content_image/498290.jpg
<img src='content_image/498290.jpg'>

Service Report (MSR); 

• a description of a Deliverable Tracking Matrix (DTM); 

• a description of the planning schedule in Gantt presentation; 

• the overall FWC666 process model (application development management, service support management, security management, etc.), the internal processes in application for the contract, including team organisation and composition, Quality Assurance and Control procedures, the communication plan, the escalation process and rules; 

• the “interaction model” between ECHA and the contractors (see 4.1.1.1 Interaction with ECHA and 4.1.1.2 Interaction between contractors and third parties for information on the interaction model); 

• the Service Level Agreement (SLA) that defines service quality requirements, quality of services, quality targets, objective metrics to measure performance achieved and monitoring means for all services to be provided during the course of the FWC666. It can refer to the SLAs of ECHA towards its customers, SLAs between ECHA and its partners and Terms of Collaboration (ToC) between the National Authorities (NAs) and ECHA. The Specific Contractual service levels applicable to each of the SCs shall be part of the FQP 

• the rules and procedures that the contractor will apply to ensure the confidentiality and the security of all the information relevant to FWC666 

• the external processes, aligned with ECHA’s external processes under other contracts and based on all specific interfaces and including the external reporting measures (e.g. reporting deliverables, meetings schedule, etc.) 

• An overall project glossary. This project glossary must also be continuously updated 

• The incident, change and risk management on the contractual services 

• The Continuous Service Improvement Process (CSIP), aligned to the requirements provided in 4.1.7 Continuous Service Improvement Process (WP 1.7) 

• IT Service Management processes should be subject to and supported by corresponding procedures. Furthermore, the contractor will have to define any specific operations, administration and technical support policies needed in relation to the supported portfolio: platforms, tools and bespoke software. 

The FQP must be aligned with the existing ECHA ICT governance. See Annex 8 –  ECHA ICT governance (PRO-0027) for details. 

Whereas the initial version of the FQP is a specific deliverable under the FWC666 phase-in activities of the first contractor in cascade of LOT 2, all contractors will contribute to the maintenance of the FQP (to the extent required) with ECHA coordinating the contribution from the other contractors. 

The drafting of the FQP shall start immediately after the takeover contract is signed and be delivered in Sent for Review version 2 months prior completion of takeover at the latest. 

The FQP will need revisions, reflecting the evolution of the services, the quality procedures, the CSIP and the contractual service levels. At each major event and at least once per year, the FQP will be revised and updated. FQP and its related documents are subject to a document review involving ECHA and stakeholders nominated by ECHA. 

