Momentus Support Model and Org Admin Resources

Momentus Support Hierarchy

The diagram details the support structure CES, and the Vendor will provide the CSU’s Org Admins. Public-facing and Back-Office users affiliated with each CSU will continue funneling their issues through the Org Admin(s), who can continue to escalate tickets to our team as needed.

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

  • For example, creating views that use formula fields, customizing dashboard for different audiences, adding or editing User Roles, implementing workflows and resource management.

• 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

Open

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 sharepoint 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.

Org Admin Reminders

Momentus Office Hours

• Beginning in January 2025,  a series of Monthly Standing Office Hours will be open for the Org Admins.

  • The time can be used to answer questions, review common or recurring issues, discuss best practices, collect product enhancement ideas, and review upcoming feature releases nd planned updates or patches.

Multi-Organization Management

*Indicates that while you might be able to see them, they can still be silo'd to just your users.

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

  • To see a few of the most commonly encountered issues a sign might display, you can view the PepperDash_Crestron Commonly Occuring Issues document.

  • Some best practices for emailing support requests to PepperDash: include a picture of what the screen(s) is displaying as well as any troubleshooting shooting of the hardware you have attempted e.g rebooting the panel(s).

  • While PepperDash has notitifcation failsafes in place for API disruptions, hardware will always have a chance of failing. We recommend having a designated individual or group to assist with monitoring signage.

 Admin tenants

• Each CSU will have its admin and users within your tenant to manage your displays and configurations.

  • To Manage your panels:

    • To add a room in the back end application of PepperDash:

      1. Create an account in the Auth Server for the tenant and assign it the proper roles.

      2. Create the room in the Room Signage Admin, configure the appropriate ID from Momentus and configure the device account that was setup in the auth server.

      3. The Momentus ID looks to be the corresponding Space Code in Momentus.

      4. Match the MAC address and link the corresponding space in the Approved Devices section on the Auth Admin.

    • Physical Panel Configuration

      • Configure the panel to use PepperDash Connect as the application and point it to the appropriate configuration URL. 

• The UT Momentus admin team will have an admin user in each tenant for visibility

 Ongoing Maintenance for Hardware: PepperDash provided recommendations for maintaining hardware.

• Keeping up on firmware updates is important, although Crestron rolls those out fairly infrequently.

• For the panels, a monthly reboot is a good idea. The browser used for displaying the schedule is updated independently of the firmware and is only checked at a reboot. The panels must have internet access (which they do) and be able to access  https://crestrondevicefiles.blob.core.windows.net/70-series/production/applications/manifest_x70_apps.json 

Org Admin Testing Guidelines for Updates and Patches

Momentus provides quarterly updates for the application. You can find some suggested testing guidelines for workflows here.

Annual Notice of IDT

At the beginning of the Fiscal Year, CES will provide each org with an Advice of IDT that details the total owed for year. The total cost is based on:

• The number of active users (professional and express)

• The number of active spaces

• Additional items, such as but not limited to, extra administrators, etc.

• Base Subscription to use Momentus and its features

You can add users or spaces at any time during the length of the agreement with us, as to not impede your processes and totals will be calculated yearly.

Fiscal Year Audit Process

The Org Administrators will be notified of the audit prior to the beginning of the new fiscal year.

An iteration of the Advice of IDT will be sent based upon the current number of active spaces, users, additional items, and base cost of access to the platform to the Organization Administrator and, if listed, their Accounting Contact. If there are any discrepancies, our team will work with you to ensure everything is accurate before it is processed.

All Advice of IDTs have a generated date upon creation and will be processed one week from what is listed, including revised dates.

How to Prepare for the Audit

In order for your college be charged accurately for use, you can use the below resources to prepare your counts.

• How do I retire a space in Momentus?

• How do I offboard an administrator or internal user from my Organization?

Visiting teams or departments to confirm which spaces are actively booked in Momentus—both public-facing and internal—is a helpful step. It’s also a good idea to check for any recent staffing changes.

Each CSU may have its own internal processes, so we recommend following those where applicable.