{"id":9961,"date":"2025-11-20T01:34:39","date_gmt":"2025-11-20T00:34:39","guid":{"rendered":"https:\/\/jobwinner.ai\/?page_id=9961"},"modified":"2025-11-20T02:24:03","modified_gmt":"2025-11-20T01:24:03","slug":"accord-de-niveau-de-service","status":"publish","type":"page","link":"https:\/\/jobwinner.ai\/fr\/accord-de-niveau-de-service\/","title":{"rendered":"Accord de niveau de service"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"9961\" class=\"elementor elementor-9961\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ef9995c e-flex e-con-boxed e-con e-parent\" data-id=\"ef9995c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-edc50a8 elementor-widget elementor-widget-text-editor\" data-id=\"edc50a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h1 data-start=\"479\" data-end=\"517\"><strong data-start=\"482\" data-end=\"515\"><b>Accord de niveau de service (SLA) de JobWinner<\/b><\/strong><\/h1><h4 data-start=\"479\" data-end=\"517\"><strong data-start=\"482\" data-end=\"515\"><b>Derni\u00e8re mise \u00e0 jour : 4 novembre 2025<\/b><\/strong><\/h4><h2 data-start=\"479\" data-end=\"517\"><strong data-start=\"482\" data-end=\"515\">1. Introduction et objectif<\/strong><\/h2><p data-start=\"518\" data-end=\"898\">Le pr\u00e9sent accord de niveau de service (\u201c SLA \u201d) d\u00e9crit les engagements de service, les normes de performance et les responsabilit\u00e9s op\u00e9rationnelles de la plateforme JobWinner fournie par <strong data-start=\"685\" data-end=\"715\">JobWinner Ventures Limited<\/strong> \u00e0 ses clients institutionnels et entreprises. Le pr\u00e9sent SLA a pour but de clarifier les attentes en mati\u00e8re de service ainsi que le niveau de fiabilit\u00e9 et d&#039;assistance offert par JobWinner.<\/p><h2 data-start=\"905\" data-end=\"934\"><strong data-start=\"908\" data-end=\"932\">2. \u00c9tendue des services<\/strong><\/h2><p data-start=\"935\" data-end=\"1129\">La plateforme JobWinner propose des outils de d\u00e9veloppement de carri\u00e8re bas\u00e9s sur l&#039;IA, con\u00e7us pour les \u00e9tudiants, les demandeurs d&#039;emploi, les conseillers et le personnel des \u00e9tablissements d&#039;enseignement. Selon la formule choisie, les services peuvent inclure\u00a0:<\/p><ul data-start=\"1131\" data-end=\"1366\"><li data-start=\"1131\" data-end=\"1154\"><p data-start=\"1133\" data-end=\"1154\">Personnalisation de CV\/r\u00e9sum\u00e9<\/p><\/li><li data-start=\"1155\" data-end=\"1180\"><p data-start=\"1157\" data-end=\"1180\">Cr\u00e9ation de lettre de motivation<\/p><\/li><li data-start=\"1181\" data-end=\"1214\"><p data-start=\"1183\" data-end=\"1214\">Analyse de l&#039;ad\u00e9quation emploi-comp\u00e9tences<\/p><\/li><li data-start=\"1215\" data-end=\"1246\"><p data-start=\"1217\" data-end=\"1246\">outils de pr\u00e9paration aux entretiens<\/p><\/li><li data-start=\"1247\" data-end=\"1289\"><p data-start=\"1249\" data-end=\"1289\">Tableaux de bord et analyses d&#039;utilisation pour les conseillers<\/p><\/li><li data-start=\"1290\" data-end=\"1317\"><p data-start=\"1292\" data-end=\"1317\">Gestion des comptes utilisateurs<\/p><\/li><li data-start=\"1318\" data-end=\"1366\"><p data-start=\"1320\" data-end=\"1366\">configuration de marque personnalis\u00e9e ou en marque blanche<\/p><\/li><\/ul><p data-start=\"1368\" data-end=\"1440\">Ce SLA s&#039;applique \u00e0 tous les composants h\u00e9berg\u00e9s de la plateforme web JobWinner.