Hyve Limited

Hyve Managed Wordpress Hosting (OFFICIAL)

Hyve provide full Wordpress services, from architecture to deployment, optimisation, implementation and ongoing management. Our dedicated Wordpress servers run on VMware and use HP and Cisco hardware, alongside enterprise-grade networking and software. Hyve run a 'no single point of failure design' and 100% uptime guarantee, ensuring seamless continuity of service.

Features

  • Wordpress Certified implementation and support teams
  • 24*7*365 Support
  • High Performance Hosting
  • Fully Scalable
  • IAAS, PAAS or Hybrid
  • CMS Hosting specialists
  • Free migration
  • Proactive Monitoring
  • Application Support
  • Shopify, Woo Commerce, Hybris, WordPress, Umbraco, Kentico, Magento

Benefits

  • Wordpress specialist always available
  • Multi-Layered Security Infrastructure
  • DDoS Defense System Included
  • Intrusion Prevention System (IPS) Included
  • UK Based Support team, Priority Calls answered in 20 minutes
  • PCI DSS Compliant Host
  • Managed relational Database Services
  • Cyber Essentials Plus Certified
  • ISO 27001, ISO 27017, ISO 9001 Certified Host
  • CISP Member

Pricing

£279 per server per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Hyve Limited

Neville Louzado

0800 612 2524

info@hyve.com

Service scope

Service constraints
None
System requirements
Not Applicable

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 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
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 A
Web chat accessibility testing
All web chat services have been fully tested with assistive technology users
Onsite support
Yes, at extra cost
Support levels
Standard Support :- Support up to the operating system
Full Support :- Operating System and Database Support
Advanced Support :- Support entire system
Support available to third parties
Yes

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
Yes
Using the web interface
Each user has a login and can access the interface. Users can create and modify tickets using simple point and click actions, but they cannot delete tickets. Server access is granted on user request with strict security precautions, ie IP restrictions and Two-factor authentication.
Web interface accessibility standard
WCAG 2.1 A
Web interface accessibility testing
The interface has been fully tested with assistive technology users
API
Yes
What users can and can't do using the API
Hyve manage all API's
API automation tools
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation
Yes
API documentation formats
  • ODF
  • PDF
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface
Every thing is accessible through a command line interface on Linux, Unix or Windows platforms.

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
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Wordpress, VMware, AWS, Azure, Alert Logic, Access Group, loadbalancer.org

Staff security

Staff security clearance
Conforms to BS7858:2012
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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
  • Virtual Machines
  • Virtual Servers
  • 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. If users require specific data backed up on different days, this can easily be arranged
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users schedule backups through a web interface
Backup recovery
Users can recover backups themselves, for example through a web interface

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • 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 with full High Availability and No Single Point of Failure. 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
By using the POLP, Principle of Least Privileged
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
  • 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

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Between 6 months and 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
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

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
What the ISO/IEC 27001 doesn’t cover
Nothing
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
All parts of the system fall within the certification
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
Nothing
Other security certifications
Yes
Any other security certifications
  • ISO 27017
  • Cyber Essentials
  • NIS Directive
  • Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
ISO 27017, ISO 9001, Cyber Essentials, Cyber Essentials Plus, NIS Directive, PCI DSS
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
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Hyve follow the strict process laid down in ISO 9001 for change management. We also follow the processes laid down in ISO 27017
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
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

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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