General Service Expectations

• By approving the use of the Cornell Master Agreement for any of our cloud services in your unit, you agree to all charges against your unit’s sub-accounts as documented in the consolidated monthly bill provided by AWS or Azure.
• Billing is managed by Central IT. Central IT will directly recharge your unit on a monthly basis for the costs associated with your unit’s sub-accounts.

• Cloud Services are a metered service, like municipal utilities. You have total control over the consumption of services.
• To avoid unplanned billing spikes for which your unit is financially responsible, refer to Amazon’s published best practices for guidance on how to monitor and control AWS fees. Similar cost management guidance is available for Azure use.
• Billing questions or disputes are the responsibility of each business unit, but as Master Agreement holder, Cornell IT will aid you in your efforts to challenge erroneous fees.

AWS Support Expectations

• Service Quality/Availability: AWS is a contracted-for service. Reporting and recovering from service outages or alerts are the vendor’s responsibility. Visit the AWS Status site for information about known service status, issues, and where to report outages.
• There is an abundance of thorough documentation on the AWS site. The Cloudification Team is available to help answer questions as well.
• Enterprise support from Amazon is free under the contract.
• Advanced, for fee, service is available from Amazon.
• Additional, for fee, support and consultation services are available by CIT.

Azure Support Expectations

• Service Quality/Availability: Azure is a contracted-for service. Reporting and recovering from service outages or alerts are the vendor’s responsibility. Visit the Azure Status site for information about known service status, issues, and where to report outages.
• There is an abundance of thorough documentation on the Azure site. The Cloudification Team is available to help answer questions as well.
• Enterprise support from Azure is free under the contract.
• Advanced, for fee, service is available from Azure.
• Additional, for fee, support and consultation services are available by CIT.

Your Responsibilities

The appropriate and compliant use of AWS or Azure resources under the appropriate Master Agreement is the responsibility of the sub-account holder (faculty or staff member), and any university faculty or staff who the sub-account holder has granted access. Please visit our data use guidelines for guidance on which data types are permitted.