{"id":9910,"date":"2026-03-27T19:26:27","date_gmt":"2026-03-27T18:26:27","guid":{"rendered":"https:\/\/arc-guides.com\/docs\/prism\/support\/organisation-du-support\/organiser-les-niveaux-de-support-l1-l2-l3\/"},"modified":"2026-05-31T23:08:56","modified_gmt":"2026-05-31T21:08:56","slug":"organiser-les-niveaux-de-support-l1-l2-l3","status":"publish","type":"docs","link":"https:\/\/arc-guides.com\/en\/docs\/prism\/support\/organisation-du-support\/organiser-les-niveaux-de-support-l1-l2-l3\/","title":{"rendered":"Organiser les niveaux de support (L1 \/ L2 \/ L3)"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"9910\" class=\"elementor elementor-9910\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1419849 gratuit e-flex e-con-boxed e-con e-parent\" data-id=\"1419849\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-28ecfb9 elementor-widget elementor-widget-heading\" data-id=\"28ecfb9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Organiser les niveaux de support (L1 \/ L2 \/ L3)<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f9a0b1b elementor-widget elementor-widget-text-editor\" data-id=\"f9a0b1b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Votre SPOC est en place (article 4.1.1). Les demandes affluent. Mais qui r\u00e9sout quoi ? Sans <strong>structure \u00e0 3 niveaux<\/strong>, soit votre SPOC est satur\u00e9 (et perd en r\u00e9activit\u00e9), soit votre int\u00e9grateur est sur-sollicit\u00e9 (et la facture explose), soit les utilisateurs n&rsquo;ont pas de r\u00e9ponse (et d\u00e9sengagent).<\/p><p>Cette sous-\u00e9tape PRISM <strong>4.1.2<\/strong> fluidifie la r\u00e9solution des incidents en orientant chaque demande vers le bon niveau de comp\u00e9tence \u2014 au moindre co\u00fbt.<!-- notionvc: 6ec623d9-84ae-43d4-82b7-bcd633c3d9d8 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\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>Organiser les niveaux de support (L1 \/ L2 \/ L3) Votre SPOC est en place (article 4.1.1). Les demandes affluent. Mais qui r\u00e9sout quoi ? Sans structure \u00e0 3 niveaux, soit votre SPOC est satur\u00e9 (et perd en r\u00e9activit\u00e9), soit votre int\u00e9grateur est sur-sollicit\u00e9 (et la facture explose), soit les utilisateurs n&rsquo;ont pas de r\u00e9ponse [&hellip;]<\/p>","protected":false},"author":1,"featured_media":0,"parent":9902,"menu_order":39,"comment_status":"closed","ping_status":"closed","template":"","doc_tag":[],"doc_badge":[],"class_list":["post-9910","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"acf":[],"author_avatar":"https:\/\/secure.gravatar.com\/avatar\/0c2aafc4a6ee828f15bf75045e5800fa350ef565a52c3d335cd320e665102b53?s=96&d=mm&r=g","author_name":"admin","_links":{"self":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9910","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/comments?post=9910"}],"version-history":[{"count":4,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9910\/revisions"}],"predecessor-version":[{"id":10435,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9910\/revisions\/10435"}],"up":[{"embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9902"}],"wp:attachment":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/media?parent=9910"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/doc_tag?post=9910"},{"taxonomy":"doc_badge","embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/doc_badge?post=9910"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}