{"component": "clause", "props": {"groups": [{"snippet": "Chaque besoin ou incident doit faire l\u2019objet de la cr\u00e9ation d\u2019un ticket aupr\u00e8s du support OUTSCALE. L\u2019ouverture de ce ticket avec l\u2019ensemble des informations requises est le pr\u00e9alable n\u00e9cessaire et le point de d\u00e9part pour \u00e9valuer le respect des engagements de OUTSCALE. Le calcul du d\u00e9lai de la Garantie de Temps d\u2019Intervention (GTI) est la diff\u00e9rence entre l\u2019horaire d\u2019ouverture du ticket par le CLIENT et la premi\u00e8re r\u00e9ponse du support OUTSCALE. Le calcul du d\u00e9lai de la Garantie de Temps de R\u00e9tablissement (GTR) est mesur\u00e9 entre l\u2019ouverture du ticket avec l\u2019ensemble des informations obligatoires \u00e0 fournir par le CLIENT et la r\u00e9solution de l\u2019incident par le support OUTSCALE. Le temps de r\u00e9ponse du CLIENT pour r\u00e9pondre \u00e0 une question du support OUTSCALE est d\u00e9duit du calcul du d\u00e9lai de la Garantie de Temps de R\u00e9tablissement (GTR). Un incident qui n\u2019est pas constat\u00e9 par l\u2019\u00e9quipe support OUTSCALE ne peut \u00eatre mesur\u00e9 que si le CLIENT apporte les \u00e9l\u00e9ments permettant de tracer une coupure ou une d\u00e9gradation de service. Les Garanties de Temps d\u2019Intervention (GTI) et les Garanties de Temps de R\u00e9tablissement (GTR) sont d\u00e9taill\u00e9es ci-dessous par s\u00e9v\u00e9rit\u00e9 d\u2019incident : 15 minutes 2 heures 1 (Majeure) Indisponibilit\u00e9 totale et durable d'un service : - Stockage Objet - FCU - API - R\u00e9seau - EIM Hors maintenance programm\u00e9e. 30 minutes 4 heures 2 (\u00c9lev\u00e9e) D\u00e9gradation d\u2019un service ou de la performance d'un service : - Stockage Objet - FCU - API - R\u00e9seau - EIM - Portail client - Outils pour lesquels une solution de contournement existe (exemple : Cockpit) 1 heure 48 heures ouvr\u00e9es (soit 6 jours) 3 (Mineure) Incident isol\u00e9, bug ou r\u00e9gression, demande d'analyse sur un incident CLIENT. En cas de demande qui ne rel\u00e8ve pas d\u2019un incident, le support Outscale traitera le ticket dans les meilleurs d\u00e9lais compatibles avec les horaires d\u2019ouverture du support, \u00e0 savoir de 8h \u00e0 20h du lundi au vendredi.", "snippet_links": [{"key": "la-garantie", "type": "clause", "offset": [292, 303]}, {"key": "temps-dintervention", "type": "clause", "offset": [307, 327]}, {"key": "le-client", "type": "clause", "offset": [394, 403]}, {"key": "garantie-de-temps-de-r\u00e9tablissement", "type": "clause", "offset": [473, 508]}, {"key": "informations-obligatoires", "type": "clause", "offset": [574, 599]}, {"key": "temps-de-r\u00e9ponse", "type": "clause", "offset": [683, 699]}, {"key": "les-garanties", "type": "clause", "offset": [1025, 1038]}, {"key": "heures-ouvr\u00e9es", "type": "definition", "offset": [1570, 1584]}, {"key": "horaires-douverture", "type": "clause", "offset": [1826, 1846]}], "samples": [{"hash": "hVIXwqsGtSP", "uri": "/fr/contracts/hVIXwqsGtSP#support", "label": "Service Agreement", "score": 35.135635376, "published": true}, {"hash": "940of4TR2lm", "uri": "/fr/contracts/940of4TR2lm#support", "label": "Service Agreement", "score": 34.5562782288, "published": true}, {"hash": "aDsbQS3yDkz", "uri": "/fr/contracts/aDsbQS3yDkz#support", "label": "Service Agreement", "score": 34.1272315979, "published": true}], "size": 8, "hash": "b8a69bbd07e8e2f8b77a1deccd77789a", "id": 