{"id":17915,"date":"2025-07-16T12:42:45","date_gmt":"2025-07-16T12:42:45","guid":{"rendered":"https:\/\/www.mailgun.com\/enterprise-response-time\/"},"modified":"2026-09-14T15:18:51","modified_gmt":"2026-09-14T15:18:51","slug":"enterprise-response-time","status":"publish","type":"page","link":"https:\/\/www.mailgun.com\/fr\/enterprise-response-time\/","title":{"rendered":"SLA de d\u00e9lai de r\u00e9ponse de l’entreprise"},"content":{"rendered":"\n

1. D\u00e9lais de r\u00e9ponse<\/h2>\n\n\n\n
Cat\u00e9gorie<\/th>D\u00e9finition<\/th>Canal de communication<\/th>Niveau de service Enhanced<\/th>Niveau de service Enterprise<\/th><\/tr><\/thead>
S\u00e9v\u00e9rit\u00e9 1<\/td>Le client ne peut pas envoyer d’email via SMTP et\/ou l’API.<\/td>T\u00e9l\u00e9phone ou chat<\/td>30 minutes<\/td>15 minutes<\/td><\/tr>
S\u00e9v\u00e9rit\u00e9 2<\/td>La capacit\u00e9 du client \u00e0 envoyer des emails via SMTP et\/ou l’API est alt\u00e9r\u00e9e.<\/td>T\u00e9l\u00e9phone ou chat<\/td>2 heures<\/td>1 heure<\/td><\/tr>
S\u00e9v\u00e9rit\u00e9 3<\/td>La capacit\u00e9 du client \u00e0 utiliser l’ensemble des fonctionnalit\u00e9s du produit est alt\u00e9r\u00e9e.<\/td>T\u00e9l\u00e9phone, chat ou ticket<\/td>8 heures<\/td>6 heures<\/td><\/tr>
S\u00e9v\u00e9rit\u00e9 4<\/td>Le client ne subit aucune panne ni alt\u00e9ration. Le client a une question\/demande d’information.<\/td>Chat ou ticket<\/td>24 heures<\/td>24 heures<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

2. Canaux de communication<\/h2>\n\n\n\n

Tous les probl\u00e8mes doivent \u00eatre remont\u00e9s via les canaux de communication list\u00e9s, disponibles dans votre portail client Mailgun. Un support par t\u00e9l\u00e9phone, ticket et chat pour votre utilisation des services Mailgun sera disponible en continu (24\/7\/365). Le support par t\u00e9l\u00e9phone est uniquement en anglais.<\/p>\n\n\n\n

3. Cr\u00e9dits & Limitations<\/h2>\n\n\n\n

Mailgun ne garantit pas le d\u00e9lai de r\u00e9solution d’une demande de support. Lors de la soumission d’une demande par t\u00e9l\u00e9phone ou par chat, Mailgun ouvrira un ticket pour vous, et il peut y avoir un l\u00e9ger d\u00e9lai entre l’ouverture de ce ticket et la prise en charge de votre remont\u00e9e. Les d\u00e9lais de r\u00e9ponse seront bas\u00e9s sur l’heure d’ouverture du ticket.<\/p>\n\n\n\n

Si nous ne respectons pas les d\u00e9lais de r\u00e9ponse indiqu\u00e9s ci-dessus, vous aurez droit \u00e0 un cr\u00e9dit de 100 $ par \u00e9v\u00e9nement, jusqu’\u00e0 50 % de vos frais r\u00e9currents mensuels pour le compte concern\u00e9 pour tout mois civil. Les d\u00e9lais de r\u00e9ponse indiqu\u00e9s ci-dessus ne s’appliquent pas aux demandes de support effectu\u00e9es par email. Les d\u00e9lais de r\u00e9ponse s’ajoutent \u00e0 la compensation associ\u00e9e et \u00e9ligible au SLA de disponibilit\u00e9 de la section 2.2 de\u00a0Conditions g\u00e9n\u00e9rales de service<\/a>.<\/p>\n\n\n\n

