ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  43 (77) Table 9: Application management deliverables (WP 6.1)  Service and Change requests  Event, incident and problem management  Application Management  service  The contractor shall ensure an efficient service that  adheres to the requirements and using automation  whenever cost-effectively feasible.  Documentation  Documentation of the Applications is available and up-to- date  Reports  Reports on Availability, incidents and service/change  requests SLAs  Incident  priority Maximum  Incident  Response  Status Notification to ECHA Maximum  Incident  Resolution  Priority 1 15 min  Upon ticket assignment and every  30 min afterwards during the first  8 hours; there-after every hour  As soon as possible  within 2 hours  Priority 2 1 hour  Every 4 hours  As soon as possible  within 8 hours  Priority 3 4 hours  Every 24 hours  As soon as possible  within 36 hours (or  otherwise agreed at  Specific Contract)  Request Type  Maximum  Response  Maximum Resolution  Web, application and database server  configuration and parameterisation changes $^{†}$  4 hours  2 days  Other middleware configuration changes $^{†}$  8 hours  2 days  Middleware patching $^{†}$  8 hours  2 days  DB content changes, for example data  correction $^{†}$  2 hours  6 hours  Configuration file simple parameter changes  (example change value in application  configuration files) $^{†}$  2 hours  6 hours  Emergency changes  2 hours  To be mutually agreed  between ECHA and the  Contractor at the level  of Specific Contract or  in a Change Advisory  Board (CAB) meeting.  Standard Changes (definition to be mutually  agreed between the Contractor and ECHA at  the level of Specific Contract)  2 hours  2 hours  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu  The following timers define the time period within which the contractor is expected to  resolve a ticket relating to Application Management deliverables (see also Annex 10  – Supplementary information for Application Management).  4.6.1.3. Timers 