Hyve Limited (Hyve Managed Hosting)

Hyve Managed Private Cloud Powered by VMware (OFFICIAL)

Hyve's cloud servers provide a secure and scalable hosting environment for high performance and reliability. Our servers run on VMware and HP and Cisco hardware, alongside enterprise-grade networking and software. Hyve's cloud servers have a no single point of failure design and 100% uptime guarantee, ensuring seamless continuity of service.

Features

  • Fully scalable
  • High performance
  • Hardware firewall
  • No single point of failure design
  • Fibre channel disk technology
  • Full back ups (7 day retention)
  • 100% uptime
  • Word Press, Umbraco, Kentico, Sitecore, Magento
  • Shopify, Woo Commerce, Hybris

Benefits

  • Multi-layered security infrastructure
  • DDoS defense system included
  • Intrusion prevention system (IPS) Included
  • UK Based Support team, Priority Calls answered in 20 minutes
  • ISO 27001 certified host
  • PCI DSS compliant host
  • IPS, Stopping unauthorised access to your systems
  • Application Integration, No developer needed, Code free integrations
  • Managed relational Database Services, Giving you more time

Pricing

£279 per server per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

8 9 4 5 2 8 0 1 0 7 4 2 6 6 1

Contact

Hyve Limited (Hyve Managed Hosting)

Neville Louzado

0800 612 2524

info@hyve.com

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
  • Anti-virus
  • Software licenses for products not supported by Hyve

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 AAA
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 AAA
Web chat accessibility testing
Fully tested in live environment
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

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
  • HTML
  • ODF
  • 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

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 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

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

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
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 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

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

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

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
SNR Certification Ltd (UKAS)
ISO/IEC 27001 accreditation date
15/03/2019, 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
Yes
CSA STAR accreditation date
11/09/2018
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Hyve's full cloud infrastructure is fully covered
PCI certification
Yes
Who accredited the PCI DSS certification
Security Metrics
PCI DSS accreditation date
07/02/2019
What the PCI DSS doesn’t cover
Hyve's Payment portal is fully PCI DSS
Other security certifications
Yes
Any other security certifications
  • ISO 27017
  • Cyber Essentials
  • Cyber Essentials Plus
  • NIS Directive

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

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

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
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-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

Price
£279 per server per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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