Services Data is data that resides on Oracle, customer or third-party systems to which Oracle is provided access to perform services (including Cloud environments as well as test, development and production environments that may be accessed to perform Oracle consulting and support services). Oracle treats services data according to the terms of this policy, and treats services data as confidential in accordance with the terms of your order for services.
In contrast, having contracted with Oracle for Cloud or other services, the customer provides Oracle access to its production, development or test environment, which may include personal information about its employees, customers, partners or suppliers (collectively "end users").
Below are the conditions under which Oracle may access, collect and/or use services data.
To Provide Services and to Fix Issues. Services data may be accessed and used to perform services under your order for support, consulting, Cloud or other services and to confirm your compliance with the terms of your order. This may include testing and applying new product or system versions, patches, updates and upgrades; monitoring and testing system use and performance; and resolving bugs and other issues you have reported to Oracle. Any copies of services data created for these purposes are only maintained for time periods relevant to those purposes.
As a Result of Legal Requirements. Oracle may be required to retain or provide access to services data to comply with legally mandated reporting, disclosure or other legal process requirements.
Oracle does not use services data except as stated above or in your order. Oracle may process services data, but does not control your collection or use practices for services data. If you provide any services data to Oracle, you are responsible for providing any notices and/or obtaining any consents necessary for Oracle to access, use, retain and transfer services data as specified in this policy and your order.
Oracle's access to services data is based on job role/responsibility. Services data residing in Oracle-hosted systems is controlled via an access control list (ACL) mechanism, as well as the use of an account management framework. You control access to services data by your end users; end users should direct any requests related to their personal information to you.
Oracle is committed to the security of your services data, and has in place physical, administrative and technical measures designed to prevent unauthorized access to that information. Oracle security policies cover the management of security for both its internal operations as well as the services. These policies, which are aligned with the ISO/IEC 27001:2005 standard, govern all areas of security applicable to services and apply to all Oracle employees. Oracle's Support, Consulting and Cloud lines of business have developed detailed statements of security practices that apply to many of their service offerings, which are available for review at your request.
Oracle's security policies and procedures are reviewed and overseen by Oracle Global Information Security (GIS). GIS is responsible for security oversight, compliance and enforcement, and for conducting information security assessments and leading the development of information security policy and strategy.
Oracle is also committed to reducing risks of human error, theft, fraud, and misuse of Oracle facilities. Oracle's efforts include making personnel aware of security policies and training employees to implement security policies. Oracle employees are required to maintain the confidentiality of services data. Employees' obligations include written confidentiality agreements, regular training on information protection, and compliance with company policies concerning protection of confidential information.
Oracle promptly evaluates and responds to incidents that create suspicions of unauthorized handling of services data. Oracle GIS and Legal are informed of such incidents and, depending on the nature of the activity, define escalation paths and response teams to address the incidents. If Oracle determines that your services data has been misappropriated (including by an Oracle employee) or otherwise wrongly acquired by a third party, Oracle will promptly report such misappropriation or acquisition to you.
Oracle is a global corporation, with operations in over 80 countries, and has developed global data practices designed to assure your personal data is appropriately protected. Oracle's privacy practices, including the practices addressed in this policy and those applicable to its services businesses, comply with the United States/European Union Safe Harbor framework and the United States/Swiss Safe Harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal data from the European Union member countries and Switzerland. Oracle has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view Oracle's certification, please visit http://www.export.gov/safeharbor/.
If you have any complaints regarding our compliance with the Safe Harbor program, you should first contact us. If contacting us does not resolve your complaint, you may raise your complaint with TRUSTe by Internet, fax to 415-520-3420, or mail to TRUSTe Safe Harbor Compliance Dept., (click for mailing address). If you are faxing or mailing TRUSTe to lodge a complaint, you must include the following information: the name of company, the alleged privacy violation, your contact information, and whether you would like the particulars of your complaint shared with the company. For information about TRUSTe or the operation of TRUSTe's dispute resolution process, visit the TRUSTe feedback page or request this information from TRUSTe by fax or mail as indicated above.
Oracle has appointed a Chief Privacy Officer. If you believe your services data has been used in a way that is not consistent with this policy, or if you have further questions related to this policy, please contact the Chief Privacy Officer through out inquiry form. Written inquiries may be addressed to Chief Privacy Officer, 10 Van de Graaff Drive, Burlington, Massachusetts 01803, United States of America.
Last Updated: October 2013