====== Support ====== [[https://support.osageschools.org|School of the Osage Support]] School of the Osage utilizes [[https://osticket.com|osTicket]] for support ticketing. ====== Prioritization ====== ==== Priority Matrix ==== Urgency - How quickly does the fault need to be resolved? Impact - Severity of the fault. How many users are affected? ^ ^ | ^ Impact ||| ^ ^ | ^ High ^ Medium ^ Low ^ | | | | System Wide: Business Unit, Department, Location | Multiple Users - Number of Users | Single User | ^ Urgency ^ High | Can no longer perform primary work functions | Emergency | High | Medium | | ::: ^ Medium | Work functions impaired; workaround in place | High | Medium | Low | | ::: ^ Low | Inconvenient | Medium | Low | Low | ==== Service Level Agreements (SLA) ====