Reference · Wiki

Glossary & FAQ

Every term used across the playbook, and plain answers to the questions the team asks most. Search filters both lists at once.

Terms A–Z

31 of 31 terms

Additional Order Forms: Separate order forms for non-Enterprise products; Products outside the Enterprise Order Form — for example Edge, IVANS, or any other separately sold product — each require their own executed Order Form. They are not bundled under the Enterprise Order Form and must be confirmed and recorded at handoff.
Change Order: The only way scope changes after signature; A signed amendment to the Order Form or SOW required before any work outside the baselined scope starts. It records the impact on timeline and cost so nothing changes quietly. Change requests are classified at intake, evaluated by engineering, and priced before the customer signs.
CSQ: Opportunity intake & triage form; The first structured record of an enterprise opportunity, completed at Stage 0a Triage before the contract. Covers agency profile, current systems, products in scope, known custom asks, and routes the deal to Stage 0b Solution shaping.
Custom Development: The optional branch for work standard Momentum AMP configuration does not cover; When a requirement genuinely cannot be met by standard Momentum AMP configuration, it takes the custom-development branch: requested at Stage 4, scoped and costed through Stage 5 (Delivery Lead authors, Engineering team assesses and builds), then implemented and tested through Stage 8, merging back before go-live. It always carries its own written scope and signed approval.
Customer questionnaire: Evaluate, Project setup or Discovery workbook; Customer questionnaire: Evaluate, Project Set-up or Discovery Workbook. Evaluate is sent before contract by the Enterprise AE; Project Set-up follows contract and Delivery's review of the internal AE Opportunity Record; Discovery normally follows Project Set-up, with an approved pre-contract exception documented in the AE record.
Cutover: The production switch to Momentum AMP; The moment the customer stops working in legacy systems and starts in Momentum AMP. Executed from the Cutover Runbook at Stage 10 after a documented go/no-go decision, with a freeze notice and a rehearsed rollback plan.
Discovery: Stage 4 — how the agency works today; The stage where subject-matter experts describe current workflows, data and reports. Produces the written scope, the WF-ID workflow list, and the opened RTM. Discovery quality determines everything downstream — rushed discovery is the most common cause of late change orders.
Enterprise Onboarding Program: The contracted onboarding service on the Order Form; The standard onboarding engagement elected in Order Form Part F. An approximately twelve-week timeline may describe the core delivery path carried on Part H; the complete journey from signature through hypercare and formal handover typically takes two to six months.
Freeze: A change stop before cutover; A freeze notice is issued before cutover at Stage 10: no further configuration, data or workflow changes until the switch completes. It protects the rehearsed cutover plan from last-minute drift and keeps the rollback plan valid.
Gate: A mandatory sign-off that cannot be skipped; Five gates carry a customer or executive signature (Stages 1, 5, 7, 8, 10); the remaining nine are internal (G0–G13). The only legitimate route past a gate is a Gate Waiver with Scope Approver's written approval, logged residual risk, and an expiry date.
Gate sign-off: A signed customer confirmation at Stages 5, 7, 8 and 10; Gate sign-off: a signed customer confirmation at Stages 5, 7, 8 and 10 — scope (G5, the signed scope document), data accuracy (G7), testing (G8, not while any S1 or S2 defect is open) and go-live (G10).
Go / No-Go Decision Record: The documented go-live decision at Stage 10; Go-live is a documented decision, not a date that arrives. The record names the responsible Delivery Lead and required approvers: Scope Approver, Engineering Authority and Customer Success Lead. A CONDITIONAL GO is only legitimate with a signed gap list attached.
Hypercare: Four to six weeks of close post-launch support; The post-launch support model agreed before go-live: named exit criteria, response targets by severity, an issue log with taxonomy, and the transition point to Customer Success and Support.
MAC: Mutual / managing agency capabilities delivered by MAC Specialist; MAC-specific configuration and workflows are delivered by the MAC specialist (MAC Specialist) and built before training when in scope. MAC is described in MSA Schedule 3 as platform functionality; whether it is sold on a separate instrument is flagged for verification.
