This Service Level Agreement (SLA) sets the commitment that prevails between the Division of Information Technology and each university academic, administrative, and programmatic unit, as they are mutually understood by their primary stakeholders. This Agreement remains valid until superseded by a revised or new agreement.

This SLA must be in place for a customer AWS account to remain within the University AWS Organization and to receive the benefits of Enterprise Support and the Enterprise Discount Program.

Either party may terminate the SLA within 60 Days business days notice.

Roles and responsibilities

Under this Service Level Agreement (SLA), the customer is responsible for the security, configuration, and cost of all AWS resources they provision within their AWS account. The AWS Shared Responsibility Model provides more details about what the customer is responsible for compared to what AWS is responsible for. DIT will pass through all AWS service charges, discounts, and credits through to the Driver Worktag provided by the customer when the account was requested. Further details about the AWS billing process are available in UMD AWS Billing Process.

The following list contains some examples of the responsibilities of the customer.

• Patch Management - The customer is responsible for patching their guest operating systems and applications.
• Configuration Management - The customer is responsible for configuring their own guest operating systems, databases, applications, and network security.
• Backup & Recovery - The customer is responsible for ensuring their data is properly backed up and for the recovery of any lost data. 
• Security & Authentication - The customer is responsible for ensuring their resources are properly authorized and secured. including following all applicable USM Security Standards.
• Costs Incurred - The customer is responsible for all costs incurred by their AWS account, including those caused by lack of awareness or mis-configuration. 

The following list contains some examples of the responsibilities of DIT.

• Enterprise Support - DIT will maintain an enterprise support contract with AWS, and make the support resources available to the customer.
• Enterprise Discount Program - DIT will maintain an Enterprise Discount Program (EDP) with AWS, and make the discounts available to the customer. 

The following list contains some examples of the responsibilities of AWS.

• Physical and Environmental - AWS is responsible for the security and control of the physical/environmental AWS infrastructure
• Support Response Times - AWS will respond to support cases based on the severity, as outlined in the AWS Support Documentation