<\/p><h2 data-start=\"1447\" data-end=\"1493\"><strong data-start=\"1450\" data-end=\"1491\">3. Objectifs de disponibilit\u00e9 et de performance<\/strong><\/h2><p data-start=\"1494\" data-end=\"1583\">JobWinner s&#039;engage \u00e0 garantir une fiabilit\u00e9 \u00e9lev\u00e9e de sa plateforme et des normes de performance mesurables\u00a0:<\/p><h3 data-start=\"1585\" data-end=\"1616\"><strong data-start=\"1589\" data-end=\"1614\">3.1 Engagement de disponibilit\u00e9<\/strong><\/h3><p data-start=\"1617\" data-end=\"1747\">La plateforme sera op\u00e9rationnelle et accessible. <strong data-start=\"1665\" data-end=\"1713\">99% du temps dans chaque mois civil<\/strong>, \u00e0 l&#039;exception des op\u00e9rations de maintenance programm\u00e9es.<\/p><h3 data-start=\"1749\" data-end=\"1785\"><strong data-start=\"1753\" data-end=\"1783\">3.2 Indicateurs de performance<\/strong><\/h3><ul data-start=\"1786\" data-end=\"2022\"><li data-start=\"1786\" data-end=\"1856\"><p data-start=\"1788\" data-end=\"1856\"><strong data-start=\"1788\" data-end=\"1807\">Temps de chargement de la page\u00a0:<\/strong> Moyenne sous <strong data-start=\"1822\" data-end=\"1835\">2 secondes<\/strong> en utilisation normale<\/p><\/li><li data-start=\"1857\" data-end=\"1926\"><p data-start=\"1859\" data-end=\"1926\"><strong data-start=\"1859\" data-end=\"1879\">Capacit\u00e9 du syst\u00e8me :<\/strong> Supporte jusqu&#039;\u00e0 <strong data-start=\"1895\" data-end=\"1924\">1 000 requ\u00eates par seconde<\/strong><\/p><\/li><li data-start=\"1927\" data-end=\"2022\"><p data-start=\"1929\" data-end=\"2022\"><strong data-start=\"1929\" data-end=\"1950\">Temps de r\u00e9ponse de l&#039;IA\u00a0:<\/strong> G\u00e9n\u00e9ration de production typique sous <strong data-start=\"1983\" data-end=\"1997\">10 secondes<\/strong>, en fonction de la charge du mod\u00e8le<\/p><\/li><\/ul><h2 data-start=\"2029\" data-end=\"2074\"><strong data-start=\"2032\" data-end=\"2074\">4. Couverture du support et d\u00e9lais de r\u00e9ponse<\/strong><\/h2><h3 data-start=\"2076\" data-end=\"2114\"><strong data-start=\"2080\" data-end=\"2112\">4.1 Canaux et heures d&#039;assistance<\/strong><\/h3><p data-start=\"2115\" data-end=\"2184\">JobWinner fournit <strong data-start=\"2134\" data-end=\"2150\">Assistance 24h\/24 et 7j\/7<\/strong> par les canaux suivants\u00a0:<\/p><ul data-start=\"2185\" data-end=\"2262\"><li data-start=\"2185\" data-end=\"2216\"><p data-start=\"2187\" data-end=\"2216\">E-mail: <a class=\"decorated-link\" href=\"mailto:support@jobwinner.ai\" rel=\"noopener\" data-start=\"2194\" data-end=\"2214\">support@jobwinner.ai<\/a><\/p><\/li><li data-start=\"2217\" data-end=\"2262\"><p data-start=\"2219\" data-end=\"2262\">Syst\u00e8me d&#039;alerte d&#039;urgence pour les incidents critiques<\/p><\/li><\/ul><h3 data-start=\"2264\" data-end=\"2292\"><strong data-start=\"2268\" data-end=\"2290\">4.2 Temps de r\u00e9ponse<\/strong><\/h3><div class=\"_tableContainer_1rjym_1\"><div class=\"group _tableWrapper_1rjym_13 flex w-fit flex-col-reverse\" tabindex=\"-1\"><table class=\"w-fit min-w-(--thread-content-width)\" data-start=\"2293\" data-end=\"2560\"><thead