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## 4.6.1. Application management (WP 6.1) 

The Application Management services encompasses the management of the Application and the underlying Application Technology Stack including proper patching of the components to ensure availability, performance, security, recoverability and maintainability of the application through documented procedures. 

The details of this work package are provided in Annex 10 –  Supplementary information for Application Management. 

## 4.6.1.1. Activities 

• Operations –  i.e. Keep the products running: IT operations activities to keep the IT products running and healthy with the functionalities available to users as expected. In addition, other technical activities such as minor technology or platform migrations may be required. 

• Effort Bands: Instead of 'pay by the day', ECHA will pay for reserving 'capacity' each month. As and when operational activities are needed, they will effectively consume from this reserved capacity. The contractor is expected to be flexible, i.e. in case the capacity reservation is exceeded one month, ECHA services must not cease. This will be addressed by ensuring that for future months, the capacity is adjusted to ensure a better fit. 

• Service Bands [Availability%]: ECHA will ask the Contractor to deliver services during certain times of the day, depending on the application and the environment. For example, if ECHA specify a 'service band' for REACH-IT (production environment) of '24h x 7d', then it means amongst other things that the Contractor has to monitor and have someone available, 24x7, to ensure that if incidents occur, they are rapidly resolved. In parenthesis [Availability%] is the expectation of application availability linked to each service band. 

• SLA and Penalties: Regarding Application Management, the FWC666 defines SLAs linked to Application Availability, Incident resolution times, and Service/Change Request resolution times. The FWC666 also defines the penalties that ECHA may impose, linked to breaches of these SLAs. 

• Cloud platform administration: ECHA has a strategy to use PaaS/SaaS solutions from cloud platforms where it is deemed fit for purpose. For the Contractor, this might mean that an existing application or a component thereof in scope of this FWC666 is transitioned to a cloud service platform. It is also possible that a new application is, at inception, placed within a cloud service platform. In such cases, it is possible that the Contractor needs to assume a certain level of administrative responsibility for the configuration and operation of the cloud service in question. In this situation the required 'effort bands' will be agreed accordingly under an Application Management specific contract. 

• Infrastructure Services provided by ECHA: ECHA (via a 3rd party contractor) will provide the hosting solution for the production and certain other environments (Replica, Training, QA) in which the applications will run. This hosting solution will provide the Contractor with secure remote connectivity capability to Virtual Machines running an operating system. 

• Monitoring of application systems: The Contractor shall monitor the applications and component IT systems for any signs that could indicate degradation in the availability of the functionalities or services provided to end users. These events will trigger proactive corrective measures to avoid incidents or remediation actions via incident management according to defined SLAs. 

