PT Studios
This is the process within PT Studios you'd use to create a temporary password to login to a customers account
(Doing this is good because that way you don't mess with a customers existing password)
PT Studios > Account > Create temporary password
This is the factory warranty that comes with a Catapult One pod
2 years from date of purchase
(we will need to see a screenshot of their proof of purchase to authorize a swap)
This is the guide article you can send a Hockey client when they want to do a client upgrade (Less involved than a server upgrade)
e.g. Upgrading a client from 22.3.0.20 to 22.5.09
What are...
The latest Thunder release notes
https://thunder.catapultsports.com/hc/en-us/articles/5948590915983-Thunder-HK-22-5-0-9-Release-Notes
This is something you must set at the end of each of your shifts so that new replies in tickets assigned to you will be re-assigned to the new ticket triage, rather than staying under your name..
What is...
The "Out of Office" trigger
Released in Dec, 2021, this feature allows athletes to compare their metrics (total distance, sprint distance, top speed and power plays) against other athletes around the globe and in their position/ age group to spur a sense of competition within the app, and drive engagement.
What are Leaderboards
What is...
1. Ask for the email the customer uses for the account (it's usually the email they write in with, but not always)
2. In PT Studios, navigate to Account > Display user details
3. Check all 3 Servers if you can't find it (EU, Americas, AU)
This is typically the last step in the troubleshooting process when a pod is having data recording or syncing issues
For a PLAYR style Catapult One pod (no button), a Factory Reset
For a Playertek-style Cat One pod (button on front, 3 vertical lights on exterior) a Pod Reformatting
If someone calls or writes in with a question or issue related to Reports, this is the group of Technicians who you should direct the call/email to
What are the...
Data Analysts
(Pat Kelly, Joe Kenney, Chris Binder, etc.)
This is the type of designation you can set a ticket to when both you and the customer are waiting for an action from a 3rd party, such as when there is a problem ticket and you are waiting on a fix from Development
What is...
"On Hold"
On December 14 of 2021, this feature of Catapult One was discontinued because it was determined the tracking was not reliable for rapid movements or changes in direction, and Catapult was unable to ensure a high degree of data accuracy
Apple Watch compatibility
(i.e. using the Apple Watch itself to track your movements rather than a pod worn on the back)
This is the process you'd go through when a customer is saying they are getting a "Pod is paired to another user" error message when trying to pair in the Catapult One app
What is...
1. Get the Pod ID Number for their pod
2. PT Studios > Pods > Get Pod Info > (This will let you know what email the pod is paired to) > Then ask the customer if that is an email they have access to
3. If they say yes > Make sure they are able to log in (i.e. that they remember their password
4. If they say no > PT Studios > Pods > Unpair all pods for user > Unpair from the other email > Tell customer they are all set to pair it now
These are the 3 main features that a team customer gains by switching from a regular Catapult One Team account to an upgraded Playertek Plus account
What are...
1. Heart rate monitoring
2. Indoor sessions
3. Onfield/Live sessions
This is a Thunder product that allows college teams to upload their game film so that it can be viewable by their entire conference
What is:
Vault Exchange
This is the Macro that you would use as an internal note to pass on key ticket details and troubleshooting steps attempted, before escalating a ticket to the Technicians
What is...
PSC Ticket Handover
This is the program you are able to download onto your Computer to be able to login to the Catapult One app on the computer (e.g. so that you don't have to use your cell phone to login to the app)
What is...
Bluestacks
Fastest & Lightest Android App Player for PC - BlueStacks 5
This is the strategy in PT Studios for "freeing up" an email address to be used again when it's already paired to another team
What is...
PT Studios > Account > Change user email address > Add +old to the email
E.g. changing ty.cedeno@catapultsports.com to ty.cedeno+old@catapultsports.com would free up the original email to be used again
e.g., sub users cannot perform these functions
1. Adjusting player DOB, Weight, position
2. Adding and removing players
Customer calls in, says they are trying to get Thunder open, on the task bar it shows that it's open but cannot find it open anywhere, it's stuck minimized
What is...
Task manager > expand the application > right click on the window and hit maximize to get the application to show up correctly
This is the type of ticket that gets created when there is a widespread software glitch/bug, and multiple teams are affected
What is...
A problem ticket (don't forget to link new instances of the issue to the problem ticket)
These are the 4 metrics that the Catapult One app/pod allows individual users to track
1. Top Speed
2. Total Distance
3. Sprint Distance
4. Power
This is the process you would go through in PT Studios for creating a Catapult One account for an individual user:
What is...
Catapult One > Create Consumer User (Catapult One) > Enter their email > Run Command
THEN...
Account > Change User Password > Enter something generic like "Catapult23!" for their new password > Run command
These are the only 5 metrics that you are able to track with Playertek Plus pods during an indoor session:
What is...
This can also be found in this guide article: PlayerTek+ Indoor Mode
This is the response to give when a customer asks if they can watch film with ThunderCloud on a Mac computer
What is...
There isn't a great way to watch on Mac. This guide is our best recommendation for Macs: ThunderCloud Video - Mac OS
This is the name of the Macro that you'd send out to learn what style of Catapult One pod a customer has, and also the email associated with their account
(C1) Style of Pod and Email
What is the expected battery life of a Playertek/Cat One Pod
270 minutes of active use