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FAQs

Zuora

FAQs

This article lists many frequently asked questions about the RevPro migration from on-premises to cloud environment. Questions are categorized into the following types:

  • General questions
  • Migration questions
  • Operation questions
  • Data privacy and security questions
  • End of life questions

General questions

The following questions are frequently asked about the RevPro cloud environment.


Q: How is the performance addressed in the RevPro cloud environment? 

A: RevPro cloud releases are characterized for performance in Zuora testing environments and a baseline performance is established. Performance regressions are addressed prior to the releases.


Q: What is the RevPro cloud platform built on?

A: RevPro cloud platform is built by using several leading technologies such as Oracle, Angular JS, and microservices-based APIs. It is deployed on Amazon Web Services (AWS) based on various clustering and infrastructure technology.


Q: Is RevPro a single-tenant or multi-tenant architecture?

A: RevPro is a single-tenant architecture.


Q: How many testing instances or sandboxes are included as part of the cloud deployment? 

A: RevPro includes two sandboxes as part of the cloud model but you can choose to have as many as you need. 


Migration questions

The following questions are frequently asked about the RevPro migration process from on-premises to cloud.


Q: What will be Zuora's responsibilities after RevPro is migrated from on-premises to cloud?

A: Zuora's responsibilities include:

  • Providing the most up-to-date software releases and patches
  • Ensuring that customers are on the most current security updates
  • Providing 24/7 monitoring and support

Q: What migration strategy does Zuora recommend for moving to Zuora RevPro cloud?

A: Zuora's strategies for migrating to RevPro cloud include the following:

  • Upgrade the customer to the latest release of RevPro
  • Create a backup of the customer's Oracle RevPro instance including customizations and data
  • Restore the backup into RevPro cloud with customizations and data included
  • During the migration process, RevPro will be locked out for any data processing or manual actions
  • The customers have to rebuild integrations to the RevPro cloud instances 

Q: Do you have examples of the "lift-and-shift" migration to Zuora RevPro cloud? 

A: The strategy and steps for the "lift-and-shift" migration have been determined. Currently, there are two deployments happening.

No data migration and conversion effort is required during the migration process. The "lift-and-shift" migration uses the data from the on-premises production environment and migrates the data to the cloud environment. All existing configurations and data will be moved to the cloud environment.


Q: What protocols and/or tools are available to transfer data from RevPro to our BI management reporting tools/data warehouse?

A: You can use SFTP and REST APIs.


Q: What is the migration impact on our ERP environment? 

A: All integrations must be rebuilt for your ERP environment after RevPro is migrated to the cloud.


Q: What if we are not on the latest RevPro version prior to the cloud migration?

A: To migrate to the cloud environment, it is essential that you are on the latest version.


Q: What services does Zuora plan to offer to assist with the cloud migration and what would be for free or with a cost?

A: Zuora provides the following services to facilitate cloud migration with a cost:

  • Provisioning and configuration of RevPro cloud environment
  • End-to-end validation between on-premises and cloud instances
  • Assist and provide guidance for restructuring the integration between upstream systems and RevPro
  • Move any existing customizations to the cloud environment
  • New UI training
  • User acceptance testing
  • Production deployment and one period-end support

Depending on the complexity, data volume, integration, and customizations that need to be migrated to the cloud, the estimated service effort might be 8 weeks at the minimum and 24 weeks at the maximum.


Operation questions

The following questions are frequently asked from the technical operation perspective.


Q: What operational visibility do customers have using Zuora RevPro cloud?

A: Currently, you can view major incidents and significant infrastructure changes for the RevPro platform at https://trust.zuora.com. There are no uptime metrics available for RevPro now. However, there is a plan to provide these metrics in the future.


Q: How does RevPro manage release cycles in the cloud environment? 

A: RevPro releases are deployed to the cloud environment on a quarterly basis. This is to align with the customer book closing cadence so that the release deployment does not interfere with the book closing activities. In addition, high priority issues that require immediate fixes are addressed as hotfixes and released as necessary.  


Q: Are customers forced to receive a release in the cloud environment?

A: Yes, all cloud instances will run on the same version of RevPro. Each RevPro release will be applied at the same time for all the instances. The releases are aligned with the customer book closing cadence so that the releases do not interfere with the book closing activities.


Q: How is the regression testing done for the patches?

A: Regression testing is performed for all releases and patches by using the automation testing suite.


Q: What if we find an issue and cannot accept a patch that is recommended or required for another customer?

