Memset Ltd

Cloud IaaS (Powered by OpenStack)

Memset’s Cloud IaaS (Powered by OpenStack) is a ubiquitous open source cloud-computing platform for utility-billed public clouds. Memset’s Cloud IaaS service is competitively priced, multi-site, simple to implement, rapidly scalable and feature rich, backed by industry-leading SLAs and UK-based, BPSS and SC cleared support teams.

Features

  • Fully featured 14 day free trial accounts available
  • All APIs fully Refstack/DefCore compliant to 2016.2
  • Secured by design - first architecture meetings to ongoing operations
  • Highly competitive hourly billing rates, pay for what you use
  • High availability architecture designed to provide resilient hosting
  • Effective DR with snapshotting, failover networking and geographically redundant clusters
  • Ideal for agile development environments and rapidly scaling infrastructure
  • Open-source APIs and hourly billing model support complete data mobility
  • Integrates with preferred orchestration systems such as Terraform, ManageIQ, etc.
  • OpenStack cloud operates with full security accreditation

Benefits

  • Elasticity: Cloud scales with growing traffic and usage
  • Resource pooling: according to need and requirement
  • Economies of scale – increase output or productivity with resources
  • Optimum utilisation of physical hardware enables reduced infrastructure cost
  • Entirely standardized, open-source and interoperable - Avoid vendor lock-in
  • Self-service control panel and APIs – deploy what you need
  • Rapidly deployable – bring infrastructure live in seconds
  • Completely API driven, Heat templates enable Infrastructure-as-Code

Pricing

£0.012 to £1.327 per instance per hour

  • Free trial available

Service documents

G-Cloud 9

376483432452108

Memset Ltd

Memset Sales Team

00 44 1483 608010

sales@memset.com

Service scope

Service scope
Service constraints "Scheduled Maintenance" the patching, upgrading, bug fixing or enhancing of software or the replacement, renewal of Network/Datacenter Infrastructure that has been communicated to Customers via individual or group ticket or email, providing a future time period in which maintenance will occur. (‘Maintenance window.’) Scheduled Maintenance may be scoped to Customer-specific, shared or Memset® core infrastructure and may or may not include downtime or degradation of Services to Customers, depending on the nature of the maintenance required.
https://www.memset.com/about-us/service-level-agreement/
System requirements Only Memset-provided Windows licenses are permitted.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We guarantee that we will provide a response in the form of a ticket, from one of our technical engineers, to support queries submitted through the Memset® Control Panel within 2 hours during normal working hours (9am to 5pm). We guarantee that we will respond in the form of a ticket reply from one of our technical engineers, to queries raised through our Emergency contact facility within 30 minutes. This is available 24 hours a day, 365 days a year. For customers with Managed Platform monitoring, we guarantee that we will respond to configured alerts within 30 minutes, available 24x7x365.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels Memset's Cloud IaaS service (Powered by OpenStack) can help you increase operational agility and keep costs low whilst avoiding vendor lock-in. Memset includes Infrastructure Assisted support with Cloud IaaS as standard. This allows you to capitalise on the expertise of Memset’s OpenStack team who's engineers are committed to helping you get the most from the OpenStack ecosystem.

Support and advice is included and available via our Memset ticketing system. We will aim to provide technical support with all OpenStack infrastructure layer elements.

Memset is responsible for the security, performance and availability of the shared Cloud IaaS platform and underlying hardware. Memset cannot accept responsibility for the security, configuration or availability of individual customer Projects and guest instances operating on top of said platform. Instance operating system and applications are not supported, support is scoped to OpenStack related services and troubleshooting only.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Memset maintains extensive documentation on our customer-accessible knowledge base. In addition, in order to ensure maximum interoperability and lack of customer lock-in Memset's OpenStack product is made of up standard RefStack/DefCore 2016.02 compliant APIs, so most publicly available documentation should also be applicable.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction No formal assistance with customer offboarding is provided. The following is a non-exhaustive list of data export methods that may be used by the customer as part of their offboarding processes: Download snapshots of paused, stopped or running VMs in RAW image format. Use HTTPS, FTP, etc to download customer data. Rclone and similar services. Cloud IaaS (Powered by OpenStack) is an open-source, highly interoperable Cloud hosting solution designed with a zero-lock-in philosophy. VM images exported from the Memset Cloud IaaS will run on any other properly configured hypervisor
End-of-contract process Memset does not maintain any formal offboarding or end-of-contract services or costs. Customers will be liable for the remainder of the value of the contract relevant to any termination conditions.

Using the service

Using the service
Web browser interface Yes
Using the web interface Cloud IaaS (Powered by OpenStack) includes the full Horizon OpenStack control panel interface.
Web interface accessibility standard None or don’t know
How the web interface is accessible N/A
Web interface accessibility testing N/A
API Yes
What users can and can't do using the API All OpenStack APIs for deployed modules are available and are RefStack/DefCore compliant to 2016.02
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools Any OpenStack RefStack compliant tool
API documentation Yes
API documentation formats HTML
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface The command line interface provide serial console access to the virtual machines via the Memset Horizon control panel interface.

