Skip to main content

Zuora Editions from December 1, 2022 to January 3, 2024

Zuora

Zuora Editions from December 1, 2022 to January 3, 2024

This article describes the features and services that come with Zuora Editions, Zuora Product add-ons, and Global Support Plans.

Contact Zuora Sales if you are interested in purchasing additional features and services.

The 'packaging and pricing' information provided below for Zuora's SaaS Service became effective December 1, 2022. For customers whose relationship with Zuora is governed by prior versions of our 'packaging and pricing' information and/or other contract terms, please instead consult your applicable contract terms.

Legend:

  • File:Z_Media/checkmarkGreen_xsm.png Included in Base Fee
  • File:Z_Media/greenDollar.png   Additional Annual Fee applies unless another cost model is noted

Applications

Zuora Billing

Central Product Catalog  Growth Enterprise Nine

Subscription Pricing Catalog

Subscription pricing catalog that includes the ability to create one-time, recurring, and usage pricing models.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Currencies

The ability to price services in different currencies.

Unlimited Unlimited Unlimited

Entitlements

The ability to track features per product and enable feature-level provisioning.

  File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

 

Order Management Growth Enterprise Nine

Subscription Lifecycle Management

The ability to change subscriptions mid-stream, and for downstream processes such as billing, payment and revenue operations to automatically adjust based on those changes.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Multi-Action Order Management

The ability to create orders with multiple actions in Zuora, for new subscriptions and subscription changes.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Ramps

The ability to create a multiyear ramp deal natively.

File:Z_Media/greenDollar.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Owner Transfers for Subscriptions

The ability to manage complex subscription and billing relationships in a customer account. Set account owner and invoice owners at the subscription level.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Account Hierarchies

The ability to manage customers that have parent-child accounts or multiple enterprise divisions.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

 

Rating & Billing Growth Enterprise Nine

Usage Ingestion

The ability to ingest usage events via API or import usage events via the UI.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Rating

The ability to rate for usage events against Zuora's product rate plans to determine how much to charge a customer.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Flexible Billing

The ability to bill your customers efficiently and flexibly. Includes 2 features:

  • Flexible Billing Attributes - Supports subscriptions for different locations, contacts, payment terms, invoice templates, sequence sets.
  • Billing Schedule - Provides you the capability and flexibility to bill your customers based on contract negotiations or project milestones.
Not available File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Taxation

Zuora's out-of-box taxation engine. For customers that have simple tax needs and can maintain tax rate tables themselves.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Bill Runs and Payment Runs

The ability to group customers into multiple segments and automate billing/payments differently per group.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Automated Invoicing

The ability to automatically rate, generate, and deliver invoices in bulk and ad hoc.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Credit/Debit Memos

The ability to correct and adjust charge discrepancies on invoices and to manage the balance due on a particular invoice or account.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Unapplied Payments

The ability to create payments for unknown billing accounts, overpaid invoices, or unbilled transactions.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Invoice Item Settlement

The ability to apply payments, credit memos, and refunds at the invoice item level.

File:Z_Media/greenDollar.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Advanced Consumption Billing

Near real-time rating and tracking of usage for usage charge models, and additional pricing strategies like Credit-Based & Cash-Based Prepaid with Drawdown, and Minimum Commitment.

File:Z_Media/greenDollar.png

(up to 50,000 annual Consumption Records)

File:Z_Media/greenDollar.png

(up to 1,000,000 annual Consumption Records)

File:Z_Media/greenDollar.png

(up to 10,000,000 annual Consumption Records)

File:Z_Media/greenDollar.png

Additional Consumption Records for additional allowance beyond 10,000,000

 

 

Global Payments Growth Enterprise Nine

Configurable Payment Retry (CPR)

Configure retry logic for failed electronic payments based on a customer's profile and several other characteristics of its failed payment.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Hosted Payment and Subscribe Pages

Point and click tools to create pages that enable secure capture of payment and order information on web commerce portals.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Electronic Payment Collections

Automatic processing of electronic payments through one of Zuora's pre-integrated payment gateways.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Payment Gateways

Pre-built integrations to payment gateways.

