Hyve Limited

Secure Offsite Backup - Protect and Control Your Data

Hyve Cloud Backup can help to achieve a wide range of regulatory compliance including ISO 27001 and ISO 27017, and can improve disaster recovery and business continuity practices for businesses. All data is stored in a tier 3 enhanced, hyper secure UK data centre.

Features

  • Snap shot capability (Windows & Linux Servers)
  • Block level backup
  • Restores up to 100 times faster than traditional tape option
  • Express disaster restore “bare metal recovery” available
  • Off-site backup & restore capability
  • Agentless back up
  • All leading applications and OS supported

Benefits

  • Improve business continuity practices
  • Tier 3+ data centre
  • PCI compliant cloud platform
  • ISO27001 accredited company
  • ISO 27017 accredited company
  • ISO 9001 accredited company
  • 24x7x365 support

Pricing

£90 to £10000 per instance per month

  • Education pricing available

Service documents

G-Cloud 10

839910940438481

Hyve Limited

Neville Louzado

0800 612 2524

info@hyve.com

Service scope

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
  • Windows or Linux
  • Software licenses for products not supported by Hyve

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 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).
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 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 2.0 A
Web chat accessibility testing None
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

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 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

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
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

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

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
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
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-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

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

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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 The Certification Group Limited
ISO/IEC 27001 accreditation date 14/08/2017, 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 No
PCI certification Yes
Who accredited the PCI DSS certification Security Metrics
PCI DSS accreditation date 15/03/2018
What the PCI DSS doesn’t cover Hyve are PCI DSS certified, but this does not make our customer's platforms PCI DSS certified. They would have to carry this out themselves.
Other security certifications Yes
Any other security certifications ISO 27017

Security governance

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

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

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 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 efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £90 to £10000 per instance per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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