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Momentus Support Hierarchy
The diagram details the support structure CES, and the Vendor will provide to the organization administratorsCSU’s Org Admins. Public-facing and Back-Office users affiliated with each CSU will continue to funnel funneling their issues through the Organization AdministratorOrg Admin(s) and , who can continue to escalate tickets to our team as needed. CSUs can create their own internal support structure between their users and the admin(s) that better supports their internal processes.
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User key:
Public-facing user: Anyone signing into an OSB to request/reserve space
Back-office user: Anyone signing into Momentus back-office with SSO (must be current student, staff, or faculty at UT)
CSU Org Admin: renamed Department Admin to match Momentus vocabulary – CSU-level administrator or manages their Momentus org’s overall configuration including users, spaces, onboarding new departments
UT Momentus Administrator (System Admin): CES (current members are Amanda Congdon, Jessica Van Amburgh, Seth Curlee) – manages system-wide configuration and maintenance of Momentus.
UT Momentus Admin will continue to:
Meet regularly with our Momentus Customer Success Manager and will share updates, features, and insights
Learn product features and provide examples of how Org Admins can implement them in their orgs
Offer best practices and ideas to solve complex business requirements using Momentus
Offer ways orgs can expand their use of Momentus and get the most value out of the software
Provide escalated support for user and software issues
Momentus Support Ticketing System
Please submit all Momentus-related issues through the form: Momentus Issue Report Form
Submitting user and software issues through this form will allow us to:
better track and respond to issues
uncover patterns based on the problems received that can then be reported to Momentus as a system-wide bug or potential product enhancement request
address recurring issues in training
Important Notes:
Before submitting the form, please check the Momentus support center, the Momentus Wiki, and UT-specific resources in Box for the answer.
Please do not share the form with users; Org (department) Admins should submit the form on the user’s behalf.
Org Admin Check-list
Please utilize the Org Admin checklist to assist you in managing your org and onboarding new departments.
This file documents most of the items needed to have your organization at a functional level.
You can download it here.
Momentus Office Hour
Beginning in January 2025, a series of Monthly Standing Office Hours will be open for the Org Admins.
This meeting is not mandatory, but we will be covering the roadmap and answering questions that you might have.
Support model for PepperDash
If the event information is not displaying or the information displayed is incorrect (but correct in Momentus) please contact PepperDash directly for support and copy UTMomentusAdmin@austin.utexas.edu.
Support email: support@pepperdash.com, copy SRayancha@pepperdash.com
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Admin tenants
Each CSU will have its admin and users within your tenant to manage your displays and configurations
The UT Momentus admin team will have an admin user in each tenant for visibility