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 insights.support@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 |
| Accessing segment settings if a segment cannot be modified and the creator of the segment cannot be contacted, including: providing the segment criteria and changing the segment permissions. | 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 calls 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, 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.