Momentum University: Self-serve training included with every subscription; The prerequisite baseline for staff before trainer-led sessions begin. Included with every subscription; trainer-led Part G sessions build on top of it.
MSA: Master Services Agreement; The governing commercial and legal frame for the relationship. The gate artifact for Stage 1: no delivery work begins without a signed MSA. Carries service terms, data handling, onboarding obligations, and Schedules 1–3. Naming convention: MSA-[year]-0001.
Order Form: The record of what the customer actually bought; Operationally more consequential than the MSA. Records elected Enterprise features (Part F), elected training categories (Part G), the timeline and migration scope (Part H), any special terms (Part J), and pricing. Naming convention: MSA-[year]-0001 - OF01.
Part F: Order Form — elected Enterprise features & add-ons; The electable Enterprise features: onboarding program, Client Success Manager, database and replica access, Client Portal, QBRs, modules (PremFi, Voice, RATE, Roam, Win, AI Tools), and separate instruments such as Additional Order Forms.
Part G: Order Form — elected training categories; Training is sold by business-function category, not hours. Seven categories (General Navigation, General Operations, Sales, Service, Quote / Rate / Bind, Finance / Accounting, Dashboards / Reporting), each with one design session and one delivery session.
Part H: Order Form — timeline, migration scope, transition to support; Carries the Target Go-Live Date (projected, subject to scope and customer readiness), the Data Migration Required election with declared scope, expedited or phased roll-out requests, and the transition to Support on completion of onboarding.
Part J: Order Form — special terms; Any non-standard commercial terms. Reviewed against Part J of the Order Form at Stage 1 so delivery knows exactly what was promised outside the standard terms.
Promise Log: Every commitment made before and during the sale; Opened at Stage 0b Solution shaping and not closed until Stage 13. Every promise made on a call is logged, and each open promise must carry one of four dispositions before scope signature: confirmed in Momentum AMP, confirmed on roadmap in writing, priced as custom, or withdrawn.
QBR: Quarterly Business Review; Where elected in Order Form Part F, QBRs are contractual and run quarterly regardless of engagement tier. Run by the Customer Success Manager from Stage 13 onward.
Rollback: The rehearsed way back if cutover fails; The Cutover Runbook includes a rehearsed rollback plan: if the go/no-go checks fail during execution, the customer returns to legacy systems in a controlled way. Rollback is rehearsed before Stage 10, not improvised on the day.
RTM: Requirements Traceability Matrix; The running list of every requirement, opened at Stage 4 and baselined (frozen) at the Stage 5 scope signature. Every subsequent change is measured against the baseline; the G13 disposition closes every row in writing at handover.
Scope Baseline: The frozen scope at Stage 5 signature; At the Stage 5 scope sign-off the RTM and scope document are baselined — frozen as the reference point. From then on every request is measured against the baseline and any change requires a signed change order. This is also the point where dates become commitments.
Severity (S1–S4): Published defect severity definitions; UAT and hypercare issues are triaged against published severity levels. S1 and S2 are blocking: the Stage 8 gate requires no open S1 or S2 defects before training and go-live proceed. S3 and S4 need a workaround, owner and target date.
SOW: Statement of Work; A separate attached instrument required for phased roll-outs and any custom work. Anything not defined in the Order Form or an attached SOW is out of scope for onboarding.
Steady-state Handover: Stage 11a — release from hypercare into steady-state ownership; At Stage 11a Steady-state Handover, the agency's administrators hold Momentum AMP, business-as-usual support routing is proven, and the implementation team can release the account from hypercare before formal Stage 12 Handover to Customer Success.
UAT: User acceptance testing; Stage 8: the customer's people test against the requirements list with daily bug triage against published severity definitions (S1–S4). The gate requires no open S1 or S2 defects.
WF-ID: Workflow identifier; The naming standard for customer workflows, assigned during Discovery (Stage 4). Every workflow is numbered so configuration, testing, training, and handover all reference the same ID.

