{"id":2685,"date":"2025-11-18T14:55:52","date_gmt":"2025-11-18T14:55:52","guid":{"rendered":"https:\/\/vysoft.eu\/support\/"},"modified":"2025-11-19T10:18:49","modified_gmt":"2025-11-19T10:18:49","slug":"support","status":"publish","type":"page","link":"https:\/\/vysoft.eu\/fr\/support\/","title":{"rendered":"Support"},"content":{"rendered":"\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

\u00c9tendue du support et
d\u00e9lais de r\u00e9ponse\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\u00c9tendue du support<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
Produits et services inclus :<\/div>

  • Le support vysoft est disponible pour les produits vysoft en tant qu’interlocuteur pour les Application Owners d\u00e9sign\u00e9s (pour les demandes sp\u00e9cifiques \u00e0 l’application) ou le service informatique (pour les demandes concernant l’infrastructure) du c\u00f4t\u00e9 du client.<\/p><\/div><\/li>

  • Le support n’est pas bas\u00e9 sur l’effort, dans la mesure o\u00f9 un accord de maintenance et de support correspondant a \u00e9t\u00e9 conclu dans le cadre de la commande.<\/p><\/div><\/li><\/ul>

    D\u00e9limitation :<\/div>

    • Les technologies qui ne proviennent pas de vysoft et qui ne sont pas des composants de l’installation livr\u00e9e ne sont pas prises en charge par le support vysoft.<\/p><\/div><\/li><\/ul><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

      \n\t\t\t\t\t
      \n\t\t\t\t
      \n\t\t\t\t
      \n\t\t\t\t\t
      Horaires de support<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
      \n\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t

      Le support vysoft est disponible les jours ouvrables de 9h00 \u00e0 18h00.<\/p><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

      \n\t\t\t\t\t
      \n\t\t\t\t
      \n\t\t\t\t
      \n\t\t\t\t\t
      Niveau de gravit\u00e9 et d\u00e9lais de r\u00e9ponse<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
      \n\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t
      Le d\u00e9lai de r\u00e9ponse initial correspond \u00e0 la p\u00e9riode entre la soumission de la demande de support et le moment o\u00f9 vous \u00eates contact\u00e9 par un employ\u00e9 du support vysoft et o\u00f9 ce dernier commence \u00e0 traiter votre demande de support. Ce d\u00e9lai de r\u00e9ponse varie en fonction du niveau de gravit\u00e9 des cons\u00e9quences du probl\u00e8me sur l’activit\u00e9. <\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
      \n\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t
      NIVEAU DE GRAVIT\u00c9<\/th>DUR\u00c9E JUSQU’\u00c0 LA PREMI\u00c8RE R\u00c9ACTION<\/th>OBLIGATION DE COLLABORATION DU CLIENT<\/th><\/tr><\/thead>
      A<\/div>

      Atteinte grave (l’application n’est pas disponible ou n’est pas disponible pour les saisies, caus\u00e9e par une erreur dans le logiciel)<\/p><\/div><\/td>

      < 1 heure<\/div><\/td>
      • Confirmation du niveau de gravit\u00e9<\/li>
      • Disponibilit\u00e9 illimit\u00e9e<\/li>
      • Collaboration continue jusqu’\u00e0 la r\u00e9solution du probl\u00e8me<\/li><\/ul><\/div><\/td><\/tr>
      B<\/div>
      Atteinte mod\u00e9r\u00e9e (l’application est disponible, mais les r\u00e9servations de ressources ne sont pas possibles en raison d’une erreur dans le logiciel)<\/div><\/td>
      < 4 heures<\/div><\/td>
      • Confirmation du niveau de gravit\u00e9<\/li>
      • Disponibilit\u00e9 illimit\u00e9e<\/li>
      • Collaboration continue jusqu’\u00e0 la r\u00e9solution du probl\u00e8me<\/li><\/ul><\/div><\/td><\/tr>
      C<\/div>
      Atteinte minimale<\/div><\/td>
      < 8 heures ou le jour ouvrable suivant<\/div><\/td>
      • Confirmation du niveau de gravit\u00e9<\/li>
      • Disponibilit\u00e9 pendant les heures de support<\/li>
      • Collaboration continue jusqu’\u00e0 la r\u00e9solution du probl\u00e8me<\/li><\/ul><\/div><\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

        \u00c9tendue du support et d\u00e9lais de r\u00e9ponse \u00c9tendue du support Produits et services inclus : Le support vysoft est disponible […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"enabled","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-2685","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/pages\/2685","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/comments?post=2685"}],"version-history":[{"count":3,"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/pages\/2685\/revisions"}],"predecessor-version":[{"id":2948,"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/pages\/2685\/revisions\/2948"}],"wp:attachment":[{"href":"https:\/\/vysoft.eu\/fr\/wp-json\/wp\/v2\/media?parent=2685"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}