{"id":433374,"date":"2023-11-28T18:37:17","date_gmt":"2023-11-28T17:37:17","guid":{"rendered":"https:\/\/www.kafinea.com\/?post_type=docs&#038;p=433374"},"modified":"2026-04-23T01:48:38","modified_gmt":"2026-04-22T23:48:38","password":"","slug":"les-contrats-de-service","status":"publish","type":"docs","link":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/","title":{"rendered":"Les contrats de service"},"content":{"rendered":"<blockquote class=\"bq-exemple\">\n<p>\ud83d\udccd <strong>O\u00f9 trouver ce module ?<\/strong><br \/><em>Menu principal &gt; Support<\/em><\/p>\n<\/blockquote>\n<hr \/>\n<h2>Introduction<\/h2>\n<p>Le module <strong>Contrats de service<\/strong> permet de g\u00e9rer les engagements de niveau de service (SLA) conclus avec vos clients. Un contrat de service d\u00e9finit la dur\u00e9e, le volume d&rsquo;heures ou d&rsquo;interventions incluses, et les conditions de support. Il est accessible via <em><strong>Support client &gt; Contrats de service<\/strong><\/em>.<\/p>\n<hr \/>\n<h2>1. Cr\u00e9er un contrat de service<\/h2>\n<p>Cliquez sur <em><strong>Ajouter contrat de service<\/strong><\/em> depuis la liste du module.<\/p>\n<p><strong>Informations principales :<\/strong><\/p>\n<ul>\n<li><strong>Sujet<\/strong> : le nom du contrat (obligatoire)<\/li>\n<li><strong>Compte client<\/strong> : le client couvert par le contrat<\/li>\n<li><strong>Date de d\u00e9but<\/strong> et <strong>Date de fin<\/strong> : la p\u00e9riode de validit\u00e9<\/li>\n<li><strong>Statut<\/strong> : l&rsquo;\u00e9tat du contrat (en cours, expir\u00e9, etc.)<\/li>\n<li><strong>Unit\u00e9s de suivi<\/strong> : l&rsquo;unit\u00e9 de mesure du contrat (heures, incidents, etc.)<\/li>\n<li><strong>Unit\u00e9s totales<\/strong> : le volume total inclus dans le contrat<\/li>\n<li><strong>Unit\u00e9s utilis\u00e9es<\/strong> : le volume d\u00e9j\u00e0 consomm\u00e9<\/li>\n<\/ul>\n<hr \/>\n<h2>2. Suivi de la consommation<\/h2>\n<p>Le contrat de service suit automatiquement la consommation des unit\u00e9s \u00e0 travers les tickets associ\u00e9s. Cela permet de :<\/p>\n<ul>\n<li>Visualiser le volume restant avant renouvellement<\/li>\n<li>Alerter lorsque le contrat approche de son terme ou de son quota<\/li>\n<\/ul>\n<blockquote>\n<p><strong>Bon \u00e0 savoir<\/strong> : Les tickets li\u00e9s \u00e0 un contrat de service d\u00e9comptent automatiquement les heures consomm\u00e9es du quota du contrat.<\/p>\n<\/blockquote>\n<hr \/>\n<h2>3. \u00c9l\u00e9ments li\u00e9s<\/h2>\n<p>Depuis la fiche d&rsquo;un contrat, vous pouvez consulter :<\/p>\n<ul>\n<li><strong>Tickets<\/strong> : les tickets de support couverts par ce contrat<\/li>\n<li><strong>Documents<\/strong> : les pi\u00e8ces contractuelles jointes<\/li>\n<\/ul>\n<hr \/>\n<h2>4. Questions fr\u00e9quentes<\/h2>\n<p><strong>Comment savoir si un contrat est bient\u00f4t \u00e9puis\u00e9 ?<\/strong><br \/>\nComparez les champs <em><strong>Unit\u00e9s utilis\u00e9es<\/strong><\/em> et <em><strong>Unit\u00e9s totales<\/strong><\/em>. Vous pouvez \u00e9galement configurer un workflow pour envoyer une alerte lorsque le seuil de consommation atteint un certain pourcentage.<\/p>\n<p><strong>Un ticket peut-il \u00eatre li\u00e9 \u00e0 plusieurs contrats ?<\/strong><br \/>\nNon, un ticket est li\u00e9 \u00e0 un seul contrat de service. Si un client dispose de plusieurs contrats, s\u00e9lectionnez celui qui s&rsquo;applique lors de la cr\u00e9ation du ticket.<\/p>\n<hr \/>\n<h2>R\u00e9f\u00e9rences associ\u00e9es \ud83d\udd17<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/les-tickets\/\">Les tickets<\/a><\/li>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/les-equipements-client\/\">Les \u00e9quipements client<\/a><\/li>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/le-suivi-de-garanties\/\">Le suivi de garanties<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module Contrats de service permet de g\u00e9rer les engagements de niveau de service (SLA) conclus avec vos clients. Un contrat de service d\u00e9finit la dur\u00e9e, le volume d&rsquo;heures ou d&rsquo;interventions incluses, et les conditions de support. Il est accessible via Support client &gt; Contrats&#8230;<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_uag_custom_page_level_css":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"doc_category":[194],"doc_tag":[],"class_list":["post-433374","docs","type-docs","status-publish","hentry","doc_category-support-client"],"year_month":"2026-06","word_count":326,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Kenny Legros","author_nicename":"kenny-legros","author_url":"https:\/\/www.kafinea.com\/fr\/author\/kenny-legros\/"},"doc_category_info":[{"term_name":"Support client","term_url":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Documentation - Les contrats de service &#8226; Kafinea<\/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.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Documentation - Les contrats de service &#8226; Kafinea\" \/>\n<meta property=\"og:description\" content=\"\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module Contrats de service permet de g\u00e9rer les engagements de niveau de service (SLA) conclus avec vos clients. Un contrat de service d\u00e9finit la dur\u00e9e, le volume d&rsquo;heures ou d&rsquo;interventions incluses, et les conditions de support. Il est accessible via Support client &gt; Contrats...