Frequently asked questions

+How do I name the MSA and Order Forms?

MSAs are numbered MSA-[year]-0001, MSA-[year]-0002, and so on. Order Forms hang off their MSA: MSA-[year]-0001 - OF01, then OF02 for the next order form under the same MSA.

+Who writes the scope, and who approves it?

The Delivery Lead writes the complete baseline from the questionnaires, cited sessions, Order Form and sales commitments. Engineering records feasibility for custom work. The agency scope signatory, agency controller, Delivery Lead and Account Executive sign before build.

+How is training sold — by hours?

No. Training is sold by Part G business-function category. Each elected category includes one design session and one delivery session. Additional trainer-led sessions require the Part G bundle or a change order priced at the Professional Services rate.

+Is the timeline 12 weeks or 2–6 months?

Both can apply in context. Approximately twelve weeks may describe the core delivery path on Order Form Part H. The complete journey from signature through hypercare and formal handover typically takes two to six months. Ongoing Customer Success continues after handover. Any specific date becomes a commitment only at the Stage 5 scope sign-off.

+A customer asked for something not in the Order Form. What do I do?

It is out of scope until it goes through intake: document it, classify it, evaluate time and cost, and get a signed change order before any work starts. Log it in the Promise Log if anyone committed to it on a call.

+Where do escalations go?

Escalations go to Delivery Lead, who takes them to Engineering Authority. The Severity & Escalation Standard in Documents & references defines the four levels and response targets.

+What is the only legitimate way past a gate?

A Gate Waiver: Scope Approver's written approval, the residual risk logged, and an expiry date. Waivers do not stand indefinitely.

+When does the Customer Success Manager get assigned?

The named Client Success Manager is introduced at handover (Stage 12). Note: Order Form Part A and MSA Schedule 2 currently conflict on the exact assignment point — it is flagged on the Ops flags page for Commercial to resolve.

+When does training start?

Training begins after the Stage 8 Testing Sign-off and is delivered in Stage 9. Every elected Order Form category must be delivered and evidenced before go-live.

+Who runs training sessions?

The Training Lead handles trainer-led sessions, with the MAC Specialist covering MAC topics. Momentum University is the self-serve prerequisite for staff before trainer-led sessions begin.

+What makes a go-live decision official?

The current Go-Live Sign-off is signed before final conversion by the agency decision-maker, agency project manager, agency controller and Delivery Lead. It verifies prior sign-offs and readiness evidence and records Go, Go with conditions or Not ready.

+What is the difference between hypercare and handover?

Hypercare (Stage 11) is the four-to-six-week period of close support right after go-live, with named exit criteria. Handover (Stage 12) is the formal close: exit criteria are confirmed, open issues move into business-as-usual queues, and ownership shifts to Customer Success and Support, recorded in the handover record.

+When does a request need a change order?

Whenever it falls outside the scope baselined at the Stage 5 signature. Document it, classify it, have engineering evaluate time and cost, and get the change order signed before any work starts. If anyone promised it on a call, log it in the Promise Log as well.

+Which forms do I send the customer, and when?

Three questionnaires and four customer sign-offs. Standard order: Evaluate → contract → internal AE Opportunity Record → Project Set-up → Discovery Workbook → Scope → Data Accuracy → Testing → Go-Live. Approved exception: Discovery may follow Evaluate before contract, then is re-confirmed after signature and recorded in AE 4.5–4.6. Scope is signed before build. Data Accuracy follows the final trial conversion. Testing covers every in-scope deliverable, blocks on Severity 1/2 and precedes training. Go-Live is signed before final conversion. Current controlled files are available in Documents and on the forms pages; the AE record remains employee-only.

+What has to be true before UAT is done?

The customer's testers have worked through the requirements list, defects are triaged daily against the published S1–S4 severity definitions, and there are no open S1 or S2 defects. That is the Stage 8 gate requirement.

+What happens to a requirement standard Momentum AMP configuration cannot meet?

It goes down the custom-development branch: requested during Discovery (Stage 4), assessed and costed by Engineering Authority's engineering team through Stage 5 with a written scope and signed approval, then built, implemented and tested through Stage 8, merging back into the main line before go-live.

+Who is accountable for each stage?

Exactly one person is accountable per stage — the full stage-by-stage RACI is on the Who does what page. Stage 1 is an internal signed handoff record; customer signatures occur at Stages 5, 7, 8 and 10.