Zuora Managed Services by Kaana

Kaana offers comprehensive Zuora Managed Services to efficiently manage your Zuora installation. Our team handles day-to-day operations, monitors Zuora processes, and swiftly addresses any issues that arise. Kaana's Managed Services collaborate with other Zuora back-end teams to ensure seamless resolution of production issues.

GROWTH
$5,600

per month, 3 mo minimum

Break/fix quick wins
Setup & customizations
Custom reports & templates
Business analysis
Buy Now
SCALE
$10,000

per month, 3 mo minimum

All Services in Growth
Data migration support
Mass change updates
Zuora for Salesforce support
Buy Now
PREMIER
Contact Us

6 month minimum

All Services in Scale
Dedicated Team Member
Complex data loads
Custom development support
Let's Talk

Startup Plan starting at $2,500/mo

SERVICES SCOPE

A flexible model for companies of all sizes

SETUP & CUSTOMIZATIONS
Growth
Scale
Premier

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

Checkmark
Checkmark
Checkmark

Enabling controlled release features and other actions which are not available to customers to perform in self-service mode

Checkmark
Checkmark
Checkmark

Creating, modifying, and deleting any objects/entities in customer's tenant at customer’s direction

Checkmark
Checkmark
Checkmark

Resetting customer user IDs and passwords

Checkmark
Checkmark
Checkmark

Creating, activating, changing work email, or deactivating users in customer's tenant

Checkmark
Checkmark
Checkmark
REPORTS & TEMPLATES
GROWTH
SCALE
PREMIER

Recommendations, best practices, troubleshooting and instructions on out-of-the-box reports, billing documents and their functionality

Checkmark
Checkmark
Checkmark

Creation of custom reports

Checkmark
Checkmark
Checkmark

Creating or modifying any custom report which was built by Zuora Global Services or an outside vendor

Checkmark
Checkmark
Checkmark

Creating or modifying billing documents based on customer mockups/requirements

Checkmark
Checkmark
Checkmark

Delivering weekly report on Zuora activity and Managed Services delivery

Checkmark
Checkmark
Checkmark

Delivering Zuora out of the box reports

Checkmark
Checkmark
Checkmark

Modifying templates based on customer mockups/requirements

Checkmark
Checkmark
Checkmark
MASS CHANGE UPDATES
GROWTH
SCALE
PREMIER

Instructions and troubleshooting on available UI operations that allow mass change updates, such as:
- Mass Order Entry
- Usage Upload
- Customer Accounts
- Payment Methods

Checkmark
Checkmark
Checkmark

Creation of Mass Order Entry or Usage files

Checkmark
Checkmark

Conducting mass changes across Accounts, Contacts, Subscription data (including pricing, payment methods, and usage records)

Checkmark
Checkmark

Providing complete solution design logic on how to execute batch operations via API

Checkmark
Checkmark

Data fixes due to incorrect/inaccurate data entered by Customer

Checkmark
Checkmark
Checkmark

Add/update rules in tenant environment for Billing, SalesForce, Accounting, Tax codes, etc.

Checkmark
Checkmark
Checkmark

Provide recommendations on rules

Checkmark
Checkmark
Checkmark

Data loads using Zuora tools

Checkmark
Checkmark

Complex data loads

SOW Required

SOW Required

SOW Required

Development, Coding, Debugging, Connectors, Gateways
GROWTH
SCALE
PREMIER

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)

Checkmark
Checkmark

Performance analysis of Zuora API calls when provided with a timeframe

Checkmark

Consulting on how to modify sample code to meet specific use cases

Checkmark

Consulting on how to upgrade sample code to higher WSDL version

Checkmark
Checkmark

Installation/troubleshooting of integrated developer environments (IDE)

Checkmark

Troubleshooting programming code errors in any language (Java, PHP, Ruby, C#, etc.)

