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## Services support and new services creation support process: 

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EFSA can request support to run its services; this support will be requested in terms of foreseen number of service requests for unit of time (e.g. number of tickets served daily). 

The quality will be measured according to service level agreement (SLA) described in the related specific contract/order form. 

The contractors will have to follow EFSA work instructions to perform the service and track all needed outputs. 

If EFSA requests the creation of a new service, the contractor will be requested to support EFSA during the normal activities according to a fixed price contract, this contract aims at: 

• Understanding the needed activities and enabling processes; 

Identify the possible obstacles and the time needed for each step of the process; 

• Propose procedural leaning and time saving processes also proposing automation for specific tasks; 

• Support the drafting of working instructions. 

EFSA might request to produce additional automation processes needed to execute working instructions, and consequent adjustment of the service contract (e.g. reduction of resources-cost, increase of service requests, improvement of the SLA). All outcomes of new services creation must describe the expected efficiency gain. 

## Respect of deadlines 

• The  deliverables and the timesheets must be submitted on time and be fully compliant to the specifications described in the specific contract / order form. 

• Tenderers are hereby reminded of the framework contract provisions related to the application of liquidated damages in the case of delayed submission of deliverables. 

## Monitoring quality of performance 

Under fixed price basis assignment, for each fixed price specific contract/order form EFSA will set a specific number of quality criteria. 

The quality criteria will be monitored during the activities and will be part of the test set which will be also used for the acceptance test. The payment will be made only if the acceptance test is successful and the required quality level is met. 

## Deliverables support 

For each deliverable produced the contractor will provide full support in bug fixing and maintenance during the subsequent duration of the FWC. 

## 1.5 OWNERSHIP, INTELLECTUAL PROPERTY RIGHTS, USE OF RESULTS 

As regards any product or delivery commissioned by EFSA and developed by the contractor in the context of the contract resulting from this call for tenders, as well as source codes of IT applications and models developed for EFSA, the intellectual property rights will be owned by EFSA only in its capacity as financial source of the contract. The contractor cannot file a trademark, patent, copyright or other IPR protection scheme in relation to any of the results or rights obtained by EFSA in performance of the contract, unless the 