1}, {"snippet": "10.1 In consideration of the fees paid by Buyer Supplier will:\n10.1.1 provide a maintenance service to Buyer on the Products as defined in clauses 10.2 and 10.3; and\n10.1.2 be responsible for the future development of the Products and in particular ensuring their continuing compatibility with subsequent versions of Buyer\u2019s product(s), throughout the term of this Agreement and the term of any Agreement signed between Buyer and its customers, which involve the provision of Products. For the avoidance of doubt this obligation shall continue and survive termination of this Agreement.\n10.2 Supplier will at no additional fee or sum for the period of three (3) years from date of written acceptance of the Products by \u2587\u2587\u2587\u2587\u2587:\n10.2.1 provide the warranties and representations in clause 8.1; and\n10.2.2 correct or procure the correction promptly, and no later than within five (5) days, of any failures of the Products to perform in accordance with the Order which are identified in writing by Buyer to Supplier. Any correction by Supplier shall be deemed to be a Product for the purposes of this Agreement and the Order. Supplier shall be responsible for all costs (including delivery and collection charges) and delays incurred by Supplier and Buyer in respect of any faulty Products or failure to meet Supplier\u2019s obligations under this Agreement or any Order.", "snippet_links": [], "samples": [{"hash": "5vIkd1Bp6id", "uri": "/fr/contracts/5vIkd1Bp6id#support", "label": "Terms and Conditions for the Purchase of Goods and Services", "score": 24.4466362, "published": true}, {"hash": "l6mXdyjPZAs", "uri": "/fr/contracts/l6mXdyjPZAs#support", "label": "Conditions G\u00e9n\u00e9rales D\u2019achat De Biens Et Services", "score": 22.8288841248, "published": true}, {"hash": "j3Q0cb89rSa", "uri": "/fr/contracts/j3Q0cb89rSa#support", "label": "Conditions G\u00e9n\u00e9rales d'Achat De Biens Et Services", "score": 22.7700214386, "published": true}], "size": 6, "hash": "086b61ca00ff9b6540cb765069494dc0", "id": 2}, {"snippet": "Pendant la dur\u00e9e du Service MCE, nous vous fournirons des Services de Support Technique Standard et de support Cloud. Les services de Support Technique Standard seront fournis conform\u00e9ment \u00e0 nos r\u00e8gles et proc\u00e9dures r\u00e9gissant le support technique alors en vigueur telles que disponibles \u00e0 l'adresse \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587. Dans le cadre du \"Cloud Support\", nos ing\u00e9nieurs du support Cloud fourniront une assistance continue pour vous aider \u00e0 maximiser les performances et l'agilit\u00e9 - et \u00e0 minimiser les co\u00fbts - de votre d\u00e9ploiement de MicroStrategy Cloud Platform, comme d\u00e9crit plus en d\u00e9tail dans le Guide du Service MCE.", "snippet_links": [{"key": "dur\u00e9e-du-service-mce", "type": "clause", "offset": [11, 31]}, {"key": "services-de-support-technique", "type": "clause", "offset": [58, 87]}, {"key": "les-services", "type": "clause", "offset": [118, 130]}, {"key": "cloud-platform", "type": "definition", "offset": [544, 558]}, {"key": "guide-du-service-mce", "type": "definition", "offset": [596, 616]}], "samples": [{"hash": "31iADj5JDD", "uri": "/fr/contracts/31iADj5JDD#support", "label": "Software License and Service Agreement", "score": 33.5042953491, "published": true}, {"hash": "jgZBHNMSpxl", "uri": "/fr/contracts/jgZBHNMSpxl#support", "label": "Software