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 27001:2013 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 complies with the EU-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention when a customer and Oracle have agreed by contract that transfers of personal information from the European Economic Area (“EEA”) will be transferred and processed pursuant to the Privacy Shield for the relevant services. When conducting those activities on behalf of its EEA customers, Oracle holds and/or processes personal information provided by the EEA customer at the direction of the customer. Oracle will then be responsible for ensuring that third parties acting as an agent our behalf do the same.
With respect to personal information received or transferred pursuant to the Privacy Shield Framework, Oracle is subject to the regulatory enforcement powers of the U.S. Federal Trade Commission.
Oracle continues to adhere to the underlying European privacy principles of the U.S.-Swiss Safe Harbor for the processing of Personal Information received from Switzerland when Oracle and a customer have agreed by contract that such transfers will be transferred and processed pursuant to the Safe Harbor. To learn more about the Safe Harbor program, and to view our certification, please visit https://safeharbor.export.gov/swisslist.aspx.
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request. Under certain conditions, more fully described on the Privacy Shield website, you may invoke binding arbitration when other dispute resolution procedures have been exhausted.
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 our inquiry form. Written inquiries may be addressed to:
Chief Privacy Officer, Oracle Corporation
10 Van de Graaff Drive
Burlington, MA 01803
Last Updated: September 28, 2016