Up to 2 Up to 5 Up to 10

Additional Gateways

Additional gateways can be added.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Zuora Fraud Protection

Assess the risk of new payment methods and/or payment transactions.

50,000 Screening Requests come included with base access.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

 

Reporting & Analytics Growth Enterprise Nine

Pre-Built Reports

Set of standard reports covering Bookings, Billings, Cash and Revenue metrics.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Custom Reports

The ability to dynamically edit pre-built reports or build customized reports.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Schedule & Share

The ability to schedule automatic report runs and share reports with other Zuora users either in-app or via email.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Standard Subscription Metrics

Transaction logging to calculate subscription metrics including MRR, ARR, and Recurring Revenue Changes (eg. expansion, contraction, churn, and new business).

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Analytics

The ability to access a dashboard that displays key subscription metric trends, create cards that can be pinned to the dashboard, and create a datasets, which represents any custom metric pulled from Zuora business objects. Datasets are the data tables that drive the dashboard and cards used to visualize that data.

File:Z_Media/checkmarkGreen_xsm.png

Up to 10 Datasets

File:Z_Media/greenDollar.png additional Datasets

File:Z_Media/checkmarkGreen_xsm.png

Up to 50 Datasets

File:Z_Media/greenDollar.png additional Datasets

File:Z_Media/checkmarkGreen_xsm.png

Up to 100 Datasets

File:Z_Media/greenDollar.png additional Datasets

 

Zuora Central Platform Growth Enterprise Nine

Multi-Org for Billing

Create segments within your tenant that allow segmentation of user data and access controls.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Zuora Protect

Suite of advanced security features.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Zuora Connector for App Stores

Ability to configure the connector with a simple and intuitive UI. A centralized view of all the events along with the ability to retry failed transactions

Available Connectors:

  • Apple Appstore

  • Google Play Store

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Zuora Warehouse

An elastically scalable data warehouse service provided by Zuora. You can leverage Zuora Warehouse to run high-performance queries on unlimited data volumes.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Data Query

With Data Query, you can leverage the power of SQL to perform joins on accounts, subscriptions, orders, invoices, payments, usages, and more.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Custom Objects

Data objects that store unique subscription-related data. ‘Record’ is one instance, or row, in the custom object.

File:Z_Media/checkmarkGreen_xsm.png

Up to 2 Objects

(Up to 25,000 Records each object)

File:Z_Media/greenDollar.png 1 additional Object add-on only

File:Z_Media/checkmarkGreen_xsm.png

Up to 10 Objects

(Up to 10,000,000 Records each object)

File:Z_Media/greenDollar.png additional Objects

File:Z_Media/checkmarkGreen_xsm.png

Up to 20 Objects

(Up to 10,000,000 Records each object)

File:Z_Media/greenDollar.png additional Objects

Audit Trail

A log of key system activities such as logins and changes to financial settings.

The log will maintain historical data up to the number of months as defined in the Editions.

File:Z_Media/greenDollar.png

1 additional 6 months add-on only

File:Z_Media/checkmarkGreen_xsm.png

Up to 18 months

File:Z_Media/greenDollar.png 1 additional 6 months add-on only

File:Z_Media/checkmarkGreen_xsm.png

Up to 36 months

File:Z_Media/greenDollar.png 1 additional 6 months add-on only

Central Sandbox

A Non-Production environment that provides full production copy of data.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Developer Sandbox

Isolated copy of production configuration and settings without data for development and testing.

 File:Z_Media/greenDollar.png  File:Z_Media/greenDollar.png  File:Z_Media/greenDollar.png

 

Subscription Accounting Growth Enterprise Nine

Chart of Accounts Management

Create a chart of accounts structure in Zuora.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Accounting Close Capabilities

Lock and close accounting periods to prevent changes and improve auditability.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

GL Segments Included

GL segmentation allows customers to get summary journal entries from Zuora that are segmented by configurable "general ledger segments", where the segments can align to any structure that the finance team needs to segment journal entries by. So for example, instead of getting just a simple A/R journal entry, finance teams can get journal entries by product, by subsidiary, by region etc.

