HIPE Server Information

HIPE Ltd uses iSERVE Ltd to house and maintain its dedicated servers. This is to ensure the integrity and availability of HIPE for our customers.

The information provided is part of (not all) the terms and conditions entered into between iSERVE Ltd and HIPE Ltd.

The details provided are for information purposes only and are subject to change at the sole discretion of HIPE Ltd.

Data Centre (Where the HIPE server is housed)

Minutes from iSERVE Technicians' Desks
iSERVE technicians' desks are just minutes from the data centre meaning HIPE gains optimal levels of problem resolution times.

3-Stage 24 x 365 Security
iSERVE manages HIPE's iSERVE servers and hardware in a data centre that is restricted by a 3-stage security system, controlled via electronic surveillance 24 x 365, including:

Rack cabinets that are physically isolated from everyone but Level Three technicians.
Access card technology that controls the movement of personnel within the facility.
Electronic locking systems for all rack cabinets.

All movement within the data centre is controlled, tracked and logged.

24 x 365 Video Surveillance
iSERVE manages HIPE's iSERVE servers and hardware in a data centre where all entrances and common areas are monitored 24 x 365 via multiple closed-circuit cameras.

'N+1' Redundancy
HIPE gets a level of redundancy where in the event of failure of power, air conditioning or telecommunications, the resulting load on backup systems is managed with no reduction in performance levels.

Integrated Building Management HVAC
Heating Ventilation Air Conditioning systems for smoke, fire & water detection, electrical & air conditioning performance, including VESDA (Very Early Smoke Detection Alarm) and fire suppression is supplied.

Redundant Dual Power Feeds
The provision of onsite sub-station with separate transformers and mains switch boards.

Multiple UPS Backup Power
Uninterruptible Power Supply system with battery backup is provided.

Diesel Generator Backup Power
Supplied for use in the case of extended power outage.

Redundant Climate Control
24-hour dual air conditioning units, with dual redundant units are provided.

Seismic Bracing
All server racks are tested as earthquake ready.

Rack Mountable Server Space
All rack space provided is standard 19" cabinet housing.

Regular Maintenance Schedule
All data centre systems are managed through a monthly maintenance schedule. Equipment is tested to ensure any issues are resolved before they turn into problems.

HIPE Server

Zero Server Risk
iSERVE takes full responsibility for all management, maintenance and replacement of all servers (parts and labour) at iSERVE's cost, not HIPE's cost.

Full Control with Remote Administrative/Root Access
HIPE gains access to all services on HIPE servers just as if the servers were physically located at HIPE's premises.

Data Redundancy Guaranteed
Every HIPE server has a minimum of 3 hard drives using a RAID 5 mirror configuration. This means if one hard drive fails and your data is lost from it, the other drive automatically takes over to ensure your information is safe and always live.

Unlimited Lights Out Remote Server Management / Reboots
HIPE can re-boot its cold servers 24 x 7 without contacting iSERVE or gaining physical access to the server.

Fast Server Parts Upgrades
iSERVE can upgrade the server hardware specification at any stage as required by HIPE, at HIPE's expense.

Network

Redundant Network into Data Centre
Primary network redundancy is provided through two multi-core dark fibres laid via two physically diverse paths from a single upstream bandwidth supplier into the data centre, meaning that if one fibre fails a redundant link will automatically step in.

10 Megabit Ethernet Network Connection
iSERVE supplies a 100Mbps Ethernet connection within the HIPE network.

Static IP Address
iSERVE provides HIPE with two managed static IP address per server as standard.

Data Plan - Flat Rate
HIPE is on flat rate traffic plans for national and international traffic.

Redundant Bandwidth Supplier
The standard bandwidth supply from one upstream provider is upgraded to no less than two upstream bandwidth suppliers with automatic failover (meaning that if any one bandwidth supplier fails a redundant link will automatically step in).

Security

iSERVE Server Hosting security policies and guidelines adhere to the Minimum Standards for Internet Security in the New Zealand Government (Section 8, Annex A, Security in the Government Sector, see http://www.security.govt.nz/sigs/) and keeps up to date with the SANS/FBI Top 20 Internet SecurityVulnerabilities (www.sans.org/top20.htm).

