====== 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) ====