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.
- 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
- 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
£7.50 per virtual machine per month
Memset Sales Team
00 44 1483 608010
"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.
|System requirements||PSN-connected customer deployments must comply with PSN CoCos.|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
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
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.
|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
|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|
|What users can and can't do using the API||http://www.memset.com/apidocs/|
|API automation tools||
|API documentation formats||HTML|
|Command line interface||Yes|
|Command line interface compatibility||
|Using the command line interface||The command line interface provides serial console access.|
|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.|
|Infrastructure or application metrics||Yes|
|Metrics types||HTTP request and response status|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
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.
|Scheduling backups||Users contact the support team to schedule backups|
|Data protection between buyer and supplier networks||
|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||
Availability and resilience
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
|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||
|Devices users manage the service through||
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
|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|
|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|
|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.
|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.
|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||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.|
|Price||£7.50 per virtual machine per month|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|