{"id":348,"date":"2025-06-13T16:24:19","date_gmt":"2025-06-13T16:24:19","guid":{"rendered":"https:\/\/aurality.com\/?page_id=348"},"modified":"2025-06-13T16:26:35","modified_gmt":"2025-06-13T16:26:35","slug":"premier-service-level-agreement","status":"publish","type":"page","link":"https:\/\/www.aurality.com\/fr\/premier-service-level-agreement\/","title":{"rendered":"Accord de niveau de service Premier"},"content":{"rendered":"<style>.t-c{max-width: 40rem;margin: 0 auto;padding: 4rem 0;}<\/style><section class=\"t-c\"><div class=\"container\">\n\n\n\n<h1 class=\"wp-block-heading\"><strong>Accord de niveau de service Premier<\/strong><\/h1>\n\n\n\n<p><strong>Description du service :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Niveau de garantie standard :<\/strong>\u00a0(Inclus pendant 1 an \u00e0 partir de la date d'achat originale)\u00a0<\/li>\n<\/ul>\n\n\n\n<p>Propose des services de d\u00e9pannage \u00e0 distance, d'assistance par t\u00e9l\u00e9phone, par chat et par courrier \u00e9lectronique, de correction de bogues logiciels et de r\u00e9paration de mat\u00e9riel (\u00e0 l'exception des dommages physiques). Les frais d'exp\u00e9dition vers le centre de r\u00e9paration sont \u00e0 la charge des clients.&nbsp; &nbsp;<strong><em>Aucune extension de garantie standard n'est propos\u00e9e au-del\u00e0 de la garantie initiale d'un an.<\/em><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Contrat d'assistance Premium (niveau 2) : <\/strong>($200 par mois sur la base d'un abonnement ou $2000 par an en pr\u00e9paiement. Comprend tous les services du niveau de garantie standard avec les am\u00e9liorations suivantes : <strong><em>L'assistance Premium peut \u00eatre \u00e9tendue pour un maximum de 4 ans au-del\u00e0 de la garantie standard. (5 ans au total)<\/em><\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Service am\u00e9lior\u00e9 de r\u00e9paration du mat\u00e9riel - \"Hot Swap\" :<\/strong>\u00a0R\u00e9paration acc\u00e9l\u00e9r\u00e9e avec envoi d'un scanner reconditionn\u00e9 dans les 24 heures suivant l'\u00e9mission du RMA et la confirmation de la r\u00e9exp\u00e9dition du scanner endommag\u00e9. Le client paie les frais d'exp\u00e9dition du scanner endommag\u00e9 et Aurality prend en charge les frais de retour du scanner de remplacement.\u00a0\u00a0\u00a0<\/li>\n\n\n\n<li><strong>\"Drop Coverage\" - Remplacement des dommages physiques :<\/strong>\u00a0Offre un scanner de remplacement unique en cas de dommages physiques accidentels, sous r\u00e9serve d'une franchise de $2 500. Limit\u00e9 \u00e0 un remplacement par p\u00e9riode de 12 mois.\u00a0\u00a0\u00a0<\/li>\n\n\n\n<li><strong>Nouvelles versions du logiciel :<\/strong>\u00a0Les clients ont acc\u00e8s \u00e0 toutes les nouvelles fonctionnalit\u00e9s du logiciel pendant la dur\u00e9e de l'accord.\u00a0\u00a0\u00a0<\/li>\n\n\n\n<li><strong>10% Remise sur les pi\u00e8ces et accessoires :<\/strong>\u00a0Les clients b\u00e9n\u00e9ficient d'une remise de 10% sur les pi\u00e8ces et accessoires.\u00a0\u00a0\u00a0<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p><strong>Heures de service :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les deux niveaux offrent les m\u00eames heures de service : Remote Support Troubleshooting (du lundi au vendredi, de 9 h 15 \u00e0 16 h 45, heure de l'Est) et disponibilit\u00e9 24 heures sur 24 et 7 jours sur 7 pour soumettre des demandes d'assistance par chat et par courrier \u00e9lectronique, avec des r\u00e9ponses pendant les heures de d\u00e9pannage.\u00a0\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<p><strong>Objectifs de niveau de service :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Temps de r\u00e9ponse initial :<\/strong>\u00a0Identique pour les deux niveaux. Assistance par chat dans un d\u00e9lai d'une heure ouvrable et assistance par courrier \u00e9lectronique dans un d\u00e9lai de deux heures ouvrables pendant les heures de service. Assistance \u00e0 distance pour le d\u00e9pannage de la connexion initiale dans les 4 heures ouvrables pendant les heures de service apr\u00e8s le contact initial et la qualification du probl\u00e8me. Les corrections de bogues logiciels sont trait\u00e9es en temps utile.