Posting here because the standard support channel has gone dead and I'd like to know if anyone has been through this before.
**Timeline**
- April 25, 2026: received the standard "your Free Trial ends in 30 days" email. Account had been Always Free + active Free Trial since the start. No paid resources in use.
- April 30, 2026 (5 days into the 30-day window, before trial actually expired): tenancy suspended. Sign-in returns "Invalid username or password" no matter how many times I reset. Compute instance unreachable.
- April 30, 2026 evening: opened SR 4-0002675335. Detailed appeal explaining the workload (a personal recipe-sharing web app, Laravel + PostgreSQL, real users), the architecture, addressing every plausible false-positive trigger I could think of (DuckDNS reputation, cross-cloud Vercel→OCI traffic, PostgreSQL maintenance CPU spikes), and offering to upgrade to Pay-As-You-Go on reinstatement.
- May 1, 2026: response from Oracle Customer Support, in full: *"Your account was suspended for violation of the Oracle Cloud Services Agreement. If you believe this decision was in error, you may request a secondary review."*
- Same day: secondary review submitted with full architecture and identity transparency. Response: *"We have escalated your account for review, and it was determined that it will remain closed. This decision is final."*
No specific clause cited. No specific behavior identified. No technical detail. Just "violation" → final.
For context, I'm a professional DBA / IT manager, not an anonymous account. I'm not running a botnet, mining crypto, hosting illegal content, or doing anything that any reasonable reading of the Acceptable Use Policy (CSA Section 1.3) would catch. The app is **misechef.com.br** — is a free recipe app in test.
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**The part that actually matters now: my data**
I'm not here to argue the suspension. Oracle has the contractual right to suspend accounts under Section 9.3. Fine.
What I am arguing is that **the same contract that gives Oracle the right to suspend also obliges Oracle to give me access to my data during suspension and a retrieval window before deletion**. Specifically:
- **CSA Section 9.3:** *"During any suspension period, we will make Your Content (as it existed on the suspension date) available to You."*
- **CSA Section 9.5:** *"At the end of the Services Period, we will make Your Content available for retrieval by You during a retrieval period specified in the Service Specifications. Following the retrieval period [...] we will delete any of Your Content that remains in the Services."*
- **CSA Section 20.6** defines Your Content as including *"all software, data (including Personal Information), text, images[...] provided by You or any of Your Users that is stored in, or run on or through, the Services."*
Source: https://www.oracle.com/contracts/docs/cloud_csa_online_v062223_us_eng.pdf
The boot volume of my suspended Compute instance contains:
A PostgreSQL database with content.
A Laravel storage directory with uploaded images.
Neither can be reconstructed from anywhere else. There were no off-host backups (I know, I know, that was on my roadmap and hadn't been set up yet).
I opened a separate SR exclusively for data retrieval, citing the clauses above. The AI Support Assistant routed me through KB85777 (boot volume backup via OCI CLI / curl) which requires Console access — the exact thing the suspension blocks. Catch-22 by design.
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**What I'm asking the community**
Has anyone successfully retrieved data from a suspended OCI tenancy? Which team handled it? Trust & Safety? Cloud Operations? Legal?
Are there documented cases of Oracle providing a boot volume snapshot via PAR link or equivalent for suspended tenancies? I haven't found anything in the public docs.
Has anyone gotten a specific clause cited after pushing for it? At minimum I want to understand what was flagged so I don't repeat it on any future Oracle workload (or any other cloud, really).
Any escalation path beyond Customer Support — Customer Advocate, Developer Advocate program, executive escalation — that has actually worked?
If there's an Oracle person reading this who can help: I'm not asking for special treatment. I'm asking for (a) a specific reason and (b) the data retrieval right that the contract already grants.
Thanks.