3 15 15

File-based GL integration

A file-based manual extract of Zuora data, pre-formatted for upload into general ledgers that have CSV based imports.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

International Financial Operations

Currency Conversion, FX gain/loss reporting, international payment methods, reporting currency.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

 

Platform Scalability, Security & Compliance Growth Enterprise Nine

Included API Sandboxes

The Zuora sandbox is a nonproduction environment that provides full access to the Zuora API.

1 2 5

Included Other Non-Production Tenants

Non-production tenants, such as Performance Test Environments or Production Copy Environments.

0 0 0

Included Production Tenants

Real-time staging environment where Zuora services are executed for day-to-day business operations.

1 1 1

Performance Booster

Scale high-volume processes in Zuora, including bill runs and payments runs, and raise API concurrency limits.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/checkmarkGreen_xsm.png

Performance Booster Elite

Scale high-volume processes and operations in Zuora on a dedicated shard. 

N/A N/A File:Z_Media/greenDollar.png

Multi-Entity Management

The ability to segment financial data and processes into a separate segment with a parent-child relationship to manage different geographies, currencies, product lines, etc.

0 0 File:Z_Media/greenDollar.png

 

2 Factor Authentication

The ability to provide a 2nd verification beyond username and password when logging into Zuora.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Active Subscribers

The threshold of Active Subscribers in Zuora Central by platform edition.

Up to 25,000

Up to 500,000

Up to 2,000,000

This limit does not apply to customers who purchased the Nine edition prior to July 2019.

Additional Subscribers

Additional subscribers can be added.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Subscription Warehouse Secure Share

Access your Zuora data in real-time from directly within your organization's own Snowflake account. Committed TAR or managed data entitlements apply.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Single Sign On (SSO)

The ability for users to login to Zuora with credentials maintained in the customer's central SAML-supported repository.

File:Z_Media/greenDollar.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

360 Sync

Synchronization of Zuora and Salesforce data (products, accounts, subscriptions, invoices, payments, refunds etc.)

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

 

  Professional Advanced Expert

Workflow

Yearly allowance of workflow tasks. Additional workflow tasks can be purchased.

File:Z_Media/greenDollar.png

5,000,000
workflow tasks included

File:Z_Media/greenDollar.png

25,000,000
workflow tasks included

File:Z_Media/greenDollar.png

100,000,000
workflow tasks included

 

Zuora Revenue (fka RevPro)

  Low Volume High Volume

Low Volume: Up to 1,000,000 Transactions per year.

Includes 2 Revenue Sandbox (Non Production Tenant).

File:Z_Media/greenDollar.png  

High Volume: Up to 6,000,000 Transactions per year. Additional Transaction Records can be purchased.

Includes 2 Revenue Sandbox (Non Production Tenant).

  File:Z_Media/greenDollar.png

Performance Booster Elite (Zuora Revenue)

Scale medium to high volume revenue recognition processes to meet the demands of peak periods and larger batch operations on a dedicated shard.

 File:Z_Media/greenDollar.png  File:Z_Media/greenDollar.png

Performance Booster Elite+ (Zuora Revenue)

Scale high volume revenue recognition processes to meet the demands of peak periods and larger batch operations on a dedicated shard.

 File:Z_Media/greenDollar.png  File:Z_Media/greenDollar.png

Consumption Revenue

Ability to support consumption revenue recognition methodology including usage overage recognition. Automation to support revenue recognition impacts for contract modifications related to consumption offerings. Ability to report on consumption history and usage tracking through available reports and through the revenue contract workbench.

 File:Z_Media/greenDollar.png  File:Z_Media/greenDollar.png

Revenue Connectors

Connect Revenue to the available ERPs to manage seamless bi-directional data flows.

