Global Support Scope
Zuora Global Support's first priority is to provide customers with the highest quality customer service. This article describes the scope of support included in your Zuora Growth, Enterprise, and Nine editions. For self-service components, we can provide options on how to best address your needs through Zuora Global Services or our partner community.
Contact Us
You can contact Zuora Global Support by submitting a support request at https://support.zuora.com/ or calling us at +1-650-779-4993.
How Zuora Global Support Access Your Tenant
After you submit a request within the support scope, it is likely that Zuora Global Support will access your tenant for the purpose of troubleshooting.
Zuora Global Support 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. Please note that the previous support user support_[yourTenantId]@zuora.com has now been deprecated and will no longer be used by Zuora Global Support.
Note that all Zuora Global Support logins and other activities in your tenant are tracked and logged by Audit Trail.
Setup and Customizations
| Description | Supported | Self-Service |
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Recommendations, best practices, troubleshooting and instructions on how to:
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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 | |
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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 | |
Reports and Templates
| Description | Supported | Self-Service |
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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 | |
Mass Change Updates
| Description | Supported | Self-Service |
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Instructions and troubleshooting on available UI operations that allow mass change updates, such as:
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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 | |
Development, Coding, Debugging, Connectors, Gateways
Working on development and integration issues requires a partnership with Zuora Support. Customers are required to provide the information requested by Zuora to address questions or issues.
If Zuora deems that the request is beyond the scope of Zuora Support or the customer is not providing the necessary information, Zuora Support Management reserves the right to classify the request as not supported and provide the alternate options for resolution.
Development / Coding
| Description | Supported | Self-Service |
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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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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, issue will fall under Self-Service.
| Description | Supported | Self-Service |
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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 |
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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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Connectors/Third-Party Integration
| Description | Supported | Self-Service |
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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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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 |
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Identifying whether application requests are being received by the Zuora. |
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Identifying whether error messages are being sent by the Zuora. |
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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. | |
Data Migration
| Description | Supported | Self-Service |
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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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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 |
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Based on Zuora availability, a 30-minute session twice a month with a support agent to review topics of customer's choice. Topics must be specified prior to the session. |
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Phone support exceeding 30 minutes per session or more than twice per month. |
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Requests for additional time may be accommodated upon completion of Zuora Training |
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Onsite support at customer location |
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Features Requests/Defect Reporting
| Description | Supported | Self-Service |
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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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Providing an ETA for resolution for Defects Severity Level 2 or lower unless it is published in Product Release Notes |
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Troubleshooting on any connector or custom code developed by Zuora Global Services or outside vendor |
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