\u00a0\u00a0\u00a0<\/li>\n\n\n\n<li><strong>R\u00e9parations mat\u00e9rielles :<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Niveau de garantie standard :<\/strong>\u00a0Le d\u00e9lai d'ex\u00e9cution du diagnostic de r\u00e9paration est de 3 jours ouvrables \u00e0 compter de la r\u00e9ception du mat\u00e9riel. Le d\u00e9lai de r\u00e9paration du mat\u00e9riel est de 10 jours ouvrables apr\u00e8s le diagnostic.\u00a0\u00a0\u00a0<\/li>\n\n\n\n<li><strong>Contrat d'assistance Premium (niveau 2) :<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>Service \"Hot Swap\" :<\/strong>\u00a0Exp\u00e9dition du scanner reconditionn\u00e9 dans les 24 heures suivant l'\u00e9mission du RMA et la confirmation de l'envoi du scanner endommag\u00e9 (hors week-ends et jours f\u00e9ri\u00e9s, sous r\u00e9serve de disponibilit\u00e9). Le d\u00e9lai d'ex\u00e9cution du diagnostic de r\u00e9paration du scanner endommag\u00e9 retourn\u00e9 est de 2 jours ouvrables \u00e0 compter de la r\u00e9ception. Le d\u00e9lai de r\u00e9paration du mat\u00e9riel (si le remplacement \u00e0 chaud n'est pas utilis\u00e9) est le meilleur possible dans les 5 jours ouvrables suivant le diagnostic.\u00a0\u00a0\u00a0<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p><strong>Responsabilit\u00e9s du client :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les deux niveaux partagent des responsabilit\u00e9s telles que la fourniture d'informations exactes, la coop\u00e9ration avec l'assistance, la garantie d'un environnement stable et le respect des instructions.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Accord d'assistance Premium (niveau 2) Sp\u00e9cificit\u00e9s :<\/strong>\u00a0Les clients doivent exp\u00e9dier rapidement le scanner endommag\u00e9 dans le cadre d'un \u00e9change \u00e0 chaud et payer les frais d'exp\u00e9dition \u00e0 Aurality. Pour le \"Drop Coverage\", ils doivent notifier le support des dommages, fournir des d\u00e9tails et des preuves, et payer la franchise. Pour les r\u00e9parations standard dans le cadre du niveau Premium (si l'\u00e9change \u00e0 chaud n'est pas utilis\u00e9), le client est responsable des frais d'exp\u00e9dition vers le d\u00e9p\u00f4t.\u00a0\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<p><strong>Exclusions :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les deux niveaux excluent les dommages physiques (\u00e0 l'exception de ceux couverts par la garantie contre les chutes dans le niveau Premium), les consommables, l'assistance sur site, la formation au-del\u00e0 de l'installation initiale, les produits\/logiciels tiers, les services en dehors des heures d'ouverture et la p\u00e9riode de garantie standard.\u00a0\u00a0\u00a0<\/li>\n\n\n\n<li><strong>Accord d'assistance Premium (niveau 2) Exclusions sp\u00e9cifiques :<\/strong>\u00a0La \"Drop Coverage\" ne couvre pas les dommages intentionnels ou les dommages esth\u00e9tiques qui n'affectent pas le fonctionnement de l'appareil. Aurality peut limiter le service \"Hot Swap\" en cas de suspicion d'abus. Une franchise s'applique \u00e0 chaque remplacement \"Drop Coverage\".<\/li>\n<\/ul>\n\n\n\n<\/div><section>","protected":false},"excerpt":{"rendered":"<p>Premier Service Level Agreement Description du service : Offre un service de d\u00e9pannage \u00e0 distance, une assistance par t\u00e9l\u00e9phone, par chat et par courrier \u00e9lectronique, des corrections de bogues logiciels et des r\u00e9parations mat\u00e9rielles (\u00e0 l'exception des dommages physiques). Les frais d'exp\u00e9dition vers le centre de r\u00e9paration sont \u00e0 la charge du client.   Aucune extension de garantie standard n'est propos\u00e9e au-del\u00e0 de la garantie initiale d'un an. Heures de service : Objectifs de niveau de service : Responsabilit\u00e9s du client : Responsabilit\u00e9s du client : Exclusions :<\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-348","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Premier Service Level Agreement - Aurality<\/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:\/\/www.aurality.com\/fr\/premier-service-level-agreement\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Premier Service Level Agreement - Aurality\" \/>\n<meta property=\"og:description\" content=\"Premier Service Level Agreement Service Description: Offers remote support troubleshooting, phone, chat, and email support, software bug fixes, and hardware repairs (excluding physical damage). 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