{"id":97472,"date":"2018-10-04T10:02:29","date_gmt":"2018-10-04T17:02:29","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=97472"},"modified":"2020-11-13T12:59:45","modified_gmt":"2020-11-13T20:59:45","slug":"purecloud-services-and-support","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/fr-fr\/platform\/purecloud-services-and-support","title":{"rendered":"Services et support Genesys Cloud"},"content":{"rendered":"

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Support et Services Genesys Cloud<\/h1>\n

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Satisfaction et r\u00e9ussite garanties<\/h2>\n

La plateforme de centre de contact Genesys Cloud est con\u00e7ue et test\u00e9e pour fonctionner au plus haut niveau, avec une architecture stable et une restauration rapide. Mais en cas de probl\u00e8me, il existe plusieurs fa\u00e7ons d’obtenir l’aide et le support dont vous avez besoin.<\/p>\n

Poursuivez votre lecture et d\u00e9couvrez comment lancer l’am\u00e9lioration de votre taux de recommandation net (NPS).<\/p>\n

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Obtenez l’aide dont vous avez besoin<\/h3>\n

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En ligne<\/h4>\n

Help.MyPureCloud.com<\/a><\/p>\n

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Par t\u00e9l\u00e9phone<\/h4>\n

01 84 88 49 52<\/p>\n

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Portail\u00a0Web Assistance<\/h4>\n

Consulter le portail<\/a><\/p>\n

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Chaque probl\u00e8me a sa solution<\/h3>\n

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D\u00e9finition des niveaux de gravit\u00e9<\/h4>\n

Les appels de rapports de panne sont class\u00e9s par ordre de priorit\u00e9 et trait\u00e9s en fonction de leur niveau de gravit\u00e9, attribu\u00e9 par l’\u00e9quipe du support technique d\u00e8s r\u00e9ception d’une demande. L’\u00e9quipe du support r\u00e9pond \u00e0 chaque ticket selon les temps de r\u00e9ponse cibles initiaux et trouvera une solution dans les d\u00e9lais de restauration cibles.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2″][vc_column_text]<\/p>\n

Disponibilit\u00e9 garantie<\/h4>\n

Le support est disponible 24\u00a0h\/24, 7\u00a0j\/7, et emploie tous les moyens commercialement raisonnables pour offrir une disponibilit\u00e9 \u00e0 100\u00a0%, sauf pour\u00a0: (i) les temps d’arr\u00eat occasionnels pr\u00e9vus pendant les heures creuses (pour lesquels vous recevrez un pr\u00e9avis)\u00a0; ou (ii) toute indisponibilit\u00e9 caus\u00e9e par des circonstances ind\u00e9pendantes de notre volont\u00e9.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb gap=\u00a0\u00bb10″][vc_column_inner][vc_column_text]<\/p>\n

Niveaux de gravit\u00e9 et temps de traitement<\/h3>\n

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Impact critique (code rouge)<\/h4>\n

Vous rencontrez un probl\u00e8me s\u00e9rieux qui vous emp\u00eache d’accomplir une fonction m\u00e9tier critique. Aucun moyen de contourner la panne.<\/p>\n

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Le d\u00e9lai moyen de restauration de Genesys Cloud est de 4 heures.<\/strong><\/p>\n

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Impact \u00e9lev\u00e9<\/h4>\n

Vous pouvez r\u00e9aliser vos t\u00e2ches professionnelles, mais avec des performances d\u00e9t\u00e9rior\u00e9es, voire extr\u00eamement limit\u00e9es.<\/p>\n

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Le d\u00e9lai moyen de restauration de la plateforme Genesys Cloud est de deux (2) jours.<\/strong><\/p>\n

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Impact moyen<\/h4>\n

Vous rencontrez des perturbations minimales de votre activit\u00e9, mais certaines fonctions ou proc\u00e9dures non critiques sont difficiles, voire impossibles \u00e0 utiliser. Il est possible de contourner le probl\u00e8me.<\/p>\n