The following are available as add-ons: 

  • Revenue Connector for Dynamics 365 Finance
  • Revenue Connector for NetSuite
  • Revenue Connector for Oracle
File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

 

Zuora CPQ

Zuora CPQ for Salesforce Growth Enterprise Nine

Zuora CPQ

Zuora CPQ must be purchased to gain access to the features listed below.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Quotes

Configurable, native force.com quoting capabilities for assisted sales across the subscription lifecycle

Includes capabilities such as Zuora Developer Kit, Guided Selling, Rules Engine, Ramps, and more!

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

360 Sync

Synchronization of Zuora and Salesforce data (products, accounts, subscriptions, invoices, payments, refunds etc).

 

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

 

Zuora Collections

  Growth Enterprise Nine

Zuora Collections

Zuora Collections must be purchased to gain access to the features listed below.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Advanced Payment Manager

checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Collections Window

checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Configurable Lockbox

checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Configurable Payment Retry

checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Notes

checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Statement Generator

checkmarkGreen_xsm.png checkmarkGreen_xsm.png checkmarkGreen_xsm.png

Workflow

Yearly allowance of workflow tasks. Additional workflow tasks can be purchased.

checkmarkGreen_xsm.png

200,000 workflow tasks included

File:Z_Media/checkmarkGreen_xsm.png

1,000,000 workflow tasks included

File:Z_Media/checkmarkGreen_xsm.png

1,000,000 workflow tasks included

 

Commerce

  Growth Enterprise Nine

Subscriber Portal - Account Management

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Promo Codes

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

 

Zuora Marketplace

  Growth Enterprise Nine

Zuora Connector for Hubspot CRM

An integration that allows your Hubspot CPQ/CRM frontend to sync data bi-directionally to and from your Zuora subscription billing backend.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Marketplace Applications

Prebuilt Apps that extend Zuora to meet bespoke requirements unique to customers' industry, geography, and business processes. Specific apps purchased will vary by contract.

Add-On (Prices vary by App) Add-On (Prices vary by App) Add-On (Prices vary by App)

Automated GL Connectors

Summary Level Connector to a supported General Ledger.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

File:Z_Media/checkmarkGreen_xsm.png

1 Connector

Tax Connector

Connector to a supported Tax service.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

File:Z_Media/checkmarkGreen_xsm.png 

1 Connector

Developer Tools

Access to exclusive tools used by the Zuora GS team to perform mass migration and updates

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/checkmarkGreen_xsm.png

Connector for NetSuite

The Connector for NetSuite combines Zuora's subscription billing capabilities with NetSuite's ERP/Financials solution with bi-directional integration across every core application module to seamlessly combine the two applications. Includes 2 connector licenses (one Production and one Sandbox).

File:Z_Media/greenDollar.png

2 connector licenses

File:Z_Media/greenDollar.png

2 connector licenses

File:Z_Media/greenDollar.png

2 connector licenses

Configurable Lockbox

Automate payment-to-invoice matching for checks received by lockbox banking providers.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

 

Support and Services

  Growth Enterprise Nine

Standard Support

See below for additional details. Includes 24x7 Community, 24x7 service availability monitoring, Live 24x5 global support, online ticket support, email support, and unlimited included incidents.

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

SLA and Priority Queue

See below for additional details. Includes all Growth Support features, as well as phone support, standard Salesforce development support, priority queue, application uptime SLA, and support response times SLA.

File:Z_Media/greenDollar.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Advanced SFDC and Payment Gateway Support

See below for additional details. Includes all Growth Support and Enterprise Support features, as well as Advanced Salesforce Gateway support and Advanced Payment Gateway support.

    File:Z_Media/checkmarkGreen_xsm.png

Technical Account Manager (TAM)

Guidance on the maintenance of your implementation. Advisory support on how to keep up with best practices as your business evolves.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Zuora University Training

Access to on-demand courses covering the basics of Zuora products is included with all editions.

Seats to Zuora University are available for purchase and include access to advanced training, live classes and workshops, certification exams, and a training sandbox.

