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 or 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 or inaccurate data entered by Customer

Providing a reference to available sample code on https://github.com/zuora/

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 or 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 Zuora Global Services, a Zuora partner, or an outside vendor

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

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 to and outputs from Zuora

Identifying whether application requests are being received by the Zuora

Identifying whether error messages are being sent by the Zuora

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 and our data center

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

Solution design for legacy accounts migration

Credit Card / Payment Method migration * (subject to PCI restrictions)

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

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

Based on Zuora availability, a 30-minute session twice a month with a support agent to review topics of customer's choice. Topics must be specified prior to the session.

Phone support exceeding 30 minutes per session or more than twice per month

Requests for additional time may be accommodated upon completion of Zuora training

Onsite support at customer location

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

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 the product release notes

Providing an ETA for resolution for Defects Severity Level 2 or lower unless it is published in product release notes

Troubleshooting on any connector or custom code developed by Zuora Global Services or outside vendor