ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  42 (77) • Incident, Problem and Change Management: The Contractor shall resolve incidents  raised through monitoring, or other channels, according to defined SLAs. The  Contractor shall apply problem management processes for recurring incidents.  ECHA change management procedures shall be applied to any changes needed in  applications or component IT systems.  • Service Request fulfilment: The Contractor shall process service requests from  ECHA or 3rd parties according to defined SLAs. Service requests could be tasks  such as provide information, run scripts, manage user accounts or delete data.  • Testing application functionality after changes: Performing pre-agreed test cases  to verify that the applications functionalities are available to end users after a  change has been performed. The change could also be to an application or system  not itself explicitly in scope of this FWC666. An example would be OS security patch  installation or change in the underlying computing infrastructure. [Note that this  different from the testing done in the software development and delivery]  • Testing restore functionality of backups: Ensure that restore of data and  configurations is possible from backups performed by 3 rd party. Integrity and  usability of restored files need to be verified. Testing should be done at least twice  a year in each environment.  • Documentation of application components and configurations: ECHA has  documentation of applications, component systems, connections and integration  points. The Contractor will keep this documentation up to date and develop it as  needed.  • Following ECHA technology roadmap: The Contractor's technology choices for  services under this FWC666 shall align with ECHA's technology roadmap. During  the execution of the FWC666 the Contractor shall flag any deviation of application  components or versions thereof and propose a remediation plan to re-align with  the roadmap.  More details about the activities are provided in Annex 10  –  Supplementary information  for Application Management.  An indicative and not exhaustive list of deliverables is available in the table below. More  details are available in Annex 10  – Supplementary information for Application  Management.  4.6.1.2. Deliverables  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu  Deliverable  Description  Application environment  and monitoring setup  A fully functioning Application environment that has been  setup, using automation tool chain where applicable and is  monitored by the Contractor’s monitoring system. Application Management  service setup  Necessary configurations in service delivery tools in order  to perform event, incident and problem management  (including security incident monitoring and management)  and to issue change and service requests for this specific  Application environment.  Application Management Service operational  handbook  A document where all the agreed operational aspects of  the Application Management service are described in detail.  Application  ‘up and  running’ The contractor shall ensure a smooth, predictable running  of the application, including the preparation and  maintenance of related operational documentation. 