data-start=\"2293\" data-end=\"2329\"><tr data-start=\"2293\" data-end=\"2329\"><th data-start=\"2293\" data-end=\"2310\" data-col-size=\"sm\">Gravit\u00e9 du probl\u00e8me<\/th><th data-start=\"2310\" data-end=\"2329\" data-col-size=\"sm\">Temps de r\u00e9ponse<\/th><\/tr><\/thead><tbody data-start=\"2368\" data-end=\"2560\"><tr data-start=\"2368\" data-end=\"2440\"><td data-start=\"2368\" data-end=\"2413\" data-col-size=\"sm\"><strong data-start=\"2370\" data-end=\"2382\">Critique<\/strong> (Plateforme hors service, panne majeure)<\/td><td data-col-size=\"sm\" data-start=\"2413\" data-end=\"2440\">Dans <strong data-start=\"2422\" data-end=\"2436\">30 minutes<\/strong><\/td><\/tr><tr data-start=\"2441\" data-end=\"2507\"><td data-start=\"2441\" data-end=\"2483\" data-col-size=\"sm\"><strong data-start=\"2443\" data-end=\"2451\">Haut<\/strong> (Fonctionnalit\u00e9 principale non fonctionnelle)<\/td><td data-col-size=\"sm\" data-start=\"2483\" data-end=\"2507\">Dans <strong data-start=\"2492\" data-end=\"2503\">2 heures<\/strong><\/td><\/tr><tr data-start=\"2508\" data-end=\"2560\"><td data-start=\"2508\" data-end=\"2538\" data-col-size=\"sm\"><strong data-start=\"2510\" data-end=\"2537\">Standard \/ Non critique<\/strong><\/td><td data-col-size=\"sm\" data-start=\"2538\" data-end=\"2560\">Dans <strong data-start=\"2547\" data-end=\"2558\">4 heures<\/strong><\/td><\/tr><\/tbody><\/table><\/div><\/div><h3 data-start=\"2562\" data-end=\"2594\"><strong data-start=\"2566\" data-end=\"2592\">4.3 Cibles de r\u00e9solution<\/strong><\/h3><ul data-start=\"2595\" data-end=\"2708\"><li data-start=\"2595\" data-end=\"2650\"><p data-start=\"2597\" data-end=\"2650\"><strong data-start=\"2597\" data-end=\"2620\">Incidents critiques :<\/strong> R\u00e9solu dans <strong data-start=\"2637\" data-end=\"2648\">4 heures<\/strong><\/p><\/li><li data-start=\"2651\" data-end=\"2708\"><p data-start=\"2653\" data-end=\"2708\"><strong data-start=\"2653\" data-end=\"2677\">Questions non critiques :<\/strong> R\u00e9solu dans <strong data-start=\"2694\" data-end=\"2706\">24 heures<\/strong><\/p><\/li><\/ul><h2 data-start=\"2715\" data-end=\"2755\"><strong data-start=\"2718\" data-end=\"2755\">5. Responsabilit\u00e9s de chaque partie<\/strong><\/h2><h3 data-start=\"2757\" data-end=\"2797\"><strong data-start=\"2761\" data-end=\"2795\">5.1 Responsabilit\u00e9s du JobWinner<\/strong><\/h3><p data-start=\"2798\" data-end=\"2820\">JobWinner accepte de\u00a0:<\/p><ul data-start=\"2821\" data-end=\"3070\"><li data-start=\"2821\" data-end=\"2868\"><p data-start=\"2823\" data-end=\"2868\">Maintenir et surveiller l&#039;infrastructure d&#039;h\u00e9bergement<\/p><\/li><li data-start=\"2869\" data-end=\"2904\"><p data-start=\"2871\" data-end=\"2904\">Effectuer des sauvegardes quotidiennes automatiques<\/p><\/li><li data-start=\"2905\" data-end=\"2952\"><p data-start=\"2907\" data-end=\"2952\">Fournir une assistance technique et en cas d&#039;incident 24h\/24 et 7j\/7<\/p><\/li><li data-start=\"2953\" data-end=\"3001\"><p data-start=\"2955\" data-end=\"3001\">Garantir la s\u00e9curit\u00e9 des donn\u00e9es et les contr\u00f4les de conformit\u00e9<\/p><\/li><li data-start=\"3002\" data-end=\"3070\"><p data-start=\"3004\" data-end=\"3070\">Surveillez les performances du service et traitez les d\u00e9gradations de mani\u00e8re proactive.