Hyve Limited

Fully Managed Amazon Web Services

AWS can be a minefield. Huge unexpected bills. Over enthusiastic techs spinning up a dozen instances and forgetting about them. Difficulties planning, migrating and managing your platform. Hyve can solve all those issues. Our AWS certified support staff will become an extension of your business and are available 24/7/365.

Features

  • Elastic, web-scale computing made easier for developers
  • Application Integration
  • Security, Identity and Compliance
  • 7 availability zones, 3 EU regions (including the UK)
  • Connectivity options for N3, PSN, Janet, RLi and regional networks
  • Unlimited storage
  • Full Live Analytics
  • Management Tools
  • Media Services
  • Word Press, Umbraco, Kentico, Sitecore, Magento, Shopify, Woo Commerce, Hybris

Benefits

  • UK Based Support team, Priority Calls answered in 20 minutes
  • AWS Optimisation ensuring performance
  • Simple Price Plans, Know your exact monthly spend
  • DevOps Professional Services, Reduce deployment issues and rollbacks
  • Application Integration, No developer needed, Code free integrations
  • Setting up of clustering, Use our skills, not expensive consultants
  • Managed relational Database Services, Giving you more time
  • Managed big data Database Services, Freeing up your time
  • DDOS Mitigation, Protecting your systems from attacks
  • IPS, Stopping unauthorised access to your systems

Pricing

£500 per server per month

  • Education pricing available

Service documents

G-Cloud 11

531945023007703

Hyve Limited

Neville Louzado

0800 612 2524

info@hyve.com

Service scope

Service scope
Service constraints N/A
System requirements N/A

User support

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 A
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 A
Web chat accessibility testing All web chat services have been fully tested with assistive technology users
Onsite support Yes, at extra cost
Support levels Level 1: Critical 20 mins - Highest support priority for when an issue is deemed critical (eg. site down). An engineer will begin trouble shooting immediately. Level 2: Urgent 1 hr - An extremely urgent issue. This will typically be actioned within 1 hour and must be affecting a live site, application, database or mail solution. Level 3: Important 24 hrs - General support level. Used for requests and development advice, such as configuration or administration of services, applications or databases. A majority of priority 3 tickets are answered within the hour (during UK business hours).
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Hyve provide full access to their knowledge base upon sign up. Hyve will also walk a new customer through the features and benefits AWS has to offer
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction This will depend on which AWS service is ending. Hyve will assist customers removing their data or Hyve can remove the data for them.
End-of-contract process Buyer may terminate the relationship with Supplier for any reason by (i) providing Supplier with notice and (ii) closing Buyers account for all services for which Supplier provide an account closing mechanism.

Buyers pay for the services they use to the point of account termination.
Supplier customers retain control and ownership of their data. Supplier will not erase customer data for 30 days following an account termination. This allows customers to retrieve content from Supplier services so long as the customer has paid any charges for any post-termination use of the service offerings and all other amounts due.

Using the service

Using the service
Web browser interface Yes
Using the web interface Access and manage Amazon Web Services through a simple and intuitive interface. The AWS Console Home page features various types of resources to help you learn about the services and features AWS has to offer, and get started with building your solutions faster. The Console facilitates cloud management for all aspects of your AWS account, including monitoring your monthly spending by service, managing security credentials, or even setting up new IAM Users.
Web interface accessibility standard WCAG 2.1 A
Web interface accessibility testing Not Known
API Yes
What users can and can't do using the API All AWS console features are available through the API
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools Multiple 3rd party tools available to work on AWS
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface All AWS console features are available through the CLI

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them.
Usage notifications Yes
Usage reporting
  • API
  • Email
  • SMS

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Amazon AWS

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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 every 6 months
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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
  • Machine Image
  • Volume / Block Volume
  • Cross-region replication; bucket versioning, lifecycle rules
  • Files on EFS
  • Tables and data
  • Memory snapshot to disk
  • Directory Snapshot
  • Logs/Config Logs(to S3)
  • Code download
  • Swagger Export
Backup controls AWS offers a whole host of options for backing up code, data, logs, config files. Each item can be scheduled to be backed up at different times or days
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • 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

Availability and resilience
Guaranteed availability AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on our website via the links below:

• Amazon EC2 SLA: http://aws.amazon.com/ec2-sla/
• Amazon S3 SLA: http://aws.amazon.com/s3-sla
• Amazon CloudFront SLA: http://aws.amazon.com/cloudfront/sla/
• Amazon Route 53 SLA: http://aws.amazon.com/route53/sla/
• Amazon RDS SLA: http://aws.amazon.com/rds-sla/
• AWS Shield Advanced SLA: https://aws.amazon.com/shield/sla/

Well-architected solutions on AWS that leverage AWS Service SLA’s and unique AWS capabilities such as multiple Availability Zones, can ease the burden of achieving specific SLA requirements.
Approach to resilience Hyve will work with customers to understand their disaster recovery/resilience requirements, and will architect a solution designed to meet the defined recovery time / point objectives.

The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions.

AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.

AWS provides a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
Outage reporting Public dashboard; personalised dashboard with API and events; configurable alerting (email / SMS / messaging)

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.

API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Ke.

API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through Dedicated device on a segregated network (providers own provision)

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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
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 EY CertifyPoint
ISO/IEC 27001 accreditation date 11/11/2016
What the ISO/IEC 27001 doesn’t cover Not Known
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 11/11/2016
CSA STAR certification level Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover Not Known
PCI certification Yes
Who accredited the PCI DSS certification Coalfire Systems Inc
PCI DSS accreditation date 11/07/2016
What the PCI DSS doesn’t cover Not Known
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO 27017
  • ISO 27018
  • SOC 1/2/3

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Essentials Plus; ISO 27017; ISO 27018; SOC 1/2/3
Information security policies and processes AWS implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.

Employees maintain policies in a centralised and accessible location. AWS Security Assurance is responsible for familiarizing employees with the AWS security policies.

AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.

The output of AWS Leadership reviews include any decisions or actions related to:

• Improvement of the effectiveness of the ISMS.
• Update of the risk assessment and treatment plan.
• Modification of procedures and controls that affect information security to respond to internal or external events that may impact the ISMS.
• Resource needs.
• Improvement in how the effectiveness of controls is measured.

Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation. All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party.
Vulnerability management type Supplier-defined controls
Vulnerability management approach AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.

AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting.

AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use.
Incident management type Supplier-defined controls
Incident management approach Hyve will apply a consistent approach to all incidents, except where a specific approach is agreed upon with you in accordance with your custom runbook. Incidents can be initiated by either: Named customer contacts, Hyve, Event management tools. All incidents are logged in tickets accessible via the AWS Control Panel. Hyve Support teams will investigate the incident in accordance with the agreed service level. Hyve support will carefully review instructions on your account, will communicate regularly with you throughout the incident and may escalate the incident at any time until resolution is achieved.

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 Other
Other virtualisation technology used AWS proprietary
How shared infrastructure is kept separate Customer environments are logically segregated, preventing users and customers from accessing unassigned resources. Customers maintain full control over their data access. Services which provide virtualized operational environments to customers, ensure that customers are segregated and prevent cross-tenant privilege escalation and information disclosure via hypervisors and instance isolation.

Different instances running on the same physical machine are isolated from each other via the Xen hypervisor. The Amazon EC2 firewall resides within the hypervisor layer, between the physical network interface and the instance's virtual interface. All packets pass through this layer. The physical random-access memory (RAM) is separated using similar mechanisms.

Energy efficiency

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

Pricing
Price £500 per server per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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