Memset Ltd

Cloud VPS

Reliable, flexible and highly available, Cloud VPSs provide cost-effective highly-secure, high-performance, scalable IaaS compute and storage resources over both PSN Protected and Internet. Capable of handling OFFICIAL data, hosted from our UK data centres. Award-winning open source based cloud infrastructure backed with 24/7/365 support, industry-leading 99.99% uptime SLA.

Features

  • High performance all-flash storage and networking– low latency, high IOPS
  • Free security services include; virtual firewalling, DDoS mitigation, vulnerability management
  • Geographic redundancy – multiple failover / DR approaches supported
  • Public & Private Cloud configurations available, on PSN & Internet
  • Internet to PSN Gateway interconnecting PSN and Internet solutions
  • Supported by our UK based 24/7/365 operations team
  • Choice of operating system: Debian, Ubuntu, CentOS or Microsoft
  • Managed Infrastructure or Managed Platform (24/7/365 support) Support Levels
  • 24/7/365 hardware & availability monitoring included

Benefits

  • Regularly ITHC tested high security infrastructure services
  • PSN accredited for connection to the PSN Protected network
  • ISO 27001 accredited business, infrastructure and services
  • Combination of BPSS and SC cleared support and operational personnel
  • Easy deployment via our portal or API
  • Upload your own images or use preconfigured range of OS
  • Industry-leading Support Levels and low prices
  • Ultimate control: Root/administrator, Web-based control panel and MemShell
  • Green: one of the lowest carbon footprint computing platforms

Pricing

£7.50 per virtual machine per month

Service documents

G-Cloud 9

722328509265081

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 PSN-connected customer deployments must comply with PSN CoCos.

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 The Managed Infrastructure SLA is our self-service model. Extensive self-service tools are available to enable and support all aspects of deployment and operational management of a Cloud hosting platform.

Under a Managed Infrastructure SLA, Memset System Administrators are still available to help support and manage your hosted solution, with 30 minutes a month free support time and more available on a charged time and materials basis.

Manged Infrastructure is ideally suited to organisations and users that are already experienced in managing IT and Cloud infrastructure, or where the services covered by the SLA do not require 24x7 availability of proactive Cloud provider support.

Managed Platform is our top-tier support SLA featuring the complete set of Cloud VPSs support and security services, as well as proactive management of critical operational and security aspects by our 24x7 team of expert system administrators.

Managed Platform includes proactive Memset management of critical security patch availability, monitoring of vulnerability management and intrusion detection systems, and unlimited availability of our support organisation to assist you in design, deployment, configuration, management and system administration tasks.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Memset maintains extensive documentation in our customer-accessible online knowledge base. The Managed Infrastructure and Managed Platform SLAs both include free Support time to assist with customer requests, including onboarding.

Memset can recommend migration partners to assist with full onboarding projects if required.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Customers may extract their data at any time prior to termination of contract by exporting snapshotted VM images or downloading data from running instances via any of the common data transfer protocols. (HTTPs, SCP, SFTP, etc.)
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. Cloud VPS is provided with 1, 3, 6 or 12 month rolling contracts.

Using the service

Using the service
Web browser interface Yes
Using the web interface Users can undertake most VPS management actions including provisioning of Cloud VPS services, management of networks and security controls, request VPS resize or migration, gain serial console access to running VPS, pause and terminate instances, raise support tickets, etc.
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 http://www.memset.com/apidocs/
API automation tools
  • Ansible
  • Chef
  • SaltStack
  • Puppet
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 provides serial console access.

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Cloud VPS 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 HTTP request and response status
Reporting types
  • Real-time dashboards
  • Regular reports

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
  • 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
Backup and recovery Yes
What’s backed up
  • Files on running VMs
  • Virtual machines via snapshot
Backup controls Backups (available only with the Managed Platform SLA) are normally configured according to a fixed schedule.

Customers may snapshot their VM images for retentionin Cloud Storage at any time.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
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
  • 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, IPSEC VPN, access via PSN Protected) 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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Memset commits to a 99.99% network availability SLA, where ‘network’ means the core network infrastructure between the externally facing network port of our external boundary and the outbound port of the customer’s dedicated Bare Metal server or Cloud VPS’s host.

Memset also commits to a 99.99% uptime SLA for all Cloud VPS hypervisors and network availability to the customer’s Cloud Storage containers.

The Customer will receive service credit of 1 days’ worth (3.3%) of the monthly hosting fee for the affected Service(s) in the event that the total Network Outage period in one month exceeds 4.5 minutes (0.01% of a 30 day month, rounded to the nearest half minute). An additional one day’s rental will be credited for each additional 30 minutes of downtime up to 50% of the Customer's monthly hosting fee for the affected Service(s). Service credits shall be issued on receipt of a claim request via our ticketing interface or email from the Customer within 5 days of the incident.
Approach to resilience Memset offers Cloud VPSs from geographically redundant data centres, allowing customers to split critical data and workloads across sites. Redundant internet links and network connectivity and a multi-DC provider strategy reduce the risk from any one supplier-centric data centre or utilities failure.

We provide 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.

All Cloud VPSs infrastructure is based on dual powered hardware. All local disk arrays are RAID10 and all hosts and core networking devices are redundant and dual powered. Memset data centres are supported by at least N+1 electrical infrastructure with at least dual geographically redundant network feeds.

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 to all customers.

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 using Memset services. Should the customer’s service have RTOs/RPOs that they consider a distributed solution using at least two of our geographically dispersed sites.
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
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 and to the APIs via unique per-method 32bit hex strings. The API and Control Panel can additionally be secured at an account level by configuring source IP whitelisting constraints.

Memset system administrator access to non-PSN services is authenticated via a combination of username and password and SSH public keys. Access is performed via support jump bastions.

Memset system administrator access to PSN services is additionally performed from dedicated support devices via jump infrastructure with 2FA.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • 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 contact the support team to get 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 Yes
Any other security accreditations PSN Protected

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 Customers with Managed Platform SLAs may deploy OSSEC-based host intrusion detection systems onto their Cloud VPS infrastructure. OSSEC alerts are integrated with the customer Control Panel and either Memset or the customer can be configured as primary responder.
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 Other
Other virtualisation technology used Open source Xen (GNU GPL v2)
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 £7.50 per virtual machine per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