Hyve Limited (Hyve Managed Hosting)

Hyve Managed Private Cloud Powered by VMware (OFFICIAL)

Hyve's cloud servers provide a secure and scalable hosting environment for high performance and reliability. Our servers run on VMware and HP and Cisco hardware, alongside enterprise-grade networking and software. Hyve's cloud servers have a no single point of failure design and 100% uptime guarantee, ensuring seamless continuity of service.

Features

• Fully scalable
• High performance
• Hardware firewall
• No single point of failure design
• Fibre channel disk technology
• Full back ups (7 day retention)
• 100% uptime
• Word Press, Umbraco, Kentico, Sitecore, Magento
• Shopify, Woo Commerce, Hybris

Benefits

• Multi-layered security infrastructure
• DDoS defense system included
• Intrusion prevention system (IPS) Included
• UK Based Support team, Priority Calls answered in 20 minutes
• ISO 27001 certified host
• PCI DSS compliant host
• IPS, Stopping unauthorised access to your systems
• Application Integration, No developer needed, Code free integrations
• Managed relational Database Services, Giving you more time

£850 a server a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@hyve.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

486431514469591

Contact

Neville Louzado
0800 612 2524
info@hyve.com

Service scope

• Service constraints: Our professional support team is available 24 x 7 x 365 to answer requests. Specialist arrangements must be made with support team for non urgent out of hours maintenance.
• System requirements:
  • Anti-virus
  • Software licenses for products not supported by Hyve

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 Tickets - 20 mins; Priority 2 Tickets - 1 Hour; Priority 3 Tickets - 6 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Fully tested in live environment
• Onsite support: Yes, at extra cost
• Support levels: We provide three tiers of server management: Standard, Full and Advanced. Standard Management includes: network management, hardware management, firewall management, OS management, server monitoring. Cost included in package per month. Full Management includes: as above for standard and including web server management, application layer management and database management. £50 per month. Advanced Management includes: as above for full and including performance tuning and access to Hyve development team. £100 per month. We provide customers with a technical account manager and cloud support engineer.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Migration is included if applicable. Depending on the complexity of the server, we can put together a project plan to minimise any impact to services. Account Managers are on hand to assist with the transition over to Hyve, and the Technical Support team available for any issues 24/7.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: We can assist customers to migrate data away from Hyve via the method applicable for the type of server that the client has. The contract states that the data is owned by the client and not Hyve.
• End-of-contract process: The customer is required to give 30 days notice to terminate the contract, otherwise it rolls to another term. Migrations are included.

Using the service

• Web browser interface: No
• API: No
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
• Using the command line interface: Users have full access to server and OS but as a fully managed service, this is normally handled for clients.

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Hyve use a VMware based cloud with High Availability built in and DRS, this allows users to scale without interruption to other users.
• Usage notifications: Yes
• Usage reporting:
  • SMS
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Yes
• What’s backed up:
  • VMs
  • Databases
  • Files
• Backup controls: We provide a fully managed service, so all backups are managed as part of the service. It is the same with data recovery.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Hyve guarantee 99.999% up time, with 100% network and server up time SLA. We offer financial compensation when SLAs are not met, as specified in customer contract.
• Approach to resilience: Operating in a Tier 3 enhanced data centre. Further information is available on request.
• Outage reporting: Hyve use a service status operating dashboard, online ticketing system, and additional monitoring notification system if required.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Encryption via white listing IP addresses, firewall rules, VPN access , secure user names and passwords and security checks on phone calls.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SNR Certification Ltd (UKAS)
• ISO/IEC 27001 accreditation date: 15/03/2019, Initial certification date 01/08/2012
• What the ISO/IEC 27001 doesn’t cover: The scope of our ISO 27001 accreditation is web hosting services.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 11/09/2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Hyve's full cloud infrastructure is fully covered
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 07/02/2020
• What the PCI DSS doesn’t cover: Hyve's Payment portal is fully PCI DSS
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • Cyber Essentials
  • Cyber Essentials Plus
  • NIS Directive

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Hyve are ISO27001 accredited and are audited annually by an external body. Hyve have a security forum and carry out monthly audits to monitor the effectiveness of the information security management system. Hyve also hold bi-annual security review meetings with top management and the Information Security team. Any security incident would be immediately flagged to the Information Security Team and remedial action taken. Extensive follow up with corrective and preventative action would take place. Hyve follow several security policies and processes in order to achieve ISO accreditation, and all members of staff are given training on the ISO in their induction phase.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Hyve follow ISO 27001 and ITIL v3 standards for change management. The Information Security Manager is responsible for overseeing system change requests for specific requirements. The Technical Director manages these change requests within the technical support team.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular testing and monitoring is carried out by the Technical Support team and Information Security team. Patch management is offered as an additional service , which is available on request. We liaise closely with partners and vendors to keep up to date with updates to their products and services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Hyve carry out regular security audits to ensure that there are not any threats or vulnerabilities. Any threats are dealt with immediately using the appropriate change management process.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report via e-mail, phone, or ticketing system, to flag the issue. As the majority of the Hyve platform is monitored, investigations are usually already underway when the user reports it. For common events, the engineers will follow predefined investigation processes. Any incidents will be dealt with in accordance with our SLAs.

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

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Using VMware's technology, we are able to keep customer's data separate to keep it private and secure. Each client's server is segregated with no loss of performance or availability. We can offer a completely separate and private infrastructure if required, more information on request.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Hyve's Data Centres, Equinix have won the EU CoC and were instrumental in assisting the EU actually design the code of conduct

Pricing

• Price: £850 a server a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@hyve.com. Tell them what format you need. It will help if you say what assistive technology you use.