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 This Agreement remains valid until superseded by a revised or new agreement.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's Microsoft Azure subscription to remain within the UMD Azure Enterprise Agreement to receive the benefits of Unified Support and pricing discounts. 

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 Azure resources they provision within their Azure subscription. The Azure Shared Responsibility Model provides more details about what the customer is responsible for compared to what Azure is responsible for. DIT will pass through all Azure service charges, discounts, and credits through to the Driver Worktag provided by the customer when the cloud account was requested. Further details about the Azure billing process are available in Microsoft Azure 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 Azure subscription, including those caused by lack of awareness or mis-configuration. 

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

• Unified Support - DIT will maintain a unified support contract with Microsoft and makes the support resources available to the customer.
• Pricing Discounts - DIT will maintain an Azure Enterprise Agreement to make pricing discounts available to the customer. 

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

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