<\/p><\/li><\/ul><h3 data-start=\"3072\" data-end=\"3111\"><strong data-start=\"3076\" data-end=\"3109\">5.2 Responsabilit\u00e9s du client<\/strong><\/h3><p data-start=\"3112\" data-end=\"3133\">Les clients acceptent\u00a0:<\/p><ul data-start=\"3134\" data-end=\"3353\"><li data-start=\"3134\" data-end=\"3175\"><p data-start=\"3136\" data-end=\"3175\">Maintenir les paiements d&#039;abonnement actifs<\/p><\/li><li data-start=\"3176\" data-end=\"3226\"><p data-start=\"3178\" data-end=\"3226\">Signalez rapidement tout probl\u00e8me \u00e0 <a class=\"decorated-link\" href=\"mailto:support@jobwinner.ai\" rel=\"noopener\" data-start=\"3204\" data-end=\"3224\">support@jobwinner.ai<\/a><\/p><\/li><li data-start=\"3227\" data-end=\"3280\"><p data-start=\"3229\" data-end=\"3280\">Assurez-vous de leur c\u00f4t\u00e9 d&#039;une connexion internet stable.<\/p><\/li><li data-start=\"3281\" data-end=\"3353\"><p data-start=\"3283\" data-end=\"3353\">Veuillez respecter les conditions d&#039;utilisation acceptable et les directives de s\u00e9curit\u00e9 de JobWinner.<\/p><\/li><\/ul><h2 data-start=\"3360\" data-end=\"3403\"><strong data-start=\"3363\" data-end=\"3401\">6. Surveillance et rapports du syst\u00e8me<\/strong><\/h2><ul data-start=\"3404\" data-end=\"3679\"><li data-start=\"3404\" data-end=\"3546\"><p data-start=\"3406\" data-end=\"3546\"><strong data-start=\"3406\" data-end=\"3421\">Surveillance:<\/strong> JobWinner surveille en permanence la disponibilit\u00e9 du syst\u00e8me, la charge, les performances et les alertes d&#039;incidents gr\u00e2ce \u00e0 des outils d&#039;observabilit\u00e9 automatis\u00e9s.<\/p><\/li><li data-start=\"3547\" data-end=\"3679\"><p data-start=\"3549\" data-end=\"3679\"><strong data-start=\"3549\" data-end=\"3563\">Signalement :<\/strong> Sur demande, JobWinner fournit aux clients disposant de forfaits entreprise des r\u00e9sum\u00e9s mensuels de disponibilit\u00e9 et de performance.<\/p><\/li><\/ul><h2 data-start=\"3686\" data-end=\"3733\"><strong data-start=\"3689\" data-end=\"3733\">7. Cr\u00e9dits de service, recours et p\u00e9nalit\u00e9s<\/strong><\/h2><h3 data-start=\"3735\" data-end=\"3764\"><strong data-start=\"3739\" data-end=\"3762\">7.1 Cr\u00e9dits de service<\/strong><\/h3><p data-start=\"3765\" data-end=\"3842\">Si la disponibilit\u00e9 mensuelle tombe en dessous de <strong data-start=\"3795\" data-end=\"3804\">99.9%<\/strong>, les clients ont droit \u00e0 recevoir\u00a0:<\/p><ul data-start=\"3843\" data-end=\"3944\"><li data-start=\"3843\" data-end=\"3944\"><p data-start=\"3845\" data-end=\"3944\"><strong data-start=\"3845\" data-end=\"3878\">Un (1) jour de cr\u00e9dit de service<\/strong> pour chaque heure d&#039;indisponibilit\u00e9 impr\u00e9vue au-del\u00e0 du seuil convenu.<\/p><\/li><\/ul><h3 data-start=\"3946\" data-end=\"3979\"><strong data-start=\"3950\" data-end=\"3977\">7.2 Recours suppl\u00e9mentaires<\/strong><\/h3><p data-start=\"3980\" data-end=\"4119\">Si JobWinner ne respecte pas de mani\u00e8re significative et r\u00e9p\u00e9t\u00e9e ses engagements SLA, les clients peuvent <strong data-start=\"4076\" data-end=\"4118\">r\u00e9silier le contrat sans p\u00e9nalit\u00e9<\/strong>.