RCA
A structured approach to identifying the underlying cause of an incident rather than just the symptom.
Root Cause Analysis (RCA)
Customer disagrees with the intended design of the product
N - resolve within support
This team often partners with support to troubleshoot infrastructure or performance issues
SRE
What Momentus product was designed for managing large events, specifically, the Olympics?
WeTrack
The first thing support should do when a customer reports an issue
gather information / acknowledge the issue
The process of ensuring the issue is resolved and no longer occurring.
validation
A ticket affects one user but blocks a high-revenue transaction
Y - Business impact
These teams rely on support feedback to understand customer pain points and product gaps.
Product and Engineering
The role responsible for prioritizing engineering work and balancing customer needs with strategy
Product Manager
When you send a ticket to another team for help, what is that classified as?
Tickets Moved
Collecting logs, screenshots, and user reports to understand an issue.
data gathering / evidence collection
A ticket determined to be a configuration issue
N - Handled within support
Team responsible for working with integrations with our softwares
Technical Services
How many core values do we have at Momentus?
5 - Speed, Passion, Focus, Humility, Innovation
When support provides a temporary solution while a permanent fix is being developed is called a
Support's main role in an RCA is focused on what?
Customer has a large event coming up and cannot take payments in the system
Y - Upcoming Major Event
When support identifies repeated customer issues and surfaces them as product improvement ideas
product feedback / feature requests
What is the name of our customer conference held in various locations globally each year?
Illuminate
Platform where all process and product "how-to" documentation lives
Confluence
A documented analysis after a major incident explaining cause, impact, and prevention steps
post-mortem
Top 10 ARR customer is experiencing continual "system slowness" that is replicated by support and share they will be terminating if not addressed
Y - Churn risk
Team that is responsible for demoing the software to prospective customers or existing ones investigating an expansion
SE (sales engineers)
Who is the Chief Revenue Officer at Momentus?
Dax Powers
Service we have in Support to collect video from a customer for troubleshooting purposes
Birdy