Unable to access second company file since 2 September after migration

Hi Doreen,

Thank you for your response.

I appreciate that the matter is with the Developer Team; however, the concern is that we have now been without access to a critical company file for four business days and have not been provided with either:

• an estimated timeframe for resolution,
• regular progress updates, or
• a temporary workaround to allow us to continue operating our business.

As this issue has now progressed beyond an inconvenience and is causing measurable financial and operational harm to our business, can MYOB please advise:

1. Whether the issue has been identified by the Developer Team?
2. Whether a workaround exists while the investigation continues?
3. How frequently customers with Hyper Cases can expect progress updates?

I understand that an exact resolution date may not be available, but it is difficult to manage a business-critical outage when the only information available is that the matter is being investigated with no indication whether the expected timeframe is likely to be days, weeks, or longer.

Hi ABell,

Sorry for the disruption this is causing to your order processing, payroll and superannuation administration. We’ve checked your Hyper Case and can confirm it’s already with our Developer Team for investigation. There’s no confirmed response timeframe to share just yet, but once the issue has been resolved, you’ll receive an update.

Cheers.

Doreen