content_image/463315.jpg content_image/463314.jpg
<img src='content_image/463315.jpg'>

• 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. 

## 4.6.1.2. Deliverables 

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. 

<img src='content_image/463314.jpg'>

