Day-to-day Zuora operational support
Break/fix quick wins
Setup & customizations
Custom reports & templates
Business analysis
Access to Kaana RevOps Platform (Starter, 2 Users)
Advanced support for growing Zuora teams
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All Services in Growth
Data Migration Support
Mass Change Updates
Zuora for Salesforce Support
Access to Kaana RevOps Platform (Advanced, 2 Users)
Dedicated enterprise Zuora ownership
All Services in Scale
Dedicated Team Member
Complex Data Loads
Custom Development Support
Access to Kaana RevOps Platform (Enterprise, 2 users)
AI Custom App Development
Day-to-day Zuora operational support
Break/fix Quick Wins
Setup & Customizations
Custom Reports & Templates
Business Analysis
Access to Kaana RevOps Platform (Starter, 2 Users)
Advanced support for growing Zuora teams
All Services in Growth
Data Migration Support
Mass Change Updates
Zuora for Salesforce support
Access to Kaana RevOps Platform (Starter, 2 Users)
Dedicated enterprise Zuora ownership
All Services in Scale
Dedicated Team Member
Complex Data Loads
Custom Development Support
Access to Kaana RevOps Platform (Starter, 2 Users)
AI Custom App Development
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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
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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
25
Delivering Zuora out of the box reports
25
Modifying templates based on customer mockups/requirements
25
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
25
Add/update rules in tenant environment for Billing, SalesForce, Accounting, Tax codes, etc.
25
Provide recommendations on rules
25
Data loads using Zuora tools
25
Complex data loads
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
Creating or modifying billing documents based on customer mockups/requirements
Consulting on how to upgrade sample code to higher WSDL version
25
Installation/troubleshooting of integrated developer environments (IDE)
25
Troubleshooting programming code errors in any language (Java, PHP, Ruby, C#, etc.)
25
Troubleshooting client side (HTML, JavaScript) errors
25
Solution design of Zuora API calls to meet specific use cases
25
Code support for any custom tools development by Kaana
25
Performance optimization design for Zuora API calls
25
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
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
25
Continuous engagement with Engineering on behalf of customer until resolution is obtained for any Severity 0 or Severity 1 defect
25
Providing an ETA for any feature request unless it is published in Product Release Notes
25
Entering tickets for incidents
25
Tracking ticket activity
25
Receiving escalations and expediting ticket activity where necessary
25
Zuora Managed Services by Kaana provide comprehensive support for your Zuora subscription management platform. Our services include implementation, customization, integration, maintenance, and support to ensure your Zuora instance operates efficiently and effectively.
Kaana is dedicated to offering unbiased and vendor-agnostic solutions, ensuring you receive the best possible service without being tied to specific vendors. Our experienced team brings deep expertise in subscription management and financial operations, allowing us to tailor our services to your unique needs.
At Kaana, we prioritize offering unbiased and flexible consulting services to our clients. We remain agnostic to the solutions chosen to ensure that we can recommend and implement the best possible solution for your specific needs. Partnering with a particular solution provider, such as Zuora, often comes with restrictions that could limit our ability to offer services on competing solutions. By not affiliating exclusively with any one provider, we maintain the freedom to deliver objective advice and support across a wide range of platforms, ensuring that our clients receive the most suitable and effective solutions for their business.
Yes, we have extensive experience in migrating data from other subscription management platforms to Zuora. Our team ensures that all data is accurately transferred, and that your new Zuora instance is fully operational with minimal downtime.
When choosing a partner for your Zuora Managed Services, it's important to consider a few key factors. While our competitors listed as Zuora partners may offer valuable services, here are some reasons why our approach might be a better fit for your needs:
Unbiased Recommendations: As an agnostic consultancy, we are not tied to any specific solutions. This allows us to provide unbiased recommendations tailored to your unique business requirements, ensuring you get the best fit for your needs without any conflicts of interest.
Customized Solutions: We pride ourselves on delivering highly customized solutions that are specifically designed to meet the unique challenges and goals of each client. Our focus is on understanding your business deeply and providing solutions that align perfectly with your strategic objectives.
Top-Tier Expertise: Our team consists of seasoned professionals with extensive experience in the industry. We bring a wealth of knowledge and expertise to every project, ensuring that you receive top-tier service and support throughout your Zuora implementation and beyond.
Flexibility and Independence: Our independence from any particular technology provider allows us to be flexible and innovative in our approach. We can adapt to your changing needs and leverage a wide range of tools and technologies to deliver the best possible outcomes for your business.
Client-Centric Approach: At the heart of our service is a commitment to our clients' success. We work closely with you to understand your goals, challenges, and vision, ensuring that our solutions are not only effective but also aligned with your long-term strategic plans.
Choosing a partner for your Zuora implementation is a critical decision. We believe that our independent, customized, and client-centric approach offers a compelling value proposition that can help your business achieve its goals more effectively.
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