Managed Services Overview

Managed Services provide dedicated support and expertise for your key business platforms.

Updated over a month ago

What are Managed Services?

Managed Services are add-on offerings that provide:

• Expert support for specific platforms

• Proactive monitoring and alerts

• AI-powered insights and recommendations

• Issue resolution assistance

Available Services

Zuora Managed Services

Expert support for Zuora subscription management:

• Billing configuration

• Revenue recognition

• Subscription analytics

Salesforce Managed Services

Support for Salesforce CRM:

• Configuration optimization

• Integration support

• Data management

Nue Managed Services

Assistance with Nue platform:

• Setup and configuration

• Best practices

• Troubleshooting

Stripe Billing Managed Services

Support for Stripe billing:

• Payment configuration

• Subscription management

• Reporting setup

Service Tiers

Each managed service offers three tiers:

Growth Tier

• Basic support coverage

• Standard response times

• Core monitoring features

Scale Tier

• Extended support hours

• Faster response times

• Advanced monitoring

• Proactive recommendations

Premier Tier

• 24/7 support coverage

• Priority response

• Dedicated support contact

• Custom integrations

• Strategic guidance

Subscribing to Managed Services

Add a Service

1

Go to Billing settings

Go to Settings > Billing.

2

Open Managed Services

Click Managed Services.

3

Select service

Select the service you want to add.

4

Choose a tier

Choose the appropriate tier for your needs.

5

Review pricing

Review the pricing details for the selected service and tier.

6

Subscribe

Click Subscribe.

Manage Subscriptions

1

View billing settings

Go to Settings > Billing.

2

See active services

See your active managed services.

3

Change subscription

Upgrade, downgrade, or cancel a service as needed.

Using Managed Services

Concierge Dashboard

1

Navigate to Managed Services

Open the Managed Services section.

2

View status

View overall service status.

3

See alerts

See active alerts.

4

Access AI recommendations

Access AI-driven recommendations and insights.

AI Concierge

The AI Concierge provides:

• Automated Alerts — Notifications about issues

• Insights — Analysis of your platform usage

• Recommendations — Suggested improvements

• Remediation Actions — Proposed fixes

Service Requests

1

Open Managed Services

Go to Managed Services.

2

Create new request

Click New Request.

3

Describe issue

Describe your issue or question in detail.

4

Submit

Submit the request.

5

Track status

Track the status and responses for your request.

Activity Feed

View all managed service activity:

• Alert notifications

• Request updates

• AI recommendations

• Resolution notes

Alerts

Alert Severity

Severity	Meaning
Critical	Immediate attention required
High	Address soon
Medium	Monitor and plan
Low	Informational

Responding to Alerts

1

View alert details

Open the alert to see full details.

2

Review recommendations

Review AI recommendations provided for the alert.

3

Take action

Accept or dismiss suggestions and take remediation actions.

4

Track resolution

Track the resolution status until the issue is closed.

Integration Monitoring

For connected integrations:

• View connection health

• See sync status

• Monitor error rates

• Get proactive alerts

Best Practices

Proactive Monitoring

• Review alerts regularly

• Act on critical issues promptly

• Use AI recommendations

Service Requests

• Provide detailed descriptions

• Include relevant context

• Follow up on open requests

Tier Selection

• Match tier to your needs

• Consider anticipated growth

• Evaluate required response times

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• https://helpcenter.kaana.com/en/articles/13202329-navigating-the-dashboard

• https://helpcenter.kaana.com/en/articles/13202793-security-settings

• https://helpcenter.kaana.com/en/articles/13203375-api-keys

• https://helpcenter.kaana.com/en/articles/13206042-health-assessments

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