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Managed Services scope, including tuning and enhancements

Zuora

Managed Services scope, including tuning and enhancements

Zuora Managed Services provides an operationalized service to manage your Zuora installation.  We oversee day-to-day activity, monitor Zuora processes, and address issues that surface. Zuora Managed Services works with other back-end Zuora teams as needed in response to production issues.

Contact Us

You can contact Zuora Managed Services team by emailing us at turnkey@zuora.com.

How Zuora Managed Services Accesses Your Tenant

After you are onboarded with the Managed Services team, the Engineers and Enterprise Services Managers (ESMs) will access your tenant for the purpose of troubleshooting.

Zuora Managed Services currently uses zsupport[yourTenantId]@zuora.com as the user to access your tenant. This user is created the first time Zuora Global Support logs into your tenant. You can also opt to create individual users for the ESMs and Engineers if that is preferred.

Note that all Zuora Managed Services logins and other activities in your tenant are tracked and logged by Audit Trail.

Setup and Customizations

Description Supported Self-Service

Recommendations, best practices, troubleshooting and instructions on how to:

  • Create/modify users and user roles
  • Create/modify Custom fields
  • Create/modify Communication profiles
  • Setup Product catalog
  • Batch segmentation
  • Create/modify Email and callout notifications

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Enabling controlled release features and other actions which are not available to customers to perform in self-service mode 

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Creating, modifying, and deleting any objects/entities in customer's tenant at customer’s direction

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Resetting customer user IDs and passwords

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Creating, activating, changing work email, or deactivating users in customer's tenant

 

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Reports and Templates

Description Supported Self-Service

Recommendations, best practices, troubleshooting and instructions on out-of-the-box reports, billing documents and their functionality

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Creation of custom reports

 

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Creating or modifying any custom report which was built by Zuora Global Services or an outside vendor

 

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Creating or modifying billing documents based on customer mockups/requirements

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Delivering weekly report on Zuora activity and Managed Services delivery

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Delivering Zuora out of the box reports

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Modifying templates based on customer mockups/requirements

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Mass Change Updates

Description Supported Self-Service

Instructions and troubleshooting on available UI operations that allow mass change updates, such as:

  • Mass Order Entry
  • Usage Upload
  • Customer Accounts
  • Payment Methods

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Creation of Mass Order Entry or Usage files

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Conducting mass changes across Accounts, Contacts, Subscription data (including pricing, payment methods, and usage records)

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Providing complete solution design logic on how to execute batch operations via API

 

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Data fixes due to incorrect/inaccurate data entered by Customer

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Add/update rules in tenant environment for Billing, SalesForce, Accounting, Tax codes, etc.

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Provide recommendations on rules

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Add/update MOD number for Payment Gateway

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Data loads using Zuora tools

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Complex data loads

 

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Development, Coding, Debugging, Connectors, Gateways

Description Supported Self-Service

Providing a reference to available sample code on https://github.com/zuora/

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Troubleshooting of Zuora API (SOAP and REST) calls when complete XML Request/Response is provided, along with additional requested information as needed (e.g. WSDL version, timestamps, etc)

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Performance analysis of Zuora API calls when provided with a timeframe

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Consulting on how to modify sample code to meet specific use cases

 

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Consulting on how to upgrade sample code to higher WSDL version

 

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Installation/troubleshooting of integrated developer environments (IDE)

 

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Troubleshooting programming code errors in any language (Java, PHP, Ruby, C#, etc.)

 

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Troubleshooting client side (HTML, JavaScript) errors

 

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Solution design of Zuora API calls to meet specific use cases

 

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Code support for any custom tools development by Zuora Global Services, Zuora partner or outside vendor

 

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Performance optimization design for Zuora API calls

 

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Customizations, field additions

 

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Global Services or Tuning and Enhancements add-on

Zuora for Salesforce

In order to effectively troubleshoot issues, Support may request access to the affected Salesforce org. If customer does not wish to provide access, the issue will fall under Self-Service.

Description Supported Self-Service

Support customer development efforts with Z-Force Builder. Customer must provide an explanation of the code classes, triggers, entry points, behavior expected and behavior outcome

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Creating, developing and debugging custom APEX code

 

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Payment Gateway Integration

Description Supported Self-Service

Providing Zuora transaction logs for authorizations, payments, refunds and void operations when logs are not available to customers in a self-service mode

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Identifying the source of an error: whether or not an error is originating from Zuora, gateway, processor or merchant bank or other third-party applications

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Debugging and providing resolution for payment failure errors originating from a gateway, processor or merchant bank

 

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Providing logs for payment failure errors originating from a gateway, processor or merchant bank, and assisting in troubleshooting with 3rd party initiated by customer

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Connectors/Third-Party Integration

Description Supported Self-Service

Identifying the source of an error: whether or not an error is originating from Zuora

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Explanation of Zuora data model, object and entity

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Review of Zuora application logs to determine inputs/output from and to Zuora

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Providing logs for failure errors originating from a 3rd party, and assisting in troubleshooting with 3rd party initiated by customer

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Networking, Availability

In order to effectively troubleshoot issues, customer should have a solid understanding of networking and internet technologies. Zuora Support may require IT personnel from customer's organization to participate in the debugging process.

Description Supported Self-Service

Identifying whether application requests are being received by the Zuora platform

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Identifying whether error messages are being sent by the Zuora  platform

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Troubleshooting proxy server connection issues and other issues originating from customer-specific hardware and devices

 

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Determination of root cause for any networking issues outside of Zuora and our data center

 

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Data Migration

Description Supported Self-Service

Recommendations, best practices, troubleshooting and instructions on available Zuora API operations needed to conduct data migration activities

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Solution design for legacy accounts migration

 

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Assist with Credit Card / Payment Method migration * (subject to PCI restrictions)

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Migration of data from one tenant to another (sandbox->production or sandbox->sandbox or production->production)

 

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Request to clean-up/delete data (e.g. delete all Product, Accounts, Subscription)

 

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General Consulting/Guidance on Best Practices

Description Supported Self-Service

Guidance on where to find resources to obtain information on best practices and training materials. Requests for additional time may be accommodated upon completion of Zuora Training

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Provide recommendations on best practices when provided specific subjects to review

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Onsite support at customer location

 

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Features Requests/Defect Reporting/Incidents

Description Supported Self-Service

Determination of whether or not a specific feature/behavior is currently available in the application

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Submission of feature requests into the Product Management tracking system

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Determination of whether or not a specific issue/behavior is a defect in the current application

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Submission of defects into the Engineering tracking system

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Providing updates on status of any previously filed feature request or defect

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Continuous engagement with Engineering on behalf of customer until resolution is obtained for any Severity 0 or Severity 1 defect

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Providing an ETA for any feature request unless it is published in Product Release Notes

 

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Entering tickets for incidents

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Tracking ticket activity

 

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Receiving escalations and expediting ticket activity where necessary

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Tuning and Enhancements

Description Supported Self-Service

Low risk development tasks approx 80 hours or less

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Large project and development requiring extensive design work

 

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Minor adjustments to workflows, templates, etc.

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Development tasks outside of the scope of a Managed Service

 

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