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Global Support Scope for Insights

Zuora Global Support's first priority is to provide customers with the highest quality customer service.

This article describes the scope of support included with your Zuora Insights add-on. Actions listed as "supported" are carried out by Zuora Global Support. Actions listed as "self-service" are not carried out by Zuora Global Support, but can be carried out by you. Zuora provides Knowledge Center articles to assist with self-service actions. You can also visit the Zuora Community for peer-to-peer support.

Contact Us

If you have any questions, or for further clarification, contact Zuora Global Support at support@insights.zuora.com.

If you require the assistance of Zuora Global Support, please include the name of your Insights stream in your request. The name of your Insights stream is displayed below your name at the top right of the Insights user interface.

Zuora Global Support will respond to Insights API token requests by sending the API token to a confirmed Insights administrator. When you contact Zuora Global Support, please specify which Insights administrator should receive the API token.

Using Insights

Action Support Scope

Managing segments, including creating new segments and modifying existing segments.

For self-service assistance, see Create a Segment.

Self-service

Managing segment alerts.

For self-service assistance, see Enable Email Notifications for a Segment.

Self-service
Training new team members on how to use Insights. Zuora Global Services offers training when the Insights add-on is first enabled. Customers can then use the Zuora Knowledge Center to provide their teams with training going forward. Self-service
Explaining Insights product concepts and data model. Supported
Recommendations, best practices, troubleshooting, and instructions on interpreting product dashboards, including: account dashboards, user dashboards, segment dashboards, and event dashboards. Supported
Recommendations, best practices, troubleshooting, and instructions on managing segments, including: creating, interpreting segment members, editing, copying, enabling email notifications, and enabling segment synchronization to Salesforce. Supported
Troubleshooting and instructions on user authentication, including forgotten passwords Supported

Insights Administration

Action Support Scope

Creating and deactivating team members (administrators and standard users). Zuora Global Services creates the initial set of team members when the Insights add-on is first enabled.

For self-service assistance, see Add Team Members.

Self-service

Managing account field metadata, including: re-labeling, defining, setting types, and archiving.

For self-service assistance, see Manage Account Attributes and Metrics.

Self-service

Managing user field metadata, including: re-labeling, defining, setting types, and archiving.

For self-service assistance, see Manage User Attributes and Metrics.

Self-service
Managing event type metadata, including: re-labeling event types, re-labeling event type attributes, and archiving event type attributes. Self-service

Connecting Salesforce Organization to Insights, including configuring how account and user objects in Insights are matched to Salesforce objects for outbound synchronization.

For self-service assistance, see Configure Account Matching with Salesforce and Configure User Matching with Salesforce.

Self-service

Configuring which account and user fields are synchronized to Salesforce.

For self-service assistance, see Synchronize Account Fields to Salesforce and Synchronize User Fields to Salesforce.

Self-service

Configuring which account and user segments are synchronized to Salesforce.

For self-service assistance, see Synchronize Account Segments to Salesforce and Synchronize User Segments to Salesforce.

Self-service

Creating, modifying, or applying Salesforce account embed profile layouts.

For self-service assistance, see Set the Layout of Account Profile Pages and Embed Insights on Your Salesforce Account Profile.

Self-service
Creating, modifying, or applying Salesforce user embed profile layouts. Self-service

Embedding Insights in custom applications.

For self-service assistance, see Embed Account Profiles in Your Application.

Self-service
Recommendations, best practices, troubleshooting, and instructions on product administration, including management of the following: team members, account fields, user fields, event types, account profile layouts, Salesforce integration. Supported
Adding new primary attributes or primary metrics, for accounts or for users, to an existing data source and dataflow. Zuora Global Support does not provide support for inputting historical data about new primary attributes and primary metrics; see below. Supported
Adding new event types to an existing data source and dataflow. Zuora Global Support does not provide support for inputting historical data about new event types; see below. Supported
Adding or modifying account fields, including: primary attributes with history or from a new data source, primary metrics with history or from a new data source, calculated attributes, and calculated metrics. Zuora Global Services offers assistance
Adding or modifying user fields, including: primary attributes, primary metrics, calculated attributes, and calculated metrics. Zuora Global Services offers assistance
Adding new event types with history or new event type attributes with history. Zuora Global Services offers assistance
Changing from Implicit Sessions to Explicit Sessions. Zuora Global Services offers assistance
Adding new data sources or dataflows. Zuora Global Services offers assistance

Developer Support

Action Support Scope

Designing API calls to meet specific use cases.

For self-service assistance, see API Reference.

Self-service
Consulting on how to modify sample code to meet specific use cases. Self-service
Installing or troubleshooting integrated development environments (IDEs). Self-service
Troubleshooting programming errors in any language (Java, PHP, Ruby, C#, and so on). Self-service
Optimizing performance of API calls. Self-service
Providing reference to available sample code. Supported
Troubleshooting Batch API or Streaming API calls, including the Insights JavaScript template, when the following are provided: complete API requests, complete API responses, and any other requested information. Supported
Reviewing batch files to determine the quality of raw input into Insights. Supported
Reviewing transformation and calculated field queries to troubleshoot unexpected data values, with modifications as necessary to resolve issues in the originally scoped implementation of Insights. Supported
Creating or modifying event types (attributes or metrics) in a customer's tenant. Zuora Global Services offers assistance

Data Input and Calculation Management

Action Support Scope
Notifying customers if an error occurs in a dataflow, and providing guidance on resolution if the error is the result of a customer action. Supported
Identifying the source of a dataflow error, regardless of whether the error originates from Zuora or a data source. Supported
Adding or modifying data sources, including addition of: new primary fields, new calculated fields, and new filters. Applies to all data sources, including: Zuora, Salesforce, Batch API, Streaming API, Zuora Connect data sources. Zuora Global Services offers assistance

Consulting and Guidance on Best Practices

Action Support Scope
Providing a 30-minute session with a support agent twice a month to review topics of the customer's choice. Topics must be specified prior to the session. Subject to Zuora availability. Supported

Feature Requests and Defect Reporting

Action Support Scope
Providing an estimated time of availability for any feature request, unless availability is published in product release notes. Self-service
Providing an estimated time of resolution for defects with Severity Level 2 or lower, unless resolution is published in product release notes. Self-service
Troubleshooting any connector or custom code developed by an outside vendor. Self-service
Determining whether the product currently has a particular feature or behavior. Supported
Submitting feature requests into the product management tracking system. Supported
Determining whether a particular issue or behavior is a defect in the current product. Supported
Submitting defects into the product engineering tracking system. Supported
Continuously engaging with product engineering on behalf of the customer until any Severity 0 or Severity 1 defect is resolved. Supported
Troubleshooting any connector or custom code developed by Zuora Global Services. Zuora Global Services offers assistance

Zuora Global Services

If you require the assistance of Zuora Global Services, contact your Zuora representative to discuss the options available to you and the fees involved.

Last modified
17:47, 12 Feb 2017

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