License and Service Agreement", "score": 32.3148117065, "published": true}, {"hash": "cOcEfJvViS8", "uri": "/fr/contracts/cOcEfJvViS8#support", "label": "Software License and Service Agreement", "score": 26.6386032104, "published": true}], "size": 5, "hash": "11513114ecd558cd699f38d9f6082e92", "id": 3}, {"snippet": "Flux des incidents", "snippet_links": [], "samples": [{"hash": "1EbzG6lQxA0", "uri": "/fr/contracts/1EbzG6lQxA0#support", "label": "Convention D\u2019utilisation", "score": 34.7486610413, "published": true}, {"hash": "5LV6OxCBO6k", "uri": "/fr/contracts/5LV6OxCBO6k#support", "label": "Convention D\u2019utilisation", "score": 33.9526062012, "published": true}, {"hash": "61jvZsGcPc8", "uri": "/fr/contracts/61jvZsGcPc8#support", "label": "Convention D\u2019utilisation", "score": 33.8623352051, "published": true}], "size": 3, "hash": "afbf3a44c1d448b47c60eaad85e92e96", "id": 4}, {"snippet": "Le support du Service Cloud est fourni conform\u00e9ment \u00e0 la Politique de support des Services SAP Cloud r\u00e9f\u00e9renc\u00e9e dans le Formulaire de commande. Les niveaux de support disponibles pour SAP Fieldglass sont SAP Enterprise Support ou SAP Preferred Success. SAP Preferred Care n'est pas disponible. SAP Fieldglass Enterprise Support (voir \u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587) fournit des services de support pour des questions d'ordre g\u00e9n\u00e9ral, des demandes de navigation syst\u00e8me, des probl\u00e8mes de d\u00e9pannage g\u00e9n\u00e9ral et la gestion des escalades de type P1. En outre, SAP Fieldglass Enterprise Support fournit des mises \u00e0 jour de version, des conseils concernant des programmes de haut niveau, des notes de version standard et des mises \u00e0 jour de feuilles de route de produit g\u00e9n\u00e9rales.", "snippet_links": [{"key": "service-cloud", "type": "definition", "offset": [14, 27]}, {"key": "formulaire-de-commande", "type": "definition", "offset": [120, 142]}, {"key": "services-de-support", "type": "definition", "offset": [378, 397]}, {"key": "jour-de", "type": "definition", "offset": [609, 616]}], "samples": [{"hash": "iPoX99EJEU9", "uri": "/fr/contracts/iPoX99EJEU9#support", "label": "Conditions Compl\u00e9mentaires", "score": 33.5590438843, "published": true}, {"hash": "bybVIfoZ0tH", "uri": "/fr/contracts/bybVIfoZ0tH#support", "label": "Conditions Compl\u00e9mentaires", "score": 33.1648597717, "published": true}], "size": 3, "hash": "0418a5e4543457c9034eff6f078bb883", "id": 5}, {"snippet": "Pendant la dur\u00e9e du pr\u00e9sent Contrat, et en contrepartie du paiement de la redevance de Service, Coservit s\u2019engage \u00e0 fournir les services de Support suivants:", "snippet_links": [{"key": "dur\u00e9e-du-pr\u00e9sent-contrat", "type": "clause", "offset": [11, 35]}, {"key": "paiement-de-la-redevance", "type": "clause", "offset": [59, 83]}, {"key": "services-de-support", "type": "definition", "offset": [128, 147]}], "samples": [{"hash": "jZ6W8EuWmUP", "uri": "/fr/contracts/jZ6W8EuWmUP#support", "label": "Service Agreement", "score": 23.1704311371, "published": true}], "size": 3, "hash": "91e83dc7311eff787406f16502925467", "id": 6}, {"snippet": "En ce qui concerne SAP Qualtrics for Supplier XM, la plateforme de communication privil\u00e9gi\u00e9e pour le support est \u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/\u2587\u2587\u2587\u2587\u2587\u2587\u2587/. Si SAP venait \u00e0 modifier la plateforme de communication, SAP