Vous n’avez droit \u00e0 aucun cr\u00e9dit pour ce qui suit :<\/p>\n\n\n\n

Le temps d’arr\u00eat ne se serait pas produit sans vos propres erreurs (c’est-\u00e0-dire, adresse de livraison incorrecte, configuration incorrecte, fichier source incorrect, etc.) ; Si vous ne respectez pas les conditions r\u00e9gissant votre utilisation des services (les \u00ab Conditions g\u00e9n\u00e9rales de service<\/a> \u00bb) ; Si le temps d’arr\u00eat ne s’\u00e9tait pas produit sans votre violation de\u00a0Conditions g\u00e9n\u00e9rales de service<\/a>, y compris la violation de l’AUP (telle que d\u00e9finie dans\u00a0Conditions g\u00e9n\u00e9rales de service<\/a>);. Pour les temps d’arr\u00eat ou les pannes r\u00e9sultant d’attaques par d\u00e9ni de service, d’activit\u00e9 de virus, de tentatives de piratage ou de toute autre circonstance \u00e9chappant au contr\u00f4le raisonnable de Mailgun. De plus, pour recevoir un cr\u00e9dit, vous devez en faire la demande en cr\u00e9ant un ticket de support dans le panneau de contr\u00f4le Mailgun dans les trente (30) jours suivant la fin du temps d’arr\u00eat. Vous devez d\u00e9montrer que votre utilisation des Services a \u00e9t\u00e9 affect\u00e9e n\u00e9gativement d’une mani\u00e8re ou d’une autre en raison du temps d’arr\u00eat pour \u00eatre \u00e9ligible au cr\u00e9dit. Nonobstant toute disposition de\u00a0Conditions g\u00e9n\u00e9rales de service<\/a>\u00a0contraire, le cr\u00e9dit total maximum pour la p\u00e9riode de facturation mensuelle, y compris toutes les garanties, ne d\u00e9passera pas 50 % des frais pour cette p\u00e9riode de facturation. Les cr\u00e9dits qui auraient \u00e9t\u00e9 disponibles sans cette limitation ne seront pas report\u00e9s \u00e0 une p\u00e9riode de facturation future ; les cr\u00e9dits \u00e9ligibles ne seront report\u00e9s que dans la mesure o\u00f9 le client renouvelle son abonnement pour la p\u00e9riode suivante \u00e0 des conditions substantiellement identiques.<\/p>\n","protected":false},"excerpt":{"rendered":"

Accord de niveau de service<\/p>\n","protected":false},"author":73,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"pages\/templates\/page-longform.php","meta":{"_acf_changed":false,"_slug_changed":false,"footnotes":""},"class_list":["post-17915","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nSLA de d\u00e9lai de r\u00e9ponse Enterprise | Mailgun<\/title>\n<meta name=\"description\" content=\"En savoir plus sur notre accord de niveau de service (SLA) sur les d\u00e9lais de r\u00e9ponse Enterprise\" \/>\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.mailgun.com\/fr\/enterprise-response-time\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SLA de d\u00e9lai de r\u00e9ponse Enterprise | Mailgun\" \/>\n<meta property=\"og:description\" content=\"En savoir plus sur notre accord de niveau de service (SLA) sur les d\u00e9lais de r\u00e9ponse Enterprise\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.mailgun.com\/fr\/enterprise-response-time\/\" \/>\n<meta property=\"og:site_name\" content=\"Transactional Email API Service For Developers | Mailgun\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-14T15:18:51+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/enterprise-response-time\\\/\",\"url\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/enterprise-response-time\\\/\",\"name\":\"SLA de d\u00e9lai de r\u00e9ponse Enterprise | Mailgun\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/#website\"},\"datePublished\":\"2025-07-16T12:42:45+00:00\",\"dateModified\":\"2026-09-14T15:18:51+00:00\",\"description\":\"En savoir plus sur notre accord de niveau de service (SLA) sur les d\u00e9lais de r\u00e9ponse Enterprise\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/enterprise-response-time\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/enterprise-response-time\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/enterprise-response-time\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"SLA de d\u00e9lai de r\u00e9ponse de l\u2019entreprise\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/www.mailgun.com\\\/fr\\\/\",\"name\":\"Transactional Email API Service For Developers | Mailgun\",\"description\":\"Des API d\u2019emails transactionnels puissantes qui vous permettent d'envoyer, de recevoir et de suivre des emails, con\u00e7ues pour les d\u00e9veloppeurs. 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