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Kafinea\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-22T23:48:38+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/documentation\\\/support-client\\\/les-contrats-de-service\\\/\",\"url\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/documentation\\\/support-client\\\/les-contrats-de-service\\\/\",\"name\":\"Documentation - Les contrats de service &#8226; Kafinea\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/#website\"},\"datePublished\":\"2023-11-28T17:37:17+00:00\",\"dateModified\":\"2026-04-22T23:48:38+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/documentation\\\/support-client\\\/les-contrats-de-service\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/documentation\\\/support-client\\\/les-contrats-de-service\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/documentation\\\/support-client\\\/les-contrats-de-service\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Documentation\",\"item\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/documentation\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Les contrats de service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/\",\"name\":\"Kafinea\",\"description\":\"Une solution unique pour toutes vos ambitions\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/#organization\",\"name\":\"Kafinea\",\"url\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.kafinea.com\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Logo-Kafinea-SVG-orange-bleu.svg\",\"contentUrl\":\"https:\\\/\\\/www.kafinea.com\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Logo-Kafinea-SVG-orange-bleu.svg\",\"width\":296.31,\"height\":66.48,\"caption\":\"Kafinea\"},\"image\":{\"@id\":\"https:\\\/\\\/www.kafinea.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/company\\\/kafinea\\\/\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Documentation - Les contrats de service &#8226; Kafinea","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/","og_locale":"fr_FR","og_type":"article","og_title":"Documentation - Les contrats de service &#8226; Kafinea","og_description":"\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module Contrats de service permet de g\u00e9rer les engagements de niveau de service (SLA) conclus avec vos clients. Un contrat de service d\u00e9finit la dur\u00e9e, le volume d&rsquo;heures ou d&rsquo;interventions incluses, et les conditions de support. Il est accessible via Support client &gt; Contrats...","og_url":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/","og_site_name":"Kafinea","article_modified_time":"2026-04-22T23:48:38+00:00","twitter_card":"summary_large_image","twitter_misc":{"Dur\u00e9e de lecture estim\u00e9e":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/","url":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/","name":"Documentation - Les contrats de service &#8226; Kafinea","isPartOf":{"@id":"https:\/\/www.kafinea.com\/fr\/#website"},"datePublished":"2023-11-28T17:37:17+00:00","dateModified":"2026-04-22T23:48:38+00:00","breadcrumb":{"@id":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-contrats-de-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/www.kafinea.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Documentation","item":"https:\/\/www.kafinea.com\/fr\/documentation\/"},{"@type":"ListItem","position":3,"name":"Les contrats de service"}]},{"@type":"WebSite","@id":"https:\/\/www.kafinea.com\/fr\/#website","url":"https:\/\/www.kafinea.com\/fr\/","name":"Kafinea","description":"Une solution unique pour toutes vos ambitions","publisher":{"@id":"https:\/\/www.kafinea.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.kafinea.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/www.kafinea.com\/fr\/#organization","name":"Kafinea","url":"https:\/\/www.kafinea.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.kafinea.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/www.kafinea.com\/wp-content\/uploads\/2024\/10\/Logo-Kafinea-SVG-orange-bleu.svg","contentUrl":"https:\/\/www.kafinea.com\/wp-content\/uploads\/2024\/10\/Logo-Kafinea-SVG-orange-bleu.svg","width":296.31,"height":66.48,"caption":"Kafinea"},"image":{"@id":"https:\/\/www.kafinea.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/company\/kafinea\/"]}]}},"uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false},"uagb_author_info":{"display_name":"Kenny Legros","author_link":"https:\/\/www.kafinea.com\/fr\/author\/kenny-legros\/"},"uagb_comment_info":0,"uagb_excerpt":"\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module Contrats de service permet de g\u00e9rer les engagements de niveau de service (SLA) conclus avec vos clients. Un contrat de service d\u00e9finit la dur\u00e9e, le volume d&rsquo;heures ou d&rsquo;interventions incluses, et les conditions de support. Il est accessible via Support client &gt; Contrats...","_links":{"self":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs\/433374","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/comments?post=433374"}],"version-history":[{"count":12,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs\/433374\/revisions"}],"predecessor-version":[{"id":442826,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/docs\/433374\/revisions\/442826"}],"wp:attachment":[{"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/media?parent=433374"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/doc_category?post=433374"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/www.kafinea.com\/fr\/wp-json\/wp\/v2\/doc_tag?post=433374"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}