en informera le Client via la page \u2587\u2587\u2587\u2587\u2587://\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/\u2587\u2587\u2587\u2587\u2587\u2587\u2587/. Tous les autres aspects du support sont fournis conform\u00e9ment \u00e0 la Politique de support pour les Services Cloud.", "snippet_links": [{"key": "le-client", "type": "clause", "offset": [223, 232]}, {"key": "services-cloud", "type": "clause", "offset": [377, 391]}], "samples": [{"hash": "h2Vd5KzN4fK", "uri": "/fr/contracts/h2Vd5KzN4fK#support", "label": "Conditions Compl\u00e9mentaires", "score": 32.4668312073, "published": true}], "size": 3, "hash": "673aa1689007b9a1af17cc49402b8335", "id": 7}, {"snippet": "2.1. Niveaux de gravit\u00e9 des demandes de support\n1. L\u2019utilisation du service par le Client est interrompue ou est si gravement impact\u00e9e que le Client ne peut raisonnablement continuer \u00e0 travailler. Le Client conna\u00eet une perte compl\u00e8te du Service. L\u2019op\u00e9ration est essentielle \u00e0 l\u2019activit\u00e9 et la situation est une urgence. Une demande de service de gravit\u00e9 1 affiche une ou plusieurs des caract\u00e9ristiques suivantes :", "snippet_links": [{"key": "le-client", "type": "clause", "offset": [80, 89]}, {"key": "demande-de-service", "type": "clause", "offset": [324, 342]}], "samples": [{"hash": "jBERqq5kMvq", "uri": "/fr/contracts/jBERqq5kMvq#support", "label": "Software Subscription Agreement", "score": 34.0821914673, "published": true}, {"hash": "2HglUk4CQFd", "uri": "/fr/contracts/2HglUk4CQFd#support", "label": "Software Subscription Agreement", "score": 33.2907791138, "published": true}], "size": 2, "hash": "dc3b4d7d63f5c2f3962808a4befda0aa", "id": 8}, {"snippet": "2.2.1. Support pour l\u2019utilisateur final (premi\u00e8re ligne) Il est de la responsabilit\u00e9 de l'utilisateur d\u2019offrir un support suffisant (de premi\u00e8re ligne) aux utilisateurs finaux en termes d'\u00e9quipements et de solidit\u00e9 pour les services qu'il propose personnellement. En aucun cas, sauf disposition contraire, le Service Desk de la DG TD du SPF BOSA ne fournira directement des services aux utilisateurs finaux de l'utilisateur. L\u2019utilisateur ne publiera ou communiquera d\u2019aucune mani\u00e8re les coordonn\u00e9es de la DG TD du SPF BOSA sans l\u2019autorisation expresse de la DG TD du SPF BOSA.\n2.2.2. Support suppl\u00e9mentaire (deuxi\u00e8me ligne) L'ensemble des incidents et demandes sont d\u2019abord notifi\u00e9s par l\u2019utilisateur au Service Desk de la DG TD du SPF BOSA (support de deuxi\u00e8me ligne). Le Service Desk les transf\u00e8re ensuite \u00e0 la bonne personne ou au bon service au sein de la DG TD du SPF BOSA. La classification et le suivi des incidents sont les suivants : Priorit\u00e9 1 Les services web de FTS sont enti\u00e8rement indisponibles. (Toutes les applications rencontrent des probl\u00e8mes et 100 % d\u2019indisponibilit\u00e9. Ou une violation de donn\u00e9es (data breach) qui r\u00e9sulte de la responsabilit\u00e9 de la DG TD du SPF BOSA.) T\u00e9l\u00e9phone, e-mail 3h Priorit\u00e9 2 Les services web de FTS sont partiellement indisponibles. (Certaines applications rencontrent des probl\u00e8mes. Les utilisateurs de ces applications ne peuvent plus travailler.) T\u00e9l\u00e9phone, e-mail 5h Priorit\u00e9 3 Les services web de FTS sont l\u00e9g\u00e8rement affect\u00e9s. (Certaines applications rencontrent des probl\u00e8mes. Les utilisateurs