ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  47 (77) Table 11: Service support deliverables (WP 6.3)  ECHA expects to select the level of Maintenance and Service requests that is relevant in  view of the projected activities over a period of 12 months and to be contracted yearly on  a fixed price basis. The expected level of activity is defined:  The contractor is expected to be flexible, i.e. in case the expected volumes for a month  are not met or exceeded, ECHA services must not cease. The contractor will maintain and  monitor the monthly loads in a flexible way compensating and balancing the capacity  required to run the service, from one month to another. Reviews of the planned loads can  be performed and balanced off on a yearly basis. More specifically, the total volume of  service contracted can be reviewed and adjusted when the real activity deviates by more  than 10% (upwards or downwards) from the estimated load volumes on a yearly basis. In  such cases the price per 100 tickets as in the Price Catalogue will apply for tickets  exceeding 10% deviation (i.e. added or detracted ( n  times) from the contract value  according to the real activity).  The following table describes the work packages covered under this work package. The  contractor shall have an adequate organisation, expected staffing, methodology, inputs  and outputs to successfully engage in the tasks and services to be provided.  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu  Operation  documents  Operation modes for the recurrent activities of the service, like  data extractions or data corrections.  Status reports  Following the Service Desk model, produce a report that  summarizes the main activities carried out during the month  (incidents, problems, requests, improvements, issues, risks,  etc.)  Health reports  Status and information on activities performed in order to  increase the efficiency of the service and to keep or reduce the  maintainability effort, e.g. by automating recurrent manual  tasks.  Service support  issues  Collection of all the issues solved by the Service Desk,  containing the impact analysis, effort and scripts applied.  Meeting minutes  Notes of the audio, video or face to face meetings with ECHA  and other involved stakeholders, as well as any other meeting  on which the contractor participates, not covered under other  reports. Work Packages (WP)  LOT 1  LOT 2  WP 7  Grow  Contribute  Responsible  This Work Package refers to activities in scope of Lot 2  4.7. Grow (WP 7)  4.6.3.3. Pricing  • Either at FWC666 level (covering all the products in scope of the lot), or at a lower  level, e.g. distinguishing the Industry channel and the Data platform  • On yearly basis, using for each month in the year, one of the load as expected:  o Low volume  o Medium volume  o High volume  o Peak period 