ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  70 (77) • Determines the procedures and business processes to apply; • Determines the quality framework, the implementation of quality requirements,  and the instruments to specify and monitor them (SLA).  7.3. Service Level Agreement (SLA) In the context of the service delivery under FWC666 an SLA is defined between ECHA and  FWC666 contractors to define the level of service expected by the Contracting Authority  to monitor the performance of the work to be carried out under FWC666 and as described  in the Technical Specifications. FWC666 SLA initial scope, implementation and evolution 7  is provided in Annex 16  –  Service  Level Agreement. It provides service levels, measurement methods, including a system of  compensation and incentives. Specific performance indicators are defined for each of the  work packages and areas of service delivery specified in the sections above.  It is also noted that the SLA is meant to support the Contracting Authority when providing  services to its customer. In practice, ECHA may establish SLAs with its customers to define  the level of service to be provided for the products in scope of FWC666. These SLAs can  be established also in the context of cooperation with other contracting authorities 8 .  8. Software Development Lifecycle Tools (SDLC),  Technologies and Licencing arrangements 8.1. ECHA standard tooling  ECHA is on a journey to progressively harmonise the SDLC methodologies and tooling.  From a variety of approaches and tool-sets, thanks to an internally led initiative called  ITFITS (IT For IT Services) all the phases of the SLDC and the knowledge generated therein  will be based on standard solutions, used by ECHA and IT contractors, seamlessly and  maximising sharing and accessibility of relevant ECHA owned content, also to facilitate  multi-party collaboration, transitions and business continuity in case of change of  consultants/contractor. Such articulated toolset will be provided by ECHA and serviced by ECHA (potentially  outsourcing technical services underpinning the front service).  ECHA is responsible for leading the evolution of the SDLC the tools which are provided at  the onset of this FWC666 as is, i.e. configured and/or customised according to the needs  of the Agency. ECHA is aware of the impact of the SDLC tooling on the performance of the  contractor, therefore considers its IT contractors as stakeholders of the evolution of the  toolset and related service. ECHA SDLC standard tools in place at the time of writing are depicted in Annex 18  –  ECHA  standard tooling. ECHA requires that the Contractors will use these tools for all pertinent  processes and task related to the execution of the activities under this FWC666. This  includes collaboration with ECHA and any other Contractor or ECHA third party as required  7  The SLA will evolve during the duration of the Framework Contracts under the control of the CSIP  (Please refer to section 4.1.7 Continuous Service Improvement Process (WP 1.7)).  8  To date: European Commission Directorate General for the Environment (DG ENV), European Food  and Safety Authority (EFSA)  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu 