{"id":7710,"date":"2021-03-18T10:05:22","date_gmt":"2021-03-18T10:05:22","guid":{"rendered":"https:\/\/sofialocks.com\/accord-sur-les-niveaux-de-service\/"},"modified":"2023-07-17T14:40:45","modified_gmt":"2023-07-17T14:40:45","slug":"accord-sur-les-niveaux-de-service","status":"publish","type":"page","link":"https:\/\/sofialocks.com\/fr\/accord-sur-les-niveaux-de-service\/","title":{"rendered":"Accord de niveau de service"},"content":{"rendered":"\n<div class=\"wp-block-columns ticss-6af6ff8b is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column ticss-0b7286d1 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"content\">\n     \n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">1. Description des services couverts<\/h2>\n                    <p class=\"largeParagraph\">Cet engagement sur les niveaux de service et d&rsquo;assistance (\u00ab\u00a0SLA\u00a0\u00bb) couvre les niveaux de service suivants en relation avec le service d&rsquo;abonnement : disponibilit\u00e9, assistance pour la r\u00e9ponse aux probl\u00e8mes, assistance pour la r\u00e9solution des probl\u00e8mes et performance du syst\u00e8me. D\u00e9finitions<\/p>\n                    <ul>\n                      <li>\u00a0\u00bb Fonction\/Fonctionnalit\u00e9 \u00a0\u00bb d\u00e9signe une caract\u00e9ristique ou une fonctionnalit\u00e9 mat\u00e9rielle d\u00e9crite dans les sp\u00e9cifications du service d&rsquo;abonnement.<\/li><li>\u00ab\u00a0Temps de fonctionnement programm\u00e9\u00a0\u00bb signifie toutes les heures (c&rsquo;est-\u00e0-dire 24 x 7 x 365).<\/li><li>\u00a0\u00bb Disponibilit\u00e9 du Service d&rsquo;Abonnement \u00a0\u00bb d\u00e9signe le pourcentage de temps pendant lequel le Service d&rsquo;Abonnement est en service et enti\u00e8rement disponible pour l&rsquo;acc\u00e8s et la saisie de donn\u00e9es par le Client, et est calcul\u00e9 comme suit : pour chaque mois, le montant global du temps de fonctionnement r\u00e9el exprim\u00e9 en pourcentage du temps de fonctionnement programm\u00e9 (c&rsquo;est-\u00e0-dire Disponibilit\u00e9 du Service d&rsquo;Abonnement = Temps de fonctionnement r\u00e9el\/Temps de fonctionnement programm\u00e9). Lorsque le Service d&rsquo;Abonnement n&rsquo;est pas en service et n&rsquo;est pas enti\u00e8rement disponible pour l&rsquo;acc\u00e8s et la saisie de donn\u00e9es par le Client, le Service d&rsquo;Abonnement sera consid\u00e9r\u00e9 comme \u00ab\u00a0Non disponible\u00a0\u00bb tel que ce terme est utilis\u00e9 dans le tableau de la section 3 ci-dessous.<\/li>\n                    <\/ul>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">2. Niveaux de service de r\u00e9ponse et de r\u00e9solution<\/h2>\n                    <p class=\"largeParagraph\">Les cr\u00e9dits de niveau de service ne seront dus par Sofia Locks au client que si Sofia Locks ne parvient pas \u00e0 atteindre les seuils de disponibilit\u00e9 du service \u00e9nonc\u00e9s \u00e0 la section 3 ci-dessous.<\/p>\n\n                    <table class=\"SO_largeTable\">\n                      <tbody><tr class=\"tableHeader\">\n                        <td>\n  Service\n                        <\/td>\n                        <td>\n  Niveau de service\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n  Disponibilit\u00e9 du service d&rsquo;abonnement\n                        <\/td>\n                        <td>\n  95,00% du temps de fonctionnement pour les h\u00f4tes et les gestionnaires (sur une base mensuelle).<br\/>99,00% de temps de disponibilit\u00e9 pour les invit\u00e9s (sur une base mensuelle)\n                        <\/td>\n                      <\/tr>\n                    <\/tbody><\/table>\n\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">3. Niveaux de service pour la r\u00e9ponse et la r\u00e9solution des probl\u00e8mes<\/h2>\n                    <p class=\"largeParagraph\">Sofia Locks r\u00e9pondra aux probl\u00e8mes identifi\u00e9s par le client et les r\u00e9soudra comme indiqu\u00e9 dans le tableau ci-dessous. En outre, une fois qu&rsquo;un probl\u00e8me a \u00e9t\u00e9 signal\u00e9, pendant la p\u00e9riode au cours de laquelle Sofia Locks cherche \u00e0 r\u00e9soudre ce probl\u00e8me, les signalements suppl\u00e9mentaires du m\u00eame probl\u00e8me ne relancent pas la p\u00e9riode de r\u00e9solution de ce probl\u00e8me.