Checkmark

Troubleshooting client side (HTML, JavaScript) errors

Checkmark

Solution design of Zuora API calls to meet specific use cases

Checkmark

Code support for any custom tools development by LeadTo

Checkmark

Performance optimization design for Zuora API calls

Checkmark
zuora for salesforce
GROWTH
SCALE
PREMIER

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

Checkmark
Checkmark

Creating, developing and debugging custom APEX code

Checkmark
PAYMENT GATEWAY INTEGRATIONS
GROWTH
SCALE
PREMIER

Providing Zuora transaction logs for authorizations, payments, refunds and void operations when logs are not available to customers in a self-service mode

Checkmark
Checkmark

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

Checkmark
Checkmark

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

Checkmark
Checkmark
connectors & third-party integrations
GROWTH
SCALE
PREMIER

Identifying the source of an error: whether or not an error is originating from Zuora

Checkmark
Checkmark

Explanation of Zuora data model, object and entity

Checkmark
Checkmark
Checkmark

Review of Zuora application logs to determine inputs/output from and to Zuora

Checkmark
Checkmark

Providing logs for failure errors originating from a 3rd party, and assisting in troubleshooting with 3rd party initiated by customer

Checkmark
Checkmark
DATA MIGRATION
GROWTH
SCALE
PREMIER

Recommendations, best practices, troubleshooting and instructions on available Zuora API operations needed to conduct data migration activities

Checkmark
Checkmark

Solution design for legacy accounts migration

Checkmark
Checkmark

Migration of data from one tenant to another (sandbox->production or sandbox->sandbox or production->production)

Checkmark

Request to clean-up/delete data (e.g. delete all Product, Accounts, Subscription)

Checkmark
NETWORKING/AVAILABILITY
GROWTH
SCALE
PREMIER

Identifying whether application requests are being received by the Zuora platform

Checkmark
Checkmark
Checkmark

Identifying whether error messages are being sent by the Zuora  platform

Checkmark
Checkmark
Checkmark

Troubleshooting proxy server connection issues and other issues originating from customer-specific hardware and devices

Checkmark

Determination of root cause for any networking issues outside of Zuora data center

General Consulting/Guidance on Best Practices
GROWTH
SCALE
PREMIER

Guidance on where to find resources to obtain information on best practices and training materials.

Checkmark
Checkmark
Checkmark

Provide recommendations on best practices when provided specific subjects to review

Checkmark
Checkmark
Checkmark

Onsite support at customer location

SOW Required

Features Requests/Defect Reporting/Incidents
GROWTH
SCALE
PREMIER

Determination of whether or not a specific feature/behavior is currently available in the application

Checkmark
Checkmark
Checkmark

Submission of feature requests into the Product Management tracking system

Checkmark
Checkmark
Checkmark

Determination of whether or not a specific issue/behavior is a defect in the current application

Checkmark
Checkmark
Checkmark

Coordination with Zuora for the submission of defects into the Engineering tracking system

Checkmark
Checkmark
Checkmark

Providing updates on status of any previously filed feature request or defect

Checkmark
Checkmark
Checkmark

Continuous engagement with Engineering on behalf of customer until resolution is obtained for any Severity 0 or Severity 1 defect

Checkmark
Checkmark
Checkmark

Providing an ETA for any feature request unless it is published in Product Release Notes

Checkmark
Checkmark
Checkmark

Entering tickets for incidents

Checkmark
Checkmark
Checkmark

Tracking ticket activity

Checkmark
Checkmark
Checkmark

Receiving escalations and expediting ticket activity where necessary

Checkmark
Checkmark
Checkmark
What do you want to know?

Some of the most frequently asked questions

What are Zuora Managed Services?
Why should I choose Kaana for Zuora Managed Services?
Why aren't you listed on Zuora's website as a partner?
What specific services do you offer for Zuora?
Can you help with migrating from another subscription management platform to Zuora?
How much do your Zuora Managed Services cost?
Why shouldn't I choose one of your competitors?