Kaana's Zuora Managed Services provides an operationalized service to manage your Zuora installation. We oversee day-to-day activity, monitor Zuora processes, and address issues that surface. Kaana Managed Services works with other back-end Zuora teams as needed in response to production issues.
per month, 3 mo minimum
per month, 3 mo minimum
6 month minimum
Startup Plan starting at $2,500/mo
Recommendations, best practices, troubleshooting and instructions on how to:
- Create/modify users and user roles
- Create/modify Custom fields
- Create/modify Communication profiles
- Setup Product catalog
- Batch segmentation
- Create/modify Email and callout notifications
Enabling controlled release features and other actions which are not available to customers to perform in self-service mode
Creating, modifying, and deleting any objects/entities in customer's tenant at customer’s direction
Resetting customer user IDs and passwords
Creating, activating, changing work email, or deactivating users in customer's tenant
Recommendations, best practices, troubleshooting and instructions on out-of-the-box reports, billing documents and their functionality
Creation of custom reports
Creating or modifying any custom report which was built by Zuora Global Services or an outside vendor
Creating or modifying billing documents based on customer mockups/requirements
Delivering weekly report on Zuora activity and Managed Services delivery
Delivering Zuora out of the box reports
Modifying templates based on customer mockups/requirements
Instructions and troubleshooting on available UI operations that allow mass change updates, such as:
- Mass Order Entry
- Usage Upload
- Customer Accounts
- Payment Methods
Creation of Mass Order Entry or Usage files
Conducting mass changes across Accounts, Contacts, Subscription data (including pricing, payment methods, and usage records)
Providing complete solution design logic on how to execute batch operations via API
Data fixes due to incorrect/inaccurate data entered by Customer
Add/update rules in tenant environment for Billing, SalesForce, Accounting, Tax codes, etc.
Provide recommendations on rules
Data loads using Zuora tools
Complex data loads
SOW Required
SOW Required
SOW Required
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)
Performance analysis of Zuora API calls when provided with a timeframe
Consulting on how to modify sample code to meet specific use cases
Consulting on how to upgrade sample code to higher WSDL version
Installation/troubleshooting of integrated developer environments (IDE)
Troubleshooting programming code errors in any language (Java, PHP, Ruby, C#, etc.)
Troubleshooting client side (HTML, JavaScript) errors
Solution design of Zuora API calls to meet specific use cases
Code support for any custom tools development by LeadTo
Performance optimization design for Zuora API calls
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
Creating, developing and debugging custom APEX code
Providing Zuora transaction logs for authorizations, payments, refunds and void operations when logs are not available to customers in a self-service mode
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
Debugging and providing resolution for payment failure errors originating from a gateway, processor or merchant bank
Providing logs for payment failure errors originating from a gateway, processor or merchant bank, and assisting in troubleshooting with 3rd party initiated by customer
Identifying the source of an error: whether or not an error is originating from Zuora
Explanation of Zuora data model, object and entity
Review of Zuora application logs to determine inputs/output from and to Zuora
Providing logs for failure errors originating from a 3rd party, and assisting in troubleshooting with 3rd party initiated by customer
Recommendations, best practices, troubleshooting and instructions on available Zuora API operations needed to conduct data migration activities
Solution design for legacy accounts migration
Migration of data from one tenant to another (sandbox->production or sandbox->sandbox or production->production)
Request to clean-up/delete data (e.g. delete all Product, Accounts, Subscription)
Identifying whether application requests are being received by the Zuora platform
Identifying whether error messages are being sent by the Zuora platform
Troubleshooting proxy server connection issues and other issues originating from customer-specific hardware and devices
Determination of root cause for any networking issues outside of Zuora data center
Guidance on where to find resources to obtain information on best practices and training materials.
Provide recommendations on best practices when provided specific subjects to review
Onsite support at customer location
SOW Required
Determination of whether or not a specific feature/behavior is currently available in the application
Submission of feature requests into the Product Management tracking system
Determination of whether or not a specific issue/behavior is a defect in the current application
Coordination with Zuora for the submission of defects into the Engineering tracking system
Providing updates on status of any previously filed feature request or defect
Continuous engagement with Engineering on behalf of customer until resolution is obtained for any Severity 0 or Severity 1 defect
Providing an ETA for any feature request unless it is published in Product Release Notes
Entering tickets for incidents
Tracking ticket activity
Receiving escalations and expediting ticket activity where necessary