ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  41 (77) 4.6.1. Application management (WP 6.1)  4.6.1.1. Activities  P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu  • Operations  –  i.e. Keep the products running: IT operations activities to keep the IT  products running and healthy with the functionalities available to users as  expected. In addition, other technical activities such as minor technology or  platform migrations may be required.  • Effort Bands: Instead of 'pay by the day', ECHA will pay for reserving 'capacity'  each month. As and when operational activities are needed, they will effectively  consume from this reserved capacity. The contractor is expected to be flexible, i.e.  in case the capacity reservation is exceeded one month, ECHA services must not  cease. This will be addressed by ensuring that for future months, the capacity is  adjusted to ensure a better fit.  • Service Bands [Availability%]: ECHA will ask the Contractor to deliver services  during certain times of the day, depending on the application and the environment.  For example, if ECHA specify a 'service band' for REACH-IT (production  environment) of '24h x 7d', then it means amongst other things that the Contractor  has to monitor and have someone available, 24x7, to ensure that if incidents occur,  they are rapidly resolved. In parenthesis [Availability%] is the expectation of  application availability linked to each service band.  • SLA and Penalties: Regarding Application Management, the FWC666 defines SLAs  linked to Application Availability, Incident resolution times, and Service/Change  Request resolution times. The FWC666 also defines the penalties that ECHA may  impose, linked to breaches of these SLAs.  • Cloud platform administration: ECHA has a strategy to use PaaS/SaaS solutions  from cloud platforms where it is deemed fit for purpose. For the Contractor, this  might mean that an existing application or a component thereof in scope of this  FWC666 is transitioned to a cloud service platform. It is also possible that a new  application is, at inception, placed within a cloud service platform. In such cases, it  is possible that the Contractor needs to assume a certain level of administrative  responsibility for the configuration and operation of the cloud service in question. In this situation the required 'effort bands' will be agreed accordingly under an  Application Management specific contract.  • Infrastructure Services provided by ECHA: ECHA (via a 3rd party contractor) will  provide the hosting solution for the production and certain other environments  (Replica, Training, QA) in which the applications will run. This hosting solution will  provide the Contractor with secure remote connectivity capability to Virtual  Machines running an operating system.  • Monitoring of application systems: The Contractor shall monitor the applications  and component IT systems for any signs that could indicate degradation in the  availability of the functionalities or services provided to end users. These events  will trigger proactive corrective measures to avoid incidents or remediation actions  via incident management according to defined SLAs.  The Application Management services encompasses the management of the Application  and the underlying Application Technology Stack including proper patching of the  components  to  ensure  availability,  performance,  security,  recoverability  and  maintainability of the application through documented procedures. The details of this work package are provided in Annex 10  –  Supplementary information  for Application Management. 