MYOB Advanced Support – not all support plans are created equal

This is another blog in our series of posts to help prospective MYOB Advanced customers plan, structure and execute on the implementation of MYOB Advanced. This is blog 5 – aimed at helping prospective customers achieve an on time, in full, within the budget implementation of MYOB Advanced. Today’s topic – MYOB Advanced Support and annual maintenance – not all MYOB Advanced support plans are created equal.

As part of the assessment of MYOB Advanced partners, a business should evaluate not only the partner’s ability to implement MYOB Advanced but also, what post-go-live (on-going support and maintenance) is included in the support agreement and the partner’s ability to deliver on your support expectations.

When implementing MYOB Advanced you will be planning to implement in a 3-4 month window and you will no doubt be looking to continue to grow your business for many years on the MYOB Advanced platform – adding new modules, integrated solutions and additional analytics. Given the fact that most companies stay with an ERP solution for 10+ years, you will want to make sure that your implementation partner is offering you great support. The challenge is making sure that you are comparing “apples with apples” when considering different MYOB Advanced support plans.

Your MYOB Advanced Support plan questions:

• What is included in the support plan?
• What is specifically excluded from support?
• Is there a limit to the support time being offered as part of the standard support plan?
• Are different support plan options available?
• If there are any additional charges for support or non-support consultancy work how will this work be quoted and approved?
• What is the support desk operating hours?
• What are the guaranteed support response times?
• Is there a structured escalation procedure?
• Is there a plan for after-hours or urgent support?
• Does the support partner offer a specific Service Level Agreement?

Checking the details of your support plan will go a long way to making sure that you get the support that you are paying for. The support plan inclusions are only part of the discussion – you also need to evaluate the support partner. This evaluation of the MYOB Advanced support partner will make sure that the partner is well resourced to offer you support and that there is a good cultural fit between you and your support partner.

Your MYOB Advanced Support partner should:

• Offer a dedicated support desk
• Use automated software solutions for tracking and managing support calls
• Have the senior skill set available on the support desk
• Offer escalation procedures
• Have the right number of resources available
• Offer well trained and motivated support team members that want to make a difference
• Have additional consultancy and support desk resources available for peak support times (for example year-end or at the time of upgrades)
• Provide regular communication and updates on the status of open support tickets
• Offer other values add services (account management, webinar updates etc.)

When comparing MYOB Advanced support plans, follow a structured approach and make sure that the support plan works for your business, your super users and team.

The team at Leverage Technologies offers an all-inclusive MYOB Advanced support plan for a fixed monthly fee. The support plan has been structured to encourage users to pick up the phone or go online and contact the experienced support team at Leverage Technologies. Rather than charge one-off fees for each support call, the support team at Leverage Technologies includes all MYOB Advanced (core modules) support under a single support plan fee as we believe that this approach leads to the best outcome for the users of MYOB Advanced and therefore helps drive better use of the system and greater returns on investment for our customers.

If you want to know about Leverage Technologies and our support plans for MYOB Advanced, please CONTACT US.