A: It is not an option to hold off a patch deployment


Q: What is the process around data fixes?

A: The case that requires a data fix should be rare. If there is any data fix required, the Support team will work with the Operations team to run the data fix.


Q: How do you make sure any future patches deployed on the cloud does not have a conflict with the customization we have?

A: As long as the customizations follow the standards, there should not be a problem. However, it is difficult to guarantee there will not be any conflict.


Q: What is the SLA for recovery from an outage?

A: Recovery is determined on a case-by-case basis. For example in a DR situation, when the whole region is down, a 6-hour recovery point objective (RTO) and 15-minute recovery time objective (RPO) are committed. Overall, 99.9% of availability is committed for the cloud platform.


Q: How is the performance monitored in the cloud? 

A: Comprehensive logging and monitoring are set up for the cloud platform, which is implemented based on the ELK stack. System availability, performance, and security are continuously monitored by Zuora. The logs are analyzed and metrics are displayed on the internal dashboards for the Operations team to proactively take action. In case of any urgent condition, the monitoring system will page the on-call SRE resources to take immediate action. There is also a mature incident process for handling any failure or issue that the customer faces.


Data privacy and data security questions

The following questions are frequently asked about data privacy and security about the RevPro cloud platform.


Q: What are the security and privacy guidelines for RevPro cloud environment? 

A: There is a very comprehensive security program for RevPro cloud platform. At a high level, the cloud platform is SOC 2 & SOC 1 compliant. In addition to this, real-time intrusion detection and regular vulnerability scanning are implemented at the infrastructure layer and the application layer. A pentest is performed annually for the application layer to be inline with OWASP Top 10. 


Q: What information security standards does Zuora RevPro cloud follow?

A: Zuora RevPro has a comprehensive security program for the cloud platform that includes:

  • Regular vulnerability scanning for external endpoints, internal infrastructure, and network
  • Yearly penetration testing that follows OWASP Top 10 standard
  • Security tools that are focused on intrusion detection
  • Data at rest and in transit encryption by default
  • TLS 1.2 encryption standard for all web traffic and servers that are built to CIS level standards

End of life questions

The following questions are frequently asked about the end of life of the product.


Q: What software versions are end of life (EOL)? 

A: The EOL versions include RevPro 3.6 and all previous versions prior to 3.6.


Q: How will the customers be supported after the EOL date? 

A: After the EOL date, if you use RevPro 3.6 and the maintenance releases or builds are up to date, you will have an option to buy Extended Support for an additional 12 months. There will be a 30% uplift for the Extended Support. During this period, you will receive only the critical fixes that are mandatory to run the application. Extended Support is limited to the following items:

  • Around the clock self-solve support
  • Access to technical support engineers
  • Access to existing patches and hotfixes that are created when the product version was in Committed Support.

No new enhancement requests, patches, fixes, documentation changes, or platform certifications will be made for product versions that are in Extended Support.

The platform certification matrix for the classic UI and the new UI is as follows:

RevPro version DB version Apex Foex UI layer Tomcat Nginx Notes
3.0 classic UI 12.1.0.2/11g Apex 4.2.6 2.2.7 ORDS 3.0.6 Tomcat 6 or higher - The classic UI will be in sustaining support mode.
3.0 new UI 12.1.0.2/12.2.0.1 Apex 5.0.4 - ORDS 3.0.6 Tomcat 8.x or higher 1.3 or higher The new platform certifications will be released in February 2020.

Q: How will EOL impact RevPro 2.3 and 2.4 versions (ASC 605 engine)?

A: Both RevPro 2.3 (including ABAP stack) and RevPro 2.4 product lines are built to support ASC 605 guidelines. As ASC 606 adoption dates have passed for both public and private companies, Zuora will provide sustaining support until the end of life period.

Sustaining support is limited to the following:

  • Around the clock self-solve support
  • Access to technical support engineers
  • Access to existing patches and hotfixes that are created when the product version was in Committed Support.

No new enhancement requests, patches, fixes, documentation changes, or platform certifications will be made for product versions that are in Extended Support.

The platform certification matrix for RevPro 2.3 and 2.4 is as follows:

RevPro version DB version Apex Foex UI layer Tomcat
2.3 12.1.0.2/11g Apex 4.2.6 - Apex Listener 2.1 Tomcat 6 or higher
2.4 12.1.0.2/11g Apex 4.2.6 2.1.0 ORDS 2.0.10 Tomcat 6 or higher