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Cloud IaaS (Powered by OpenStack) applies strict quotas and QOS limitations at both the network and host level. These quotas are configured to be biased towards limiting noisy neighbor issues at the expense of absolute performance and burstability
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up Snapshotting and restore of virtual machines
Backup controls Customers are able to perform snapshots and restores of virtual machines at any time. Snapshot, restore and recovery testing can be scripted by OpenStack API calls.
Datacentre setup Multiple datacentres
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks The customer may configure secure methods of connection between their IaaS resources and their network edge. (I.e. TLS 1.2) All Memset APIs and Control Panel are protected by appropriate TLS configuration and cipher suites.
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Cloud IaaS (Powered by OpenStack) has a 99.99% network availability guarantee.
Approach to resilience Cloud IaaS services operate from geographically redundant data centres, enabling split workloads across sites. Redundant Internet links and network connectivity and a multi-DC provider strategy reduce the risk from data centre or utilities failure.

Easy to implement, low-cost, high-performance networking between sites to help you replicate data and services between data centres with a minimum of effort.

Standard OpenStack APIs make mutli-provider strategies trivial, by utilising OpenStack’s own Heat project, or any third party tool, for example Terraform, that interacts with the OpenStack APIs.

All underlying infrastructure resilient hardware and underlying services and data centre M&E are redundant.

Memset maintains an ISO 27001 managed Business Continuity and Disaster Recovery plan at a corporate level that seeks to ensure the maximum availability and integrity of service delivery, support and communications. As the primary system administrator the customer is responsible for building on this foundation and ensuring that any solution specific business continuity requirements are defined and met.
Outage reporting Memset will report service outages, degradation or periods of at-risk operations via email to impacted customers and on our public status page.

Identity and authentication

Identity and authentication
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication Optional source IP whitelisting
Access restrictions in management interfaces and support channels As the primary system administrator customers may configure user authentication measures as per requirements. Access to the Control Panel is via customer-configured username and password. Memset system administrator access is authenticated via a combination of username and password and SSH public keys. Access is performed via support jump bastions.
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 17/08/2015
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Coalfire for Service Provider, Lloyds Bank Cardnet for Merchant
PCI DSS accreditation date 2017 for Service Provider, 2013 for Merchant
What the PCI DSS doesn’t cover Service Provider does not cover 1,2,3,4,5,6,7,8,10 & 11
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Memset operates an ISO 27001:2103 accredited ISMS as part of our integrated Compliance Management System. (Security, Quality and Environmental compliance.) The ISMS is subject to regular qualified internal and external third party audits throughout each year. these are supported by additional PSN and PCI-DSS internal and third party audits The CEO maintains overall accountability as Memset's SIRO, with subordinate dedicated Compliance and Security teams providing operational checks and balances for all security related projects, policies and procedures. Both the Head of Compliance and Head of Security maintain permanent seats on the Operations Board and are acknowledged as business leaders within the organisaiton.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Memset operates an ISO 27001:2013 audited configuration and change management process based on ITIL principles. We maintain a comprehensive asset management system and CMDB, vital for enabling our software defined network to operate effectively. Customers must submit tickets via the customer control panel to request any changes to the customer solution.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Memset maintains manual and automated vulnerability management processes as part of an integrated vulnerability management system. Nessus is used as a key component of internal vulnerability management processes. Memset is a member of vulnerability pre-disclosure notification groups regarding key infrastructure. (I.e. Xen Sceurity Advisories, etc.) Where a security vulnerability has been assessed by our internal processes and found to be impacting within our scope of responsibility, we seek to remediate or mitigate within the following timescales. Critical: 5 working days. High: 10 working days. Medium and low: As per normal patch maintenance schedules
Protective monitoring type Supplier-defined controls
Protective monitoring approach Memset deploys intrusion detection systems throughout the underlying Cloud IaaS hosting infrastructure. Customers are responsible for configuring appropriate controls within their virtual network and compute resources.
Incident management type Supplier-defined controls
Incident management approach Memset maintains an integrated Incident Management system based on ISO 27001:2013 requirements and ITIL processes for all internal minor and major incidents. These processes interact with any further chance or problem management processes required on a case-by-case basis. Customers can internal users can report security incidents using the appropriate ticketing system or, where available, phone contact. Major customer-impacting incidents will be formally communicated to the customer in the form of an after-incident report including root cause analysis and corrective and preventative actions.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used KVM hypervisor
How shared infrastructure is kept separate Rigorously ITHC-tested best practice segregation measures are in place at both the hypervisor and network levels to ensure minimal risk from other virtual devices sharing hosts, hypervisors or common network paths.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £0.012 to £1.327 per instance per hour
Discount for educational organisations No
Free trial available Yes
Description of free trial Memset offers a 14 day free trial of Cloud IaaS (Powered by OpenStack) including all features. This trial will initially be provide with a limitied subset of resource quotas.

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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