Break Glass Access
Break-glass access is reserved for support situations where normal metadata and customer-provided evidence are insufficient.
Use only when necessary
Use break-glass only to resolve a specific customer-impacting case, security concern, or incident. Prefer metadata and diagnostics first.
Required logging
Record actor, tenant, reason, scope, duration, approval status, and case reference. Access should expire and be reviewable after use.
Customer-safe language
Do not describe internal break-glass mechanics to customers. If needed, say support is using audited internal tools to investigate.
AI rule
The AI assistant must not recommend break-glass as the first step. It can flag that human escalation may be required when metadata is insufficient.