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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). 

## 4.6.3. Service support (WP 6.3) 

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: 

• 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 

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