ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  46 (77) 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 (number of tickets) 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).  ECHA intends to structure the support services in two layers implementing separation of  concerns, increasing the efficiency of the support service and facilitating the access and  use of support services from the end user perspective. Services can be generally categorised in:  4.6.3. Service support (WP 6.3)  • User facing support service (e.g. referred to as Helpdesk or Level 1)  • Back-office support services (e.g. referred to as Level 2 or Level 3)  The default position is that ECHA shall provide the function of User facing support, and the  contractor shall perform the Back-office support services. ECHA may under certain  circumstances utilise the contractor also for User facing support, which may be used as a  supplement to an existing team. These are the main (but not limited to) activities and  deliverables expected:  4.6.3.1. Activities  • Service Desk activities, e.g. incident, problems, information and service requests  • Support the product management via the service manager  • Support integration with other products (e.g. in scope of other projects)  • Support Application Management activities (including third parties)  • Ensure maintainability of the products and inform ECHA about any technical risk  (e.g. potential performance issues, etc)  • Suggest technical and functional improvements to increase the efficiency in the  business processes, the service support itself, developments and services, e.g.  supported by quality code metrics.  • Perform regular operations, such as yearly data format changes, data corrections,  data extractions, etc.  • Maintain the knowledge management artefacts, such as architecture documents,  functional and technical specifications, test plans, user guides, etc.  4.6.3.2. Deliverables  Deliverable  Description  Tickets closed  Resolution of the assigned tickets (incidents, information and  service requests, problems, etc.)  –  including all activities  required to close a ticket (e.g. interactions, troubleshooting etc.)  Updated knowledge  management  artefacts  Service card, specifications, operation documents, etc. updated  when necessary (e.g. changes in the stakeholders, in the list of  services provided, dependencies, etc.)  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu 