Overview

This Service Level Agreement (SLA) is between the Division of Information Technology (DIT) and its Customers of the Data Backup Service. Under this SLA, DIT agrees to provide, at the specified rates and for the specified duration, TSM Data Backup Service (the Service) for subscribing units and departments of the University of Maryland. This SLA also outlines other topics pertinent to the Service, including requisites for the Service, the available policies for the Service, and the identification of responsibilities of both DIT and its Backup Service Customers (the Customer).

Service costs

• The Service, its policies, and its features will incur defined costs against a Customer's Driver Worktag account. It is the Customer's responsibility to understand the costs associated with each Policy and Feature of the Service. It is also the Customer's responsibility to provide the Driver Worktag information to DIT upon service registration.
• Changes to the Driver Worktag information must be made in writing to DIT. Costs are billed monthly. DIT will provide access to view bills for the previous month's charges to the contacts listed by the Customer.
• The automated bills are generated on the 15th of each month or the next business day after the 15th.
• Example: The charges for August utilization will be billed on September 15th (if the 15th is a holiday, the charges will be billed on the next business day after the 15th).
• Charges may be viewed by following the instructions provided at Navigating Your DIT One Bill.

DIT controls and expectations

• The Service is available 24/7. DIT will follow Board guidelines for maintenance. DIT will give 7 days' notice if maintenance may affect service. DIT will give 3 days' notice for minor changes that will not interrupt service.
• Unexpected outages of the Service will be resolved by DIT promptly. Post-event notification to all Customers should be sent following resolution of the Service outage or event.
• DIT will provide full troubleshooting for the Service under this Agreement. DIT may not support unrelated issues, such as network or server problems, or virus remediation. If the Customer requests extensive training or consultation, charges may apply for DIT staff time and resources. These requests are outside the scope of this agreement.

Customer controls and expectations

• The Customer represented in this SLA needs to submit a signed Agreement to register for an account for the Service. The account may have more than one node to back up. To add additional nodes in the future, the Customer’s designated technical or administrative contacts must submit a written request specifying the details of the new nodes to DIT. DIT will review and must approve all such requests before any additional nodes are backed up. DIT will confirm approval to the designated contact.
• The Customer is responsible for promptly advising DIT of any Workday Driver Worktag, technical, or administrative contact changes, specifically identifying which devices are eligible for such changes.
• The Customer agrees to enroll only eligible devices for the Service. Eligible devices are limited to those running a supported operating system. Workstations are not eligible. Laptops must use Code42 for backup.
• If Service availability or reliability issues occur, the Customer must contact DIT through official channels. DIT will respond by the end of the NBD hours, although the issue may not be resolved immediately.
• To report issues, the Customer must email backup-help@umd.edu or submit a ticket to itsupport@umd.edu.
• The Customer shall comply with all University Policies on Acceptable Use of Information Technology Resources as issued by the DIT Security Office. The backup service is limited solely to research, academic, and administrative affairs of the University of Maryland and its affiliates.

See Data Backup Service for details on requisites, policies, features, and costs.