How to identify a reputable MYOB Acumatica support partner

If you have recently implemented MYOB Acumatica (formerly MYOB Advanced) you might be wondering what you can expect from your support partner.

As with any ERP implementation, MYOB Acumatica requires post-go-live support, additional user training, phase II project work and day-to-day support for users.

This day-to-day Support can include user “how to” questions, and discussions about new functionality or issues that a user is experiencing.

Today we are going to explore some of the key aspects to consider when choosing a support partner for your MYOB Acumatica system.

Support in all the right places

To ensure that you maximize your investment in MYOB Acumatica you will want to make sure that support is:

• Readily available
• Offered at a cost that is not prohibitive
• Helps build the relationship between users and the reseller organisation by offering support
• Provides great advice
• Given by a team that is knowledgeable on business issues, site-specific configuration and technical/functional MYOB Acumatica configurations

Very often, when choosing a new ERP solution we focus our attention on the initial software (Cloud) purchase and the implementation process. We don’t pay enough attention to the post-go-live support and ongoing cost of ownership.

The key aspects to consider

• What Support contracts are offered? It’s important to establish the commercials associated with your support agreement. What’s included and not included? For services that are not included in support what additional hourly rate will be charged?
• What are the guaranteed response times? Most MYOB Acumatica partners offer a tiered response schedule based on the importance of the support issue. A business critical support issue that is affecting day-to-day processing and is having a negative impact on the business will require an immediate response. A basic support enquiry about functionality would be a support query of a less serious nature and therefore you could have a lower priority assigned to the support call.
• What if these response times are not met? Two things to consider here (escalation procedures and consequences). How will the support team be held accountable to meet the support KPIs? What we want is the resolution of our support issue.
• How many people manage the reseller Support Desk? Resources are important to manage the support desk. It is important to understand how the support desk is managed – how many team members, hours of operation etc.
• What skill set does the support team have? It’s important to understand what skill set is available when you call the Support desk. How many years of MYOB Acumatica experience do the support team members have? What commercial experience do the support team members have? 
  
• How are support calls logged? Ask your MYOB partner to describe the support process.
• What’s included in support and more importantly what is not included in support?
• What is the support escalation procedure?
• What’s the process for escalation of support issues?
  
• Support desk hours of operation?
  
• Support Technology. What software, technology and tools does the provider use to streamline the support process?

MYOB Acumatica is a flexible ERP software, capable of streamlining your business operations from A to Z. It is vitally important to make sure that your MYOB Acumatica support partners have all the right resources and processes in place to help you make the most of your ERP investment.

If you have any questions or want to discuss your MYOB Acumatica (formerly MYOB Advanced) support in more detail please feel free to call us on 1300 045 046 or email info@leveragetech.com.au.