<\/p>\n\n                    <table class=\"SO_largeTable\">\n                      <tbody><tr class=\"tableHeader\">\n                        <td>\n  Niveau de gravit\u00e9 du probl\u00e8me\n                        <\/td>\n                        <td>\n  Temps de r\u00e9ponse Niveau de service\n                        <\/td>\n                        <td>\n  Temps de r\u00e9solution Niveau de service\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n  Niveau 1 : Une fonction est indisponible et emp\u00eache l&rsquo;acc\u00e8s \u00e0 la salle ou au b\u00e2timent pour toutes les accr\u00e9ditations et configurations d\u00e9j\u00e0 pr\u00e9sentes dans le syst\u00e8me.\n                        <\/td>\n                        <td>\n  Sofia Locks r\u00e9pondra aux probl\u00e8mes de niveau 1 et les ing\u00e9nieurs principaux de Sofia Locks commenceront \u00e0 s&rsquo;efforcer de les r\u00e9soudre dans les 30 minutes suivant le signalement du probl\u00e8me par le client ou la d\u00e9tection du probl\u00e8me par Sofia Locks, selon la premi\u00e8re \u00e9ventualit\u00e9.\n                        <\/td>\n                        <td>\n  Sofia Locks d\u00e9ploiera des efforts commercialement raisonnables, vingt-quatre (24) heures par jour, sept (7) jours par semaine, pour r\u00e9soudre aussi rapidement que possible ou fournir au client une solution de contournement acceptable pour le probl\u00e8me de niveau 1 applicable.\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n  Niveau 2 : Une fonction est indisponible mais n&#8217;emp\u00eache pas d&rsquo;acc\u00e9der \u00e0 la salle ou au b\u00e2timent pour toutes les accr\u00e9ditations et configurations d\u00e9j\u00e0 pr\u00e9sentes dans le syst\u00e8me.\n                        <\/td>\n                        <td>\n  Sofia Locks r\u00e9pondra aux probl\u00e8mes de niveau 2 et commencera \u00e0 s&rsquo;efforcer de les r\u00e9soudre au plus tard huit (8) heures ouvrables apr\u00e8s que le client a signal\u00e9 le probl\u00e8me ou que Sofia Locks l&rsquo;a d\u00e9tect\u00e9, selon la premi\u00e8re \u00e9ventualit\u00e9.\n                        <\/td>\n                        <td>\n  Sofia Locks fera des efforts commercialement raisonnables, pendant les heures de bureau normales, pour r\u00e9soudre ou fournir \u00e0 l&rsquo;abonn\u00e9 une solution acceptable pour le probl\u00e8me de niveau 2 dans les sept (7) jours ouvrables apr\u00e8s que le client ait signal\u00e9 ce probl\u00e8me ou que Sofia Locks ait d\u00e9tect\u00e9 ce probl\u00e8me, selon la premi\u00e8re \u00e9ventualit\u00e9.\n                        <\/td>\n                      <\/tr>\n                      <tr>\n                        <td>\n  Niveau 3 : Une fonction est alt\u00e9r\u00e9e mais n&#8217;emp\u00eache pas d&rsquo;acc\u00e9der \u00e0 la salle ou au b\u00e2timent pour toutes les accr\u00e9ditations et configurations d\u00e9j\u00e0 pr\u00e9sentes dans le syst\u00e8me.\n                        <\/td>\n                        <td>\n  Sofia Locks r\u00e9pondra aux probl\u00e8mes de niveau 3 dans un d\u00e9lai de cent vingt (120) heures pour les abonn\u00e9s \u00e0 Enterprise Support, apr\u00e8s que le client ait signal\u00e9 le probl\u00e8me ou que Sofia Locks ait d\u00e9tect\u00e9 le probl\u00e8me, selon la premi\u00e8re \u00e9ventualit\u00e9.\n                        <\/td>\n                        <td>\n  Sofia Locks r\u00e9soudra ou fournira au client un contournement raisonnablement acceptable pour le probl\u00e8me de niveau 3 dans les soixante (60) jours ouvrables apr\u00e8s que le client ait signal\u00e9 ce probl\u00e8me ou que Sofia Locks ait d\u00e9tect\u00e9 ce probl\u00e8me, selon la premi\u00e8re \u00e9ventualit\u00e9. Sofia Locks fournira un correctif permanent dans la prochaine mise \u00e0 jour.