription expires, a customer may no longer access payroll tax updates, regardless of whether the subscription was active when a particular tax update was made available.
6. Limits of Liability:
Maximum liability to MYOB US for any claim arising under the Plan will be the refund of an amount not exceeding the Plan fee paid by the Plan member. MYOB shall not in any event be liable for any damages of any kind, including, but not limited to, damage resulting from loss of use of software, loss or corruption of data, or loss of profits in connection with the services of an MYOB Support Plan.
7. Disclaimer of Warranties:
MYOB Support Plan services are limited to MYOB accounting and financial management software products, regardless of other software or products that may be included with the MYOB software, either at point of purchase or by other means, including from MYOB, or software or products recommended by MYOB for use in conjunction with MYOB software, unless otherwise stated by MYOB.
8. Refund Policy:
Refunds of Support Plan fees are valid within 30 days of Support Plan membership provided Support Plan member has not used the plan either with a telephone support call or email or fax. If the Support Plan member has used a Support Plan, or if a refund is requested after 30 days of joining the Plan, MYOB is not liable for the refund, but may give a refund at its sole discretion.
MYOB Software License Agreement
Download the MYOB Software License agreement.
Notice specific to software available on this website
Any software downloaded from this website is governed by the terms of the end user license agreement (EULA), which accompanies or is included with the software. Any reproduction or redistribution of the software not in accordance with the EULA is prohibited by law.
Without limiting the foregoing, reproduction or copying of the software to any other server, site, or location for subsequent reproduction or redistribution is expressly prohibited.
Notice regarding documents and documentation
In no event shall MYOB US be liable for any special, indirect, or consequential damages whatsoever resulting from the loss of use, data, or profits, whether in action of contract, negligence, or other action, arising out of or in connection with the use of the performance of software, documentation, or information available on this website.
The documents published on this website could include technical inaccuracies or typographical errors. The information presented on this website is changed periodically, and MYOB may make improvements and/or changes in the product(s), programs(s), and/or documentation described at any time, without notice.
Links to third-party sites
Some links on this website will let you leave MYOB's site. The linked sites are not under the control of MYOB and MYOB is not responsible for their contents. These links are provided as a convenience and do not imply an endorsement of the site by MYOB.
Trademarks
MYOB, MYOB, and the MYOB logo are registered trademarks of MYOB Limited. AccountEdge and FirstEdge are registered trademarks and BusinessEssentials, Premier Accounting, and BusinessBasics are trademarks of MYOB Technology Proprietary Limited. Other product and company names mentioned on this website may be the trademarks of their respective owners.
MYOB Upgrade Terms and Conditions
MYOB develops upgrades to its software to provide the features and benefits that will help small business owners remain competitive in their current and changing market environments. Therefore, MYOB software upgrades include features and benefits as added to the software, exclusive of add-on services, software support plans or payroll tax updates.
MYOB US does not guarantee current payroll tax tables with upgrade purchase, nor does an MYOB upgrade purchase constitute eligibility for payroll tax table updates, regardless of tax update availability dates. MYOB policy provides payroll tax table updates through the additional purchase of a service or support plan made available for this purpose.
MYOB US will refund the purchase price of upgrades only when the refund is presented or requested within 7 days of receipt. Refunds for returned software upgrades will not in any event exceed the price paid for the upgrade, less shipping and handling charges and any rebates or promotional dollars given. Refunds may take 6-8 weeks for processing.
MYOB US is not responsible for loss of data or otherwise liable for loss of profits, or damages of any kind resulting from the return of an MYOB software upgrade.
MYOB software upgrades are subject to the license agreement included on the CD. MYOB does not make any guarantees as to how frequently upgrades will be developed for any of its software titles.
MYOB warrants that it will not divulge the financial company information contained in the customer's company file to any third party, or use it for any purpose whatsoever other than to repair or convert the customer's company file.
For all company files sent to MYOB US: The Company File Repair Request Form must be completed and sent with your company file before any work is begun on your company file. Files must be submitted in the form of an MYOB Backup either via email (if less than 10MB) or via our secure FTP site (if larger than 10MB). Please email us for FTP site instructions.
Upon receipt of the Company File Repair Request Form and your company file, a representative will contact you to advise on cost and processing time. Each company file is as different as each company that created it, so we can not guarantee the amount of time that a conversion will take. Please do not attempt to contact MYOB Technical Support before they have communicated your estimated cost and processing time to you. You will be regularly kept informed of your estimated turnaround time.
Corrupted files sent to Company File Services will be charged $100 per hour with a 2-hour minimum ($200) charge. The average file takes between two and four hours to fix. Some take significantly longer. We will proceed up to four hours ($400) without further authorization. If it appears that fixing the file will take more than four hours, the customer will be contacted for further authorization.
Regular platform/version conversion service is $59.95 for the first file ($49.95 for each additional file). Pricing can change depending on the specifics of your conversion.
Password/serial number reset service is $25.00. This service is free to Complete Support customers.
File may be emailed if less than 10MB. Files larger than 10MB can be submitted either on a CD, flash drive, or via our secure FTP site. For FTP submissions, please email us.
We will return fixed or corrected files using Federal Express Ground. Files submitted electronically will be returned via the method they were received.