File:Z_Media/checkmarkGreen_xsm.png

On-demand basics courses

File:Z_Media/greenDollar.png Virtual class, certification exam, subscription (includes all classes, exams, and a training sandbox)

File:Z_Media/checkmarkGreen_xsm.png

On-demand basics courses

File:Z_Media/greenDollar.png Virtual class, certification exam, subscription (includes all classes, exams, and a training sandbox)

File:Z_Media/checkmarkGreen_xsm.png

On-demand basics courses

File:Z_Media/greenDollar.png Virtual class, certification exam, subscription (includes all classes, exams, and a training sandbox)

Turnkey Managed Services - Subscription

Single point of contact for Turnkey, as well as support oversight. Global NOC monitoring and support. Specialized support delivered via run book per customer requirements. Assistance managing subscription activity, and recommendations based on best practices. Perform mass updates on subscription items when required. Reporting on activity, trends, and recommendations.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Turnkey Managed Services - Billing

Single point of contact for Turnkey, as well as support oversight. Global NOC monitoring, troubleshooting, and support for billing runs and workflows. Specialized support delivered via run book per customer requirements. Perform mass updates and minor changes. Ensure billing revenue is complete. Process tuning and report on activity, trends, and recommendations.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Turnkey Managed Services - Payment

Single point of contact for Turnkey, as well as support oversight. Global NOC monitoring, troubleshooting, and support for payment runs and workflows. Specialized support delivered via run book per customer requirements. Perform mass updates and minor changes. Process tuning and report on activity, trends, and recommendations.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Turnkey Managed Services - Revenue

Single point of contact for Turnkey, as well as support oversight. Global NOC monitoring, troubleshooting, and support for revenue activity. Specialized support delivered via run book per customer requirements. Oversee and support data transfers, changes and mass updates. Validate period open/close. Process tuning and report on activity, trends, and recommendations.

File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

 

Support Items Growth Enterprise
Zuora Revenue
Nine

Included Incidents

Unlimited Unlimited Unlimited

24x7 Community

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

24x7 Service Availability Monitoring

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Live 24x5 Global Support

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Online Ticket Support

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Email Support

File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Phone Support

  File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Standard Salesforce Development Support

  File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Priority Queue

  File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Application Uptime SLA

  File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Support Response Times SLA

  File:Z_Media/checkmarkGreen_xsm.png File:Z_Media/checkmarkGreen_xsm.png

Advanced Salesforce Development Support

If Zuora determines it is likely an issue Customer reports to Zuora was caused by Salesforce’s platform, Zuora will help Customer and Salesforce resolve the issue.

    File:Z_Media/checkmarkGreen_xsm.png

Advanced Payment Gateway Support

If Zuora determines it is likely an issue Customer reports to Zuora was caused by Customer’s chosen payment gateway(s), Zuora will help Customer and the payment gateway(s) resolve the issue.

    File:Z_Media/checkmarkGreen_xsm.png

Customization Support

If Zuora determines it is likely that an issue Customer reports to Zuora was caused by a customization to the Zuora Service, Zuora’s support team will make commercially reasonable efforts to help Customer resolve the issue, free of additional charge.

    File:Z_Media/checkmarkGreen_xsm.png

 

Premium and Premium Elite Support Growth Enterprise
Zuora Revenue
Nine

Premium Support

Fast-track service during business hours with access to a Named Account Support Engineer.

Not available File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

Premium Elite Support

The highest level of customer support and priority response for cases, priority-level SLAs with access to an assigned Technical Account Manager to personally manage your support cases.

Not available File:Z_Media/greenDollar.png File:Z_Media/greenDollar.png

 

Usage of the Zuora Service

If Customer’s use of the Service exceeds the usage limits in the applicable contracts or as described in this Knowledge Center article for any products provided, Customer must either purchase additional usage, if applicable, or move to the next edition of the Service. If Customer does not choose either of the options, Customer shall be considered out of compliance with such Service.