\n                        <\/td>\n                      <\/tr>\n                    <\/tbody><\/table>\n\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n          <div class=\"container-fluid SO_row SO_half_row\">\n            <div class=\"row\">\n              <div class=\"col-md-9\">\n                <div class=\"verticalCenter\">\n                  <div class=\"textContainer\">\n                    <h2 class=\"displayText\">4. Cr\u00e9dits de niveau de service<\/h2>\n                    <p class=\"largeParagraph\">4.1 Le tableau ci-dessous pr\u00e9sente les cr\u00e9dits de niveau de service auxquels le client aura droit. Afin d&rsquo;avoir droit \u00e0 des cr\u00e9dits de niveau de service, le client doit fournir \u00e0 Sofia Locks une notification \u00e9crite au plus tard \u00e0 la fin de la p\u00e9riode pendant laquelle la violation s&rsquo;est produite :<\/p>\n\n                      <table class=\"SO_largeTable\">\n                        <tbody>\n                          <tr class=\"tableHeader\">\n                            <td colspan=\"1\" rowspan=\"2\" style=\"max-width: 300px;\">\n  Le temps total pendant lequel le Service d&rsquo;abonnement est indisponible au cours d&rsquo;un mois civil est sup\u00e9rieur \u00e0&#8230;\n                            <\/td>\n                            <td colspan=\"3\" rowspan=\"1\">\n  OU Temps de r\u00e9ponse (au moins une fois dans le mois) Plus de&#8230;\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"2\">\n  ALORS le cr\u00e9dit de niveau de service de &#8230;\n                            <\/td>\n                          <\/tr>\n                          \n                          <tr>\n                            <td colspan=\"1\" rowspan=\"1\">\n  Niveau 1\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  Niveau 2\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  Niveau 3\n                            <\/td>\n                          <\/tr>\n                          <tr class=\"centeredRow\">\n                            <td colspan=\"1\" rowspan=\"1\">\n  10% du SLA\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  1 heure\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  8 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  72 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  5%\n                            <\/td>\n                          <\/tr>\n                          <tr class=\"centeredRow\">\n                            <td colspan=\"1\" rowspan=\"1\">\n  20% du SLA\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  2 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  16 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  96 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  10%\n                            <\/td>\n                          <\/tr>\n                          <tr class=\"centeredRow\">\n                            <td colspan=\"1\" rowspan=\"1\">\n  30% du SLA\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  4 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  120 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  120 heures\n                            <\/td>\n                            <td colspan=\"1\" rowspan=\"1\">\n  15%\n                            <\/td>\n                          <\/tr>\n                        <\/tbody>\n                      <\/table>\n\n                    <p class=\"largeParagraph\">4.2 Les cr\u00e9dits de niveau de service seront appliqu\u00e9s au prochain paiement d\u00fb \u00e0 Sofia Locks pour les services d&rsquo;abonnement.<br\/>4.3 Sofia Locks surveillera sa performance r\u00e9elle du service d&rsquo;abonnement par rapport \u00e0 ces niveaux de service. Sofia devra informer le Client en cas de non-respect du SLA.<br\/>4.4 La maintenance programm\u00e9e ne sera pas prise en compte dans le calcul du SLA. Sofia Locks informera le client d&rsquo;une maintenance programm\u00e9e deux semaines avant pour une maintenance ordinaire et 24 heures avant pour une maintenance extraordinaire (par exemple, des bugs de s\u00e9curit\u00e9 de type \u00ab\u00a0zero day\u00a0\u00bb).