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• Determines the procedures and business processes to apply; 

• Determines the quality framework, the implementation of quality requirements, and the instruments to specify and monitor them (SLA). 

## 7.3. Service Level Agreement (SLA) 

In the context of the service delivery under FWC666 an SLA is defined between ECHA and FWC666 contractors to define the level of service expected by the Contracting Authority to monitor the performance of the work to be carried out under FWC666 and as described in the Technical Specifications. 

FWC666 SLA initial scope, implementation and evolution 7  is provided in Annex 16 –  Service Level Agreement. It provides service levels, measurement methods, including a system of compensation and incentives. Specific performance indicators are defined for each of the work packages and areas of service delivery specified in the sections above. 

It is also noted that the SLA is meant to support the Contracting Authority when providing services to its customer. In practice, ECHA may establish SLAs with its customers to define the level of service to be provided for the products in scope of FWC666. These SLAs can be established also in the context of cooperation with other contracting authorities 8 . 

## 8. Software Development Lifecycle Tools (SDLC), Technologies and Licencing arrangements 

ECHA is on a journey to progressively harmonise the SDLC methodologies and tooling. From a variety of approaches and tool-sets, thanks to an internally led initiative called ITFITS (IT For IT Services) all the phases of the SLDC and the knowledge generated therein will be based on standard solutions, used by ECHA and IT contractors, seamlessly and maximising sharing and accessibility of relevant ECHA owned content, also to facilitate multi-party collaboration, transitions and business continuity in case of change of consultants/contractor. 

Such articulated toolset will be provided by ECHA and serviced by ECHA (potentially outsourcing technical services underpinning the front service). 

ECHA is responsible for leading the evolution of the SDLC the tools which are provided at the onset of this FWC666 as is, i.e. configured and/or customised according to the needs of the Agency. ECHA is aware of the impact of the SDLC tooling on the performance of the contractor, therefore considers its IT contractors as stakeholders of the evolution of the toolset and related service. 

## 8.1. ECHA standard tooling 

ECHA SDLC standard tools in place at the time of writing are depicted in Annex 18 –  ECHA standard tooling. ECHA requires that the Contractors will use these tools for all pertinent processes and task related to the execution of the activities under this FWC666. This includes collaboration with ECHA and any other Contractor or ECHA third party as required 

