Support Services and Support PlansHow our Support team deliver smart and efficient solutions to you
If you have any technical enquiries please call 1300 857 464 (AU) or 0800 436 774 (NZ) email firstname.lastname@example.org.
Kilimanjaro Consulting offers implementation, consulting, training, and support services for the suite of MYOB Enterprise products. This includes but is not limited to:
- MYOB Advanced Business
- MYOB Advanced Payroll
- MYOB Advanced Workforce Management
- MYOB Exo Business
- MYOB Exo Employer Services
Additionally, as a part of our consulting services, Kilimanjaro Consulting develops and implements custom software solutions and application integrations for our clients that help our clients improve efficiencies within their organisations.
Introducing our Support
The MYOB Support Sherpas will help guide you to the best possible solution, if and when you face challenges with your systems. With decades of experience between them, the MYOB Support team take a collaborative approach when solving your issue.
Our goal in providing MYOB support services is to ensure your continued success using the MYOB Enterprise suite of products. We want to be able to get you back to working in your system as quickly as appropriately possible. Some issues are quick to resolve and can be taken care of over the phone. Others require escalation and time to properly build out a solution. Our priority is to make sure your system is working perfectly when the ticket is closed.
For any MYOB Support case, we follow a structured methodology to minimise risk and solve your problem efficiently. Our MYOB Support team has developed a robust knowledge base grounded in their real experiences in finding solutions for our clients. Knowing more about your issue gives the team the ability to consider multiple resolutions. No matter if the query is small or large, our team will always endeavour to provide the best solution.
Understanding our Services
Our MYOB services are usually provided through remote access to your environment. From there we can look at your system and make appropriate changes to address the specific need.
Support services typically include the following:
- Remote guidance to help with the ‘how do I’ and ‘why has this happened’ questions,
- Hints tips and assistance to work better with your system,
- Minor use access issues,
- General enquiries and problem resolution,
- Troubleshooting and technical support,
More complex consulting work includes:
- Logging and tracking of verified application issues with MYOB and any third-party vendors,
- MYOB Customisation work,
- Writing and building of specialist reports,
- Complex MYOB training in specific modules or 3rd party products.
The Kilimanjaro Consulting Support Difference
As a part of our general support services, we are pleased to offer a range of additional benefits to our clients. These benefits include the following:
- A dedicated Account Manager who will proactively look after your requirements.
- Regular newsletters containing important product information and details on new functionality.
- Complimentary and preferential invitations to the MYOB Advanced & Exo User Groups.
- Access to software release documentation setting out the key features of new versions, and the benefits of upgrading.
Your MYOB Support Options
Recognising that clients have unique needs and priorities; Kilimanjaro Consulting offers a range of support options to clients. These options enable our support Sherpas to deliver support tailored to your preferred engagement model, efficiently and cost-effectively. Consulting services are separate to support services. As opposed to support services, consulting work necessitates agreement of scoped project proposals before any work is undertaken.
As a part of our Support Services, we offer a range of Plans to meet your ongoing support needs.
Premium Plan for MYOB Support
Under the Premium Plan, you will pay a monthly support fee in advance, which includes unlimited Support Services. (Project work is quoted and charged)
Standard Plan for MYOB Support
Under the Standard Plan, you will pay a basic monthly support fee in advance, which includes unlimited Support Services up to ½ hour in duration. Any additional time supporting ‘Support Services’ task resolution above this ½ hour threshold will be chargeable at the applicable rates.
PAYG Plan for MYOB Support
Under the PAYG ‘Pay-As-You-Go’ Plan, you will be billed for all services provided based on our standard rates. This option is only recommended for occasional users of our support services, as it does not provide prioritised support response.
Logging a Support Task
We will assign priority to every incoming task. Any task that is triaged as Critical severity will be actioned immediately where possible. Otherwise, your request will be logged, and a task number will be allocated.
Where the enquiry relates to an existing support task, we will attempt to connect you with the consultant allocated to your task. When the allocated consultant is not available, the team will convey any relevant messages or assist where possible.
Once the support task is logged, it is assigned to an appropriately experienced consultant, with an email confirming this assignment. The consultants will then continue to communicate and engage directly with you through to resolution or internal escalation.
Understanding MYOB Support Task Priority
All tasks raised for MYOB Support Services are reviewed for impact on business operations and are assigned a priority.
|Critical||A critical priority task is when your business operations have been halted, and no workaround is available. Immediate action is called for to expedite the resumption of these regular business operations.|
|High||A high-severity task is one where your business operations have been impacted, but a workaround may restore operations fully or partially. Expedited action is called for to achieve a full resumption of normal operations.|
|Medium||A medium-severity task is one where your overall business operations have not been impacted but where a specific process area is being inconvenienced. Prompt action is called for, but some delay in eliminating the inconvenience is tolerable.|
|Low||A low-severity task is one where your overall business operations are not impacted and where the specific incident presents a minor inconvenience. Prompt action is not required in this instance, and the resolution will be planned with you.|
Our team will be pleased to provide you with ongoing MYOB Support Services. If your current MYOB support provider does not meet your standards, or if you wish to discuss your support requirements further, please contact our team by emailing email@example.com.
Kilimanjaro Consulting is the largest and most experienced implementer of MYOB’s Business Management Systems across Australia and New Zealand. Our low-risk approach ensures that our clients are in the safest hands along their technology journey. To discover how our team can help you scale new heights with your MYOB software, email firstname.lastname@example.org or call 1300 857 464 (AU) or 0800 436 774 (NZ).