This means iSERVE:

Adopt a structured approach to the management of Internet security, employing a risk management model:

Ensure that appropriate risk assessments are conducted.
Regularly review security logs.
Ensure that relevant documentation is kept up to date.
Ensure that security training is relevant and up to date.
Plan and regularly test ways in which to detect and react to system failure, misuse and unauthorised access.
Avoid default installations of operating system software, test and install security patches in a timely manner.

iSERVE Server Hosting has the following routine and emergency security procedures for the physical and electronic protection of HIPE's network and information assets:

Authorised Access Only
iSERVE only provides information about HIPE's account or supplies technical support to those authorised to receive this.

3-Stage 24 x 365 Data Centre Security
iSERVE manages HIPE's servers and hardware in a data centre that is restricted by a 3-stage security system, controlled via electronic surveillance 24 x 365, including:

Rack cabinets that are physically isolated from everyone but level three technicians.
Access card technology that controls the movement of personnel within the facility.
Electronic locking systems for all rack cabinets.

All movement within the data centre will be controlled, tracked and logged.

24 x 365 Data Centre Video Surveillance
iSERVE manages HIPE's servers and hardware in a data centre where all entrances and common areas are monitored 24 x 365 via multiple closed-circuit cameras.

Open Relay Control
iSERVE configures all servers to prevent Open Relaying (ie. reject attempts to forward e-mail from non-cynosure senders to non-cynosure addresses). Further, iSERVE only allows IP Addresses within our IP network block (ie, trusted IP Addresses) to relay.

Router Hardening
iSERVE Internet routers are configured in accordance with RFC2827: Network Ingress Filtering (www.rfc.net/rfc2827.html) to reduce the risk of them being used in denial of service attacks against other sites.

Managed VLAN
iSERVE segregates HIPE's server infrastructure in a Virtual Local Area Network (VLAN) to manage potential security problems from within the iSERVE network by protecting the data that flows in and out of the server(s).

Monitoring and Alerts

Data Centre Monitor and Manage
All data centre facility security, HVAC, power generation, management and support systems are monitored and appropriate action is taken to remedy any data centre failures, without prior notification or additional cost to HIPE.

Network Device Monitor and Manage
iSERVE monitors its bandwidth suppliers and all networking devices, including routers, switches and connectivity and is alerted in the event of network failures so iSERVE can take appropriate action to fix, without prior notification or cost to HIPE.

Bandwidth Monitor
Online 'live' bandwidth utilisation graphs are provided for HIPE to view monthly bandwidth usage.

Automated monitoring technologies also provide HIPE with email alerts if the traffic usage of a Burstable Rate Traffic Plan exceeds 75% of its allocation.

Server and Hardware Monitor and Manage
Every 5 minutes all HIPE's dedicated servers, firewalls, load balancers, other dedicated platform components and all of the following live HIPE's server services are monitored by iSERVE. A failed 5 minutes check results in 3 further re-checks spaced 1 minute apart. If the failure continues for 3 minutes a notification is sent to iSERVE to take appropriate action to diagnose and repair if required, without prior notification to HIPE.

Backup and Recovery

Managed Onsite Backup NAS
iSERVE establishes a network connection between HIPE's server and the Onsite NAS (Network Attached Storage), with an allocation of secure Onsite NAS disk space (which can be scaled up or down on demand, minimum allocation 50GB). iSERVE then installs, configures and manages backup server software to perform the task of automatically transferring HIPE's selected data from the server to the Onsite NAS at a frequency determined by HIPE. iSERVE also performs backup testing to ensure successful recovery can be achieved.

HIPE is however solely responsible for verifying the integrity of all backup data. In the event that any information is lost from HIPE's server, HIPE is responsible for restoring and reconfiguring HIPE's data from the Onsite NAS to HIPE's server using the provided backup software. In the event of server failure, iSERVE is responsible for delivering its 1-Hour Server promise at no charge and then re-installing the last known system state onto the server (includes OS, applications and data). If this fails, iSERVE is responsible for re-installing the OS to enable HIPE to restore and reconfigure HIPE's OS and data from the Onsite NAS to HIPE's server.

Managed Offsite Backup NAS
iSERVE establishes an automated daily process to transfer all of HIPE's Onsite NAS (Network Attached Storage) data to an offsite NAS facility. Offsite NAS disk space can be scaled up or down on demand, with a minimum allocation 50GB. In the event that any information is lost from HIPE's server and Onsite NAS,

iSERVE is responsible for restoring all of HIPE's Offsite NAS data to the Onsite NAS. Data is then restored to HIPE's server as per the onsite backup solution selected by HIPE. In the event of primary data centre failure, iSERVE is responsible for delivering HIPE's information from the Offsite NAS to a location selected by HIPE .