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Le d\u00e9lai moyen de restauration de la plateforme Genesys Cloud est de cinq (5) jours.<\/strong><\/p>\n

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Impact faible<\/h4>\n

L’impact sur le syst\u00e8me est minime. Les probl\u00e8mes concernent certaines questions et fonctionnalit\u00e9s non critiques.<\/p>\n

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Mises \u00e0 jour continues avec HAE fournie si disponible.<\/strong><\/p>\n

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Services professionnels pour vos besoins<\/h3>\n

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Autonomie gr\u00e2ce aux ressources en ligne<\/h4>\n

Si vous voulez \u00eatre op\u00e9rationnel sans assistance, les supports de formation autonomes<\/a>, qui incluent des modules de formation en ligne et des \u00e9v\u00e8nements d’accompagnement bas\u00e9s sur le Web, peuvent vous aider.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\u00a0\u00bb1\/4″]

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Services Premier\u00a0Success<\/h4>\n

Soyez rassur\u00e9, le support t\u00e9l\u00e9phonique d’urgence 24\u00a0h\/24, 7\u00a0j\/7, la file d’attente prioritaire du support, les \u00e9v\u00e8nements d’accompagnement et les webinaires avec des sessions de questions-r\u00e9ponses en direct sont l\u00e0 pour vous aider. Travaillez avec un gestionnaire de services d\u00e9di\u00e9 et une \u00e9quipe du support technique affect\u00e9e.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\u00a0\u00bb1\/4″]

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Catalogue de jetons de service<\/h4>\n

Achetez des lots de jetons directement sur la plateforme Genesys Cloud, puis utilisez-les imm\u00e9diatement ou gardez-les pour de futurs besoins de services. Utilisez votre support pour tout probl\u00e8me, des conseils r\u00e9seau \u00e0 la configuration d’int\u00e9gration.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\u00a0\u00bb1\/4″]

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\u00c9cosyst\u00e8me partenaire<\/h4>\n

Trouvez chaussure \u00e0 votre pied parmi les divers partenaires Genesys Cloud dans le R\u00e9pertoire des partenaires<\/a>. Le bon fournisseur peut vous aider \u00e0 acheter, mettre en \u009cuvre, entretenir, prendre en charge et ajouter de la valeur \u00e0 votre impl\u00e9mentation Genesys Cloud.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb disable_element=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1551287958578{background-color: #f3f3f3 !important;}\u00a0\u00bb][vc_row][vc_column]

\"\"<\/div><\/div><\/div><\/div>

The documentation on the PureCloud Online Help center, combined with its web portal, phone support and developer forum give us fast, easy and convenient ways to get more out of the system.<\/p>

Shafique Adatia, Team Lead, System Administrator, Vivonet<\/p> <\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section disable_element=\u00a0\u00bbyes\u00a0\u00bb][vc_row][vc_column][vc_column_text]<\/p>\n

En savoir plus sur…<\/h3>\n

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Genesys Connect<\/h5>

Accro\u00eetre l'engagement client gr\u00e2ce \u00e0 la plateforme exp\u00e9rience client flexible et tout-en-un Genesys Connect<\/p><\/a><\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbsection_header\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1532973566467{background-image: url(https:\/\/www.genesys.com\/media\/e2840feb-purecloud-v1.png?id=83898) !important;}\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column][vc_column_text] Support et Services Genesys Cloud [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbcta-bar\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_row full_width=\u00a0\u00bbstretch_row\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb el_class=\u00a0\u00bbmobile-reverse\u00a0\u00bb][vc_column][vc_column_text] Satisfaction et r\u00e9ussite garanties La plateforme de centre de contact Genesys Cloud est con\u00e7ue et test\u00e9e pour fonctionner au plus haut niveau, avec une architecture […]<\/p>\n","protected":false},"author":13,"featured_media":84647,"parent":78185,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-97472","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/97472","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/comments?post=97472"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/97472\/revisions"}],"predecessor-version":[{"id":352859,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/97472\/revisions\/352859"}],"up":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/78185"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/84647"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=97472"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}