<br\/>4.5 Si un seul incident donne lieu \u00e0 une violation de plusieurs niveaux de service, comme d\u00e9termin\u00e9 par Sofia Locks selon son jugement raisonnable, le client n&rsquo;aura droit qu&rsquo;\u00e0 un cr\u00e9dit de niveau de service pour la violation associ\u00e9e au cr\u00e9dit de niveau de service le plus important.<\/p>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n\n        <\/div> <!-- content -->\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:10vh\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>1. Description des services couverts Cet engagement sur les niveaux de service et d&rsquo;assistance (\u00ab\u00a0SLA\u00a0\u00bb) couvre les niveaux de service suivants en relation avec le service d&rsquo;abonnement : disponibilit\u00e9, assistance pour la r\u00e9ponse aux probl\u00e8mes, assistance pour la r\u00e9solution des probl\u00e8mes et performance du syst\u00e8me. D\u00e9finitions \u00a0\u00bb Fonction\/Fonctionnalit\u00e9 \u00a0\u00bb d\u00e9signe une caract\u00e9ristique ou une fonctionnalit\u00e9&hellip;&nbsp;<a href=\"https:\/\/sofialocks.com\/fr\/accord-sur-les-niveaux-de-service\/\" rel=\"bookmark\">Lire la suite &raquo;<span class=\"screen-reader-text\">Accord de niveau de service<\/span><\/a><\/p>\n","protected":false},"author":4,"featured_media":6969,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_uag_custom_page_level_css":"","neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","_themeisle_gutenberg_block_has_review":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-7710","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Accord de niveau de service - Sofia part of ISEO<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sofialocks.com\/fr\/accord-sur-les-niveaux-de-service\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Accord de niveau de service - Sofia part of ISEO\" \/>\n<meta property=\"og:description\" content=\"1. Description des services couverts Cet engagement sur les niveaux de service et d&rsquo;assistance (\u00ab\u00a0SLA\u00a0\u00bb) couvre les niveaux de service suivants en relation avec le service d&rsquo;abonnement : disponibilit\u00e9, assistance pour la r\u00e9ponse aux probl\u00e8mes, assistance pour la r\u00e9solution des probl\u00e8mes et performance du syst\u00e8me. D\u00e9finitions \u00a0\u00bb Fonction\/Fonctionnalit\u00e9 \u00a0\u00bb d\u00e9signe une caract\u00e9ristique ou une fonctionnalit\u00e9&hellip;&nbsp;Lire la suite &raquo;Accord de niveau de service\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sofialocks.com\/fr\/accord-sur-les-niveaux-de-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Sofia part of ISEO\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-17T14:40:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sofialocks.com\/wp-content\/uploads\/2021\/03\/employee-1-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1570\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/\",\"url\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/\",\"name\":\"Accord de niveau de service - Sofia part of ISEO\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/sofialocks.com\\\/wp-content\\\/uploads\\\/2021\\\/03\\\/employee-1-scaled.jpg\",\"datePublished\":\"2021-03-18T10:05:22+00:00\",\"dateModified\":\"2023-07-17T14:40:45+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/#primaryimage\",\"url\":\"https:\\\/\\\/sofialocks.com\\\/wp-content\\\/uploads\\\/2021\\\/03\\\/employee-1-scaled.jpg\",\"contentUrl\":\"https:\\\/\\\/sofialocks.com\\\/wp-content\\\/uploads\\\/2021\\\/03\\\/employee-1-scaled.jpg\",\"width\":2560,\"height\":1570},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/accord-sur-les-niveaux-de-service\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Accord de niveau de service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/sofialocks.com\\\/fr\\\/\",\"name\":\"Sofia part of ISEO\",\"description\":\"Smart access. 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