<\/p><h2 data-start=\"4126\" data-end=\"4156\"><strong data-start=\"4129\" data-end=\"4156\">8. Examen et mises \u00e0 jour des SLA<\/strong><\/h2><h3 data-start=\"4158\" data-end=\"4184\"><strong data-start=\"4162\" data-end=\"4182\">8.1 Cycle d&#039;\u00e9valuation<\/strong><\/h3><p data-start=\"4185\" data-end=\"4269\">Ce SLA est r\u00e9vis\u00e9 <strong data-start=\"4206\" data-end=\"4218\">annuellement<\/strong> afin de garantir une pr\u00e9cision continue \u00e0 mesure que JobWinner \u00e9volue.<\/p><h3 data-start=\"4271\" data-end=\"4304\"><strong data-start=\"4275\" data-end=\"4302\">8.2 Politique de modification<\/strong><\/h3><p data-start=\"4305\" data-end=\"4469\">Si le SLA est mis \u00e0 jour, JobWinner communiquera les changements par \u00e9crit.<br data-start=\"4374\" data-end=\"4377\" \/>L\u2019utilisation continue de la plateforme apr\u00e8s ces mises \u00e0 jour constitue une acceptation du SLA modifi\u00e9.<\/p><h2 data-start=\"4476\" data-end=\"4521\"><strong data-start=\"4479\" data-end=\"4521\">9. Juridique, conformit\u00e9 et protection des donn\u00e9es<\/strong><\/h2><ul data-start=\"4523\" data-end=\"4943\"><li data-start=\"4523\" data-end=\"4654\"><p data-start=\"4525\" data-end=\"4654\"><strong data-start=\"4525\" data-end=\"4545\">Confidentialit\u00e9:<\/strong> JobWinner et le client s&#039;engagent tous deux \u00e0 prot\u00e9ger les informations confidentielles partag\u00e9es dans le cadre de ce partenariat.<\/p><\/li><li data-start=\"4655\" data-end=\"4794\"><p data-start=\"4657\" data-end=\"4794\"><strong data-start=\"4657\" data-end=\"4677\">Protection des donn\u00e9es :<\/strong> JobWinner se conforme \u00e0 la <strong data-start=\"4706\" data-end=\"4751\">R\u00e8glement g\u00e9n\u00e9ral sur la protection des donn\u00e9es (RGPD)<\/strong> et toutes les lois applicables en mati\u00e8re de protection des donn\u00e9es.<\/p><\/li><li data-start=\"4795\" data-end=\"4943\"><p data-start=\"4797\" data-end=\"4943\"><strong data-start=\"4797\" data-end=\"4811\">Responsabilit\u00e9:<\/strong> La responsabilit\u00e9 de JobWinner est limit\u00e9e au montant total pay\u00e9 par le client pour les services de JobWinner pendant la p\u00e9riode concern\u00e9e. <strong data-start=\"4920\" data-end=\"4942\">12 mois pr\u00e9c\u00e9dents<\/strong>.<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>JobWinner Service Level Agreement (SLA) Last Updated: November 4th, 2025 1. Introduction and Objective This Service Level Agreement (\u201cSLA\u201d) describes the service commitments, performance standards, and operational responsibilities for the JobWinner platform provided by JobWinner Ventures Limited to its institutional and enterprise customers. The purpose of this SLA is to ensure clarity around service expectations [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"wf_page_folders":[26],"class_list":["post-9961","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/pages\/9961","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/comments?post=9961"}],"version-history":[{"count":0,"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/pages\/9961\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/media?parent=9961"}],"wp:term":[{"taxonomy":"wf_page_folders","embeddable":true,"href":"https:\/\/jobwinner.ai\/fr\/wp-json\/wp\/v2\/wf_page_folders?post=9961"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}