Request Break Glass Event

Oracle requires access to customer data to be able to perform certain important actions including (but not limited to): troubleshooting issues, applying certain categories of bug fixes, performing certain application upgrade steps etc. The customer is required to initiate a Break Glass event on an environment.

Request Specifications

• The customer is required to initiate a Break Glass event on an environment.
• A Break Glass event grants temporary access to customer data to Oracle Personnel for a specified purpose.

Customer Obligations

• Customers must be subscribed to the Break Glass cloud service add-on for each (eligible) Oracle Utilities Cloud Service for which they wish to use the Break Glass features.
• The customer must submit one service request per environment via My Oracle Support Portal.
• Break Glass events may be scheduled to happen as soon as possible (for urgent Severity 1 issues), or they may be scheduled in the future. Customers must specify the date/time for the Break Glass event.
• Customers must approve Break Glass events via My Oracle Support. This approval needs to be included in a Break Glass related Service Request, and must be made by a Customer administrator.
• Optionally the customer can also request to get Audit logs for the requested Break Glass event. Retention policy for these Audit logs is 30 days.

Oracle Cloud Ops Team Obligations

• Acknowledge and schedule the execution of service request.
• Execute steps to complete the service request
• Notify the customer upon completion of the activity
• If Audit logs were requested by customer, DevOps to provide Break Glass event logs

Service Level Objective

• Advanced Notice: 7 business days
• Acknowledge/ Schedule: 2 business days
• Execution Time: 1 business day
• Outage Expected: Yes