Stop paying the price of payroll errors.
Payroll experts on hand, and a structured path through every award, tax, retirement contribution and leave entitlement change. Protect your people, your reputation and your bottom line from the rising cost of getting payroll wrong.
More than support. A partnership for the long haul.
That's where the MYOB Care Success Plan comes in. It works alongside MYOB Acumatica Payroll to keep your team ahead of payroll risk — with expert hands when capacity is tight, a clear path through every release and legislative change, and regular health checks across your payroll environment.
Time back for your team
Hand over the work that drains your team's week, from award and agreement setup to pay item configuration and regulatory tracking. MYOB payroll experts step in and help you automate the repeatable pieces, so your team focuses on the work only they can do.
Compliance that doesn't wait
Published response SLAs, payroll expertise on demand, and training that has your team prepared the moment regulatory changes drop. So awards, leave and tax updates land without disrupting your pay run.
Growth through every release
Every MYOB Acumatica Payroll release becomes a step forward, with Upgrade Assistance built into your plan and customisation services available when you need them.
Essential is the starting point for every business running MYOB Acumatica Payroll. Pro adds more capacity, faster response, and broader upgrade cover including Customisation Upgrade Assistance. Custom is built around complex pay structures, multiple entities and bespoke compliance needs.
Essential Plan
The foundations every MYOB Acumatica Payroll business needs.
25% of your MYOB Acumatica monthly subscription. Minimum $350 (ex GST) per month.
Includes:
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Named Customer Success Manager
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14 Expert Service points per month
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Payroll environment health checks as part of your engagement
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Upgrade Assistance included for every upgrade
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Education Assistance: MYOB Academy content plus additional expert-led payroll webinars, unlimited users
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2-hour priority response time on urgent issues, 8:30am to 5:30pm weekdays
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Standard escalation path
Pro Plan
More capacity, faster response, deeper compliance cover.
35% of your MYOB Acumatica monthly subscription. Minimum $995 (ex GST) per month.
Includes:
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Dedicated Customer Success Manager with more strategic reviews and planning
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20 Expert Service points per month with priority queue
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Upgrade Assistance plus Customisation Upgrade Assistance included
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1 hour premium response SLA on urgent issues between 8.30am to 7pm plus after hours cover for urgent issues
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Dedicated support team and priority escalation
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Premium Education Assistance: MYOB Academy content plus additional expert-led payroll webinars, premium content access, unlimited users
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Proactive ticket management
Custom Plan
Shaped around complex pay structures, multiple entities, and bespoke compliance needs.
Get a custom quote built around your business, with the inclusions that matter most to you.
Includes:
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Everything in Pro, scaled and shaped to your payroll environment
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Bespoke Expert Service points allocation
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Extended support hours tailored to your operating window
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Custom health check cadence
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Tailored escalation and engagement paths
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Priority access to new Acumatica features, plus take part in feedback sessions to help shape what comes next
Expert Service
From $629 (ex GST) per month
Extra Expert Service hours when you need them — for project work, payroll set-up changes, or capacity in busy periods. Top up your plan's allocation, refreshed every month.
Choose your size:
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Small: 20 points per month
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Medium: 40 points per month
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Large: 60 points per month
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Extra Large: 80 points per month
Available with any MYOB Care Success Plan.
Customisation Assurance
Get a custom quote Built around your customisations and integrations.
Ongoing care for your payroll customisations and integrations between upgrades, so your team can focus on running payroll. Where Customisation Upgrade Assistance handles your customisations during each upgrade, Customisation Assurance maintains them in between.
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Maintained, updated and kept compatible with every release
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Troubleshooting, bug fixes and root cause analysis
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Code repository, version control and deployment support
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3-hour response during business hours
Available as an add-on to Pro and Custom plans.
What's the difference between Essential and Pro plans?
Essential is the starting point for every business running MYOB Acumatica Payroll. You get a named MYOB Customer Success contact, regular payroll health checks, monthly Expert Service points, Upgrade Assistance for every upgrade, Education Assistance, and a 2-hour urgent response time.
Pro adds more capacity, faster response and broader upgrade cover. Higher monthly Expert Service points with priority queue, 1-hour urgent response time with after-hours cover around pay runs, Customisation Upgrade Assistance included, Premium Education Assistance, a dedicated Customer Success Manager with more strategic reviews and planning, dedicated support team, and proactive ticket management.
How does Expert Service work?
Expert Service gives you on-demand access to MYOB Acumatica Payroll consultants who step in and do the work for you — from award and agreement set-up to pay item configuration, reporting, and process reviews. Your plan includes a set number of points each month. Each service in the catalogue has a points value, so you pay for the outcome rather than the hours. It keeps your business moving when your team is stretched.
Will the MYOB Care Success Plan help us prepare for legislative changes?
Yes. Whether it's Payday Super in Australia, Holidays Act changes in New Zealand, award rate updates, or tax filing rule shifts, MYOB Care Success Plans are built to support your team through them. Your MYOB Care Success Plan flags upcoming changes through regular reviews, MYOB Academy and expert-led webinars cover the operational changes, and Upgrade Assistance guides you through every release that enables them. Pro adds after-hours urgent support, so you can lean on us through the change-over.
What happens if a regulatory change drops between releases?
MYOB Care Success Plans include rapid response on legislative changes — your team can lean on MYOB payroll experts to help you understand the change, configure the update, and reduce your payroll non-compliance risk. Pro adds after-hours cover for urgent issues, so you're never waiting until Monday to fix a Friday pay run.
How do I sign up for an MYOB Care Success Plan?
Talk to the MYOB Customer Success team — they'll walk you through the plan that fits your payroll, recommend any add-ons, and confirm next steps.
Can I change plans later?
Yes. You can upgrade at any time. Downgrades take effect on your renewal date.
What's included in my software subscription?
Your MYOB Acumatica Payroll subscription includes self-service online help, the option to call MYOB for urgent issues that affect core product functionality, and access to the customer portal for your authorised contacts. Your MYOB Care Success Plan sits on top of this with proactive engagement, monthly Expert Service points, faster response times, and the broader value pillars described above.
For the full list of inclusions, please read the MYOB Acumatica Master Services Agreement.
Is the MYOB Care Success Plan separate from my software subscription?
Yes. Your MYOB Care Success Plan is billed independently of your MYOB Acumatica Payroll subscription.
Do MYOB Care Success Plans roll over?
Yes. The minimum term is 12 months, and plans roll over automatically for a further 12-month period. To cancel, get in touch at least 30 days before your current term ends.