MYOB Maintenance

Mike_MYOB​

I completely agree with NikkiParsons​ comments above.  On contacting Partner Support I was advised that there was a 'glitch' that had been rectified but I was required to re-process the entire payroll. 

The payroll I was processing was in a heavily unionised industry so, in addition to the impacts outlined above, I was at risk of having an entire workforce (140+ employees) stood down, on full pay, until the payment hit the employees bank account.  This would have reflected very poorly on my professionalism/reliability in my clients eyes and cost them a considerable amount of money.  I whole heartedly agree that advance notice of any issues around the highly regulated area of payroll is imperative.

Mike_MYOB​ 

From a practitioner perspective, an issue impacting payroll workflow — even if the product is technically “accessible” — is not minor.

If payroll cannot be processed reliably, or requires workarounds, that directly impacts:

• STP reporting obligations
  • superannuation guarantee compliance
  • upcoming PayDay Super requirements
  • employer payment timeframes
  • and downstream BAS preparation

For many of us, payroll is not simply a feature — it is a statutory compliance function with legislated deadlines and penalties attached.

With PayDay Super approaching, the tolerance for instability in payroll processing is effectively zero. Any defect or degradation that materially affects payroll accuracy or processing confidence should, in our view, be treated as service-impacting and communicated proactively.

The definition of “functional overall” does not adequately reflect the compliance risk borne by users.

Clear advance notice of any issue affecting payroll workflows — even if partial — would allow practices and employers to mitigate risk, schedule processing earlier, or implement contingency plans.

Given the regulatory environment we operate in, I would strongly encourage MYOB to reconsider the threshold for listing payroll-impacting defects on the status page and for issuing proactive communications.

BooksForBiz​ 

Hi Mike_MYOB​

This response does not address the core issue.

The problem is not simply whether the outage appeared on the status page after the event. The issue is that customers were not proactively notified in advance of a significant system outage so we could plan accordingly.

For businesses relying on MYOB for payroll processing, STP reporting, BAS preparation and time-critical compliance obligations, unannounced outages create real operational and reputational risk. Advance notice via clear email communication — with outage times specified in the subject line — is not an unreasonable expectation. It is standard practice for critical business software providers.

Receiving frequent promotional communications while not being notified of material service disruptions undermines confidence in MYOB’s communication protocols.

This requires more than “looking into” the status page process. It requires a review of escalation, notification and customer communication procedures for any outage that materially impacts service availability.

I would appreciate confirmation of what concrete changes will be implemented to ensure this does not occur again.

Hi BooksForBiz​ , the incident page tends to be used when there are concerns affecting the access to a product or the ability to utilise a feature (eg Payroll)
If there was a defect, bug or enhancement impacting a workflow like payroll, but does not stop it from functioning overall, this would not be listed on the status page.

There are still significant payroll issues in AU that are not mentioned on the status page - Really unacceptable.

I have access online but not desktop now.  I can process payroll but cannot report STP - I need a work around as the online platform will not let me move on to preparing the bank file. Error message:

Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: 69805562-30b8-4ef8-b8fd-6499cfadb9ed.

Hi there NikkiParsons​ and BooksForBiz​ 
Have you both been able to access again?
I'm told that the maintenance finished at 9:05am NZT this morning 
I definitely note that this wasn't listed on our status page and I will look into why 

MYOB - Can we please have an update on when you expect software to be functional.  Payrolls need to be processed!