Fully managed, managed and self-managed private cloud solutions. Solutions are built to individual client specifications based on the application, redundancy, security, performance and budgetary requirements.
- High Availability.
- Choice of Operating Systems.
- Bespoke Solution.
- Multipoint Redundancy.
- 24/7/365 Enterprise Support.
- Layer 7 Firewall.
- In Depth Reporting.
- Maintain complete control of the solution.
- Expert assistance is always available.
- Expand or contract as requirements change.
- Full transparency.
- Precise incident reporting.
£1800 per unit per year
- Education pricing available
|Service constraints||The support is limited to the network, security of the platform, cloud infrastructure, operating system and any software provided by Hyperslice LTD.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
URGENT – System down/Unusable (24/7)
- Acknowledge within 60 mins.
- Response time –ASAP
- Follow up each hour.
Normal – System degraded/slow (8/5)
- Acknowledge within 60 Mins
- 1 Working day response time
- Regular follow ups
Low – Changes etc… (8/5)
- Acknowledge within 60 Mins
- 7 day response time.
- Regular follow ups
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||Support includes an account manager and access to enterprise level technical support team including infrastructure and Level 3 technicians 24/7 for emergencies and 10/5 for all other issues.|
|Support available to third parties||No|
Onboarding and offboarding
|Getting started||We provide full support for the environment, however, we do expect a level of expertise and independent training for any wishing to be directly involved on an infrastructure level.|
|Other documentation formats||
|End-of-contract data extraction||Via FTP.|
|End-of-contract process||At the end of the contract, the buyer will be given the opportunity to extend the use of the infrastructure for fixed periods of time. If we receive no confirmation this is what is required we will advise on the time to retrieve data and then decommission the cluster.|
Using the service
|Web browser interface||Yes|
|Using the web interface||If either cPanel or Plesk control panels are requested they can be used, by default remote desktop and SSH access is also available.|
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||This is available either via Web browser, SSH client or remote desktop client.|
|Web interface accessibility testing||Established and widely used interface used worldwide by millions of users.|
|Command line interface||Yes|
|Command line interface compatibility||
|Using the command line interface||All features of Windows or Linux environments will be accessible.|
|Independence of resources||The Private Cloud environment will be physically segregated from our other users.|
|Infrastructure or application metrics||Yes|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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||Managed by a third party|
|Penetration testing frequency||Never|
|Protecting data at rest||Physical access control, complying with another standard|
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||A third-party destruction service|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||Via a web-based interface and/or via our support team|
|Scheduling backups||Users schedule backups through a web interface|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||There will be 100% uptime for Network, Hardware and Host Operating systems. In the event of a failure to meet this, we will refund 10% of the monthly value plus 5% for every 30 minutes up to a maximum of 100% of the monthly value.|
|Approach to resilience||The infrastructure is designed with a minimum of N+1 redundancy at its weakest point, more information is available upon request.|
|Outage reporting||We would have reports made via email alerts and personal call to listed main contact for the account.|
Identity and authentication
|Access restrictions in management interfaces and support channels||
Control include but not are not limited to (based on services purchased):
Support user contact management
Pin based support access
Brute force protection
2 factor authentication (Dependent on service)
IP based restrictions (Dependent on service)
VPN (Dependent on service)
|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 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||QMS International|
|ISO/IEC 27001 accreditation date||20/03/2018|
|What the ISO/IEC 27001 doesn’t cover||Anything outside of THE PROVISIONING, OPERATION AND MANAGEMENT OF I.T. SERVICES AND SYSTEMS.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
We adhere to ISO2700 and have the following information security related policies and procedures in place:
Security incident reporting
Data protection (DPA now GDPR)
All polices are audited at least once annually, audit reports are shared with the ISMS manager who reports directly to the the CTO and Managing director who together form the ISMS board. The boards meets every three months to discuss information security polices and any security events that have occurred over the previous quarter.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Included in change control procedure as part of ISO27001.
Components are tracked data centre management software.
Risk assessment is part of change control procedure.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Risk assessment are part of our change control policy and procedure.
We maintain an infrastructure management team that works with our software and hardware vendors to identify risk. This include priority access to security notification and patches often before they are made public.
Potential security risks are reported using our security incident reporting procedure and managed by our CTO.
Security patches are assessed and given a rating based on risk and whether mitigation is already or can be put in place.
Critical patches where no mitigation is available are typically deployed with 2 hours.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
We us a combination of security log auditing, firewall based and server based intrusion detection services (IPS/IDS), user awareness policy and external pen testing services to identify potential compromises as well as maintaining a close relationship with our hardware and software vendors.
Potential compromises are reported using our security incident reporting procedure as part of ISO27001.
Any serious security threats are responded to immediately by our infrastructure team, this includes outside regular office hours via our on-call team members.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Process are in places for tackling common security events, these include but are not limited to DDoS mitigation, critical security patching, intrusion attempts, application security, unauthorised access.
User can reports security incidents via phone, ticket or our live chat service.
Incidents reports are provided in the form of a support ticket regardless of the initial reporting method.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Separation between users
|Virtualisation technology used to keep applications and users sharing the same infrastructure apart||Yes|
|Who implements virtualisation||Supplier|
|Virtualisation technologies used||Hyper-V|
|How shared infrastructure is kept separate||Complete physical and network segregation.|
|Price||£1800 per unit per year|
|Discount for educational organisations||Yes|
|Free trial available||No|