Hyve Limited

Fully Managed Virtual Machines on Dedicated Servers (VMware)

Becoming an extension of your business means Hyve can fully provision and manage your dedicated cloud servers, giving you the security, peace of mind and 24x7x365 OS level support you need. High availability, scalability and resiliency and a dedicated cloud from Hyve costs a lot less than you would think.

Features

  • HP BladeSystem
  • Light-Speed Disk Technology
  • Self Healing Cluster arrangement
  • High Availability Server Infrastructure
  • Adaptive Optimisation
  • Resilient 100Gb network with 100% uptime SLA
  • Load Balancing, 7 Days Backup, WAFs
  • Advanced Security inc DDoS, IDS, IPL, VLAN Segregation
  • Virtually Limitless Scalability, No Single Point of Failure
  • Word Press, Umbraco, Kentico, Sitecore, Magento, Shopify, Woo Commerce, Hybris

Benefits

  • UK Based Support team, Priority Calls answered in 20 minutes
  • Simple Price Plans, Know your exact monthly spend
  • Architecture Guidance, Specialist help designing your solution
  • DevOps Professional Services, Reduce deployment issues and rollbacks
  • Application Integration, No developer needed, Code free integrations
  • Setting up of clustering, Use our skills, not expensive consultants
  • Managed relational Database Services, Giving you more time
  • Managed big data Database Services, Freeing up your time
  • DDOS Mitigation, Protecting your systems from attacks
  • IPS, Stopping unauthorised access to your systems

Pricing

£125 per server per month

  • Education pricing available

Service documents

G-Cloud 10

965807913791729

Hyve Limited

Neville Louzado

0800 612 2524

info@hyve.com

Service scope

Service scope
Service constraints None
System requirements Only System Requirement is Internet Connection

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 Carried out independent to ensure WCAG 2.0 A adherence
Onsite support Yes, at extra cost
Support levels 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).
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Hyve will always ensure a new customer receives a full induction to the service that has been purchased. Along with the induction training a full knowledge base is available for every service provided and customers are given full access to this when they have access to the "MyHyve" portal
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Customers are trained and encouraged to remove all of their data upon the end of their contract. Hyve will assist OR carry out the removal for the customer if requested. If no request is made and the customer does not remove their data, it will be held for 30 days after the end of their contract, then destroyed in accordance with ISO 27001 and ISO 27017
End-of-contract process At the end of a customers contract, it will automatically roll over for the same period as the initial contract. If a customer wishes to end their contract a simple 30 notice period is requested

Using the service

Using the service
Web browser interface Yes
Using the web interface Users are give access to "MyHyve" Portal, which will allow them to set up additional users, closely monitor the resources being used, have remote access directly on to their server(s). The "MyHyve" portal will also allow the user to manage their account
Web interface accessibility standard WCAG 2.0 A
Web interface accessibility testing Testing is conducted in house to ensure compliancy
API Yes
What users can and can't do using the API Full functionality is provided by the API
API automation tools
  • Chef
  • OpenStack
  • Puppet
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface Full functionality is provided by the Command Line Interface

Scaling

Scaling
Scaling available No
Independence of resources There are NEVER any shared resources between customers. This is a requirement of the ISO 27017 Cloud Security and something Hyve insist upon
Usage notifications Yes
Usage reporting
  • API
  • Email
  • SMS

Analytics

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

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Backup and recovery Yes
What’s backed up Entire System
Backup controls As Hyve offer a fully managed service, a 7 day backup is included in the contract at no additional cost, and is managed by Hyve. This is for file level restore. This can be changed at the request of the customer.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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

Availability and resilience
Guaranteed availability Hyve give service level agreements on the following
Network Up time = 99.999%
Server Up time = 100%
Priority One Support tickets = 20 mins response time
Approach to resilience Hyve's Data Centre is set up with no single point of failure, Self Healing server infrastructure, Automatic fail over and full DR if required
Outage reporting Hyve Customers are alerted immediately by the "MyHyve" portal if there are any incidents, this will then be backed up by a full report explaining what the incident was and why it occurred. Automatic emails are also sent to all of Hyve's customers

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 Hyve have implemented internally and set up all new customers using the POLP (Principle of Least Permission)
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
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
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 At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 The Accreditation Group
ISO/IEC 27001 accreditation date 05/08/2017
What the ISO/IEC 27001 doesn’t cover Hyve's ISO/IEC 27001 Covers all of Hyve's infrastructure, security and Business processes
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Security Metrics
PCI DSS accreditation date 08/03/2018
What the PCI DSS doesn’t cover N/A
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 ISO 27001
ISO 27017
ISO 9001
PCI DSS

Operational security

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 The implementation of ISO 27001 and ISO 27017 govern the way in which Hyve will deal with configurations and change management. Both configuration and Change management will be conducted in conjunction with the customer to ensure minimal impact.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Hyve maintains an ISO 27001 and ISO 27017 certified vulnerability management set of processes. This will include regular (at least quarterly) vulnerability assessments, which, if any issues are identified they are rectified immediately.
Hyve will check daily for any security patches and apply them at the first instance possible
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Hyve have a continuous process for monitoring their entire infrastructure. This will also include IDS and IPS. Any incidents are responded to immediately.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Hyve maintains formal incident response processes concerning both corporate network incidents and incidents affecting their customer solutions. Incidents that affect more than one customer or Hyve operations (Enterprise Impacting) are managed from a centralised tool that provides alerting and escalation paths and procedures, communication procedures and command, control and communication across all Hyve facilities.

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 When Hyve provision a dedicated server for a customer, Zones are created for each host on the shared SAN. Each zone will include the unique world wide name for the host bus adaptor, which has been physically installed on the dedicated server.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £125 per server 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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