peuvent encore travailler.) E-mail, formulaire de contact 1j Priorit\u00e9 4 Demande informative E-mail, formulaire de contact 7j En dehors des heures de bureau, ces r\u00f4les peuvent \u00eatre contact\u00e9s pour des incidents de niveau P1 et P2 : Service manager Product Owner Domain manager. Toutes les personnes de contact de la DG TD du SPF BOSA sont reprises dans le document d\u2019onboarding.", "snippet_links": [{"key": "utilisateurs-finaux", "type": "clause", "offset": [156, 175]}, {"key": "les-services", "type": "clause", "offset": [220, 232]}, {"key": "le-service", "type": "clause", "offset": [306, 316]}, {"key": "services-web", "type": "clause", "offset": [959, 971]}, {"key": "violation-de-donn\u00e9es", "type": "clause", "offset": [1097, 1117]}, {"key": "priorit\u00e9-3", "type": "definition", "offset": [1419, 1429]}, {"key": "formulaire-de-contact", "type": "definition", "offset": [1584, 1605]}, {"key": "heures-de-bureau", "type": "clause", "offset": [1687, 1703]}, {"key": "personnes-de-contact", "type": "clause", "offset": [1835, 1855]}], "samples": [{"hash": "iKgfdwxCSxo", "uri": "/fr/contracts/iKgfdwxCSxo#support", "label": "Convention d'Utilisation", "score": 33.9149017334, "published": true}, {"hash": "zcQFoN6KQi", "uri": "/fr/contracts/zcQFoN6KQi#support", "label": "Convention d'Utilisation", "score": 30.8172473907, "published": true}], "size": 2, "hash": "2f98ebd4c4a3db5cda2fd75ce82e8aa4", "id": 9}, {"snippet": "TAILLE : MAT\u00c9RIAUX : PROTOCOLE D\u2019INSTALLATION : Une description plus pr\u00e9cise de l\u2019\u0153uvre, est ou sera annex\u00e9e au pr\u00e9sent contrat. Le budget pr\u00e9visionnel de production est d\u2019un montant de euros3. Cette \u0153uvre sera r\u00e9alis\u00e9e en: UN EXEMPLAIRE UNIQUE", "snippet_links": [{"key": "budget-pr\u00e9visionnel", "type": "clause", "offset": [132, 151]}], "samples": [{"hash": "csjZxBS24Sw", "uri": "/fr/contracts/csjZxBS24Sw#support", "label": "Contrat De Production D\u2019\u0153uvre", "score": 31.3975963593, "published": true}, {"hash": "5H2IR0akfwk", "uri": "/fr/contracts/5H2IR0akfwk#support", "label": "Contrat De Production D\u2019\u0153uvre", "score": 17.7638607025, "published": true}], "size": 2, "hash": "82d0273720ce814bf3a69d40015968aa", "id": 10}], "next_curs": "ClASSmoVc35sYXdpbnNpZGVyY29udHJhY3RzciwLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhBzdXBwb3J0IzAwMDAwMDBhDKIBAmZyGAAgAA==", "clause": {"children": [["assistance-t\u00e9l\u00e9phonique", "Assistance t\u00e9l\u00e9phonique"], ["autres-niveaux-de-support", "Autres niveaux de Support"], ["en-quoi-consiste-le-support", "En quoi consiste le Support ?"], ["gestion-des-incidents", "Gestion des Incidents"], ["recours-au-support", "Recours au Support"]], "parents": [["parties-et-signature", "Parties et signature"], ["conditions-du-fournisseur", "CONDITIONS DU FOURNISSEUR"], ["conditions-du-service-microstrategy-cloud-environment", "CONDITIONS DU SERVICE MICROSTRATEGY CLOUD ENVIRONMENT"], ["service-cloud-group\u00e9", "Service cloud group\u00e9"], ["niveaux-de-service", "Niveaux de service"]], "title": "Support", "size": 118, "id": "support", "related": [["assistance", "Assistance", "Assistance"], ["assurance", "Assurance", "Assurance"], ["services", "Services", "Services"], ["r\u00e9tractation", "R\u00e9tractation", "R\u00e9tractation"], ["personnel", "Personnel", "Personnel"]], "related_snippets": [], "updated": "2025-07-24T06:48:53+00:00"}, "json": true, "cursor": ""}}