Establishing a Break Glass Event

Break Glass events are established by Oracle, but may be requested either by Oracle or by the Customer. For example:

• Oracle may identify a bug fix, upgrade step or troubleshooting activity which requires access to customer data. In this case, Oracle will establish the Break Glass event, specify the rational, propose an expected execution duration (i.e. the time box) and request that the Customer reviews/approves the requested access

• The customer may request that Oracle assist with troubleshooting an issue. In this case, the Customer would raise a Service Request (via My Oracle Support) to establish the Break Glass event. Please see the Oracle Utilities Cloud Services Cloud Operations Guide for details on how to raise this Service Request.

Break Glass events may be scheduled to happen as soon as possible, or they may be scheduled in the future.