Kleip's Shared Web Hosting

Service scope

Service constraints: There are currently no service constraints except for planned maintenance.
System requirements: Up to Date Device Operating Systems

Up to Date Surface Web Browsers

User support

Email or online ticketing support: Email or online ticketing
Support response times: Kleips guarantees prompt support for ticket responses Monday to Friday. Our commitment includes a rapid 10-minute initial response time and ensures that ticket resolutions are completed within one hour. Please note that our 3rd line support services are closed on weekends, however, our chats are open 24/7/365. We strive to uphold these service level agreements to provide you with efficient and reliable assistance for your hosting needs
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: None or don’t know
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: Web chat
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Accessing Kleips' web chat is effortless and convenient. Simply navigate to our home page, help section, or contact page on the website. Customers can seamlessly engage with the chat feature without the need to log in, ensuring accessibility for quick and immediate assistance. Our user-friendly interface ensures a hassle-free experience, making support readily available to all visitors.
Web chat accessibility testing: Kleip is committed to inclusivity and has rigorously tested its website chat to ensure compatibility with assistive technologies for disabled users. Our testing process encompasses screen reader compatibility, keyboard navigation, and adherence to web accessibility standards (WCAG). By prioritizing these considerations, Kleip strives to create an inclusive online environment, allowing users with disabilities to seamlessly engage with our web chat, fostering an accessible and user-friendly experience for all.
Onsite support: Yes, at extra cost
Support levels: L1 - Help Desk and Knowledgebase - Free of Charge
L3 - Expert Web Admin Support - Free of Charge
L3 Face-to-Face - Expert Web Admin Support - Day Rate is 350 GBP
Support available to third parties: Yes

Onboarding and offboarding

Getting started: 1. Welcome Email - Upon registration, users receive a personalized welcome email containing login credentials and an overview of available resources.

2. Platform Access - Users log in to Kleip's platform using the provided credentials.

3. Guided Setup Wizard - A guided setup wizard assists users in configuring initial preferences, ensuring a tailored experience.

4. User Documentation - Explore comprehensive user documentation for in-depth insights into features, functionalities, and best practices.

5. Online Training Sessions - Scheduled personalized online training sessions, scheduled at your convenience, to enhance proficiency and address specific queries.

6. Regular Updates - Stay informed about platform enhancements and new features through scheduled updates, fostering continuous improvement.

7. Progress Tracking - Utilize the progress tracking feature to monitor onboarding milestones and identify areas for additional support.

9. **Feedback Loop:**
- Share your onboarding experience through feedback channels, contributing to ongoing improvements and refinement.

10. Ongoing Resources - Access ongoing resources such as webinars, FAQs, and community forums for continuous learning and optimization.

Kleip's step-by-step workflow ensures a user-centric onboarding experience, empowering users to maximize the benefits of our platform efficiently.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Users can request to support a data extraction or they can simply log in to their control panel and export required data.

Users will have access to the control panel for 6 months after the contract ends to give them the flexibility to access their data at any time during this period.

Data that can be extracted;

Files in Filemanager
Database data
Stat Data
Email Data
End-of-contract process: Summary Contract End Process;

1. Notification - Users receive a timely notification regarding the approaching contract end, outlining essential steps for a smooth transition.

2. Login to Kleip Platform - Log in securely to the Kleip platform using your credentials, ensuring personalized access to account details.

3. Review Contract Terms - Access the contract details section to review terms, ensuring clarity on any post-contract obligations.

4. Data Extraction Option - Choose from multiple data extraction options within the platform, specifying the format and scope of data to be retrieved.

5. Initiate Data Extraction - Follow the intuitive on-screen prompts to initiate the data extraction process, ensuring a secure and efficient transfer.

6. Export Confirmation - Receive a confirmation upon successful data extraction, including download links or export options for your records.

7. Contract Closure Acknowledgment - Confirm contract closure, and receive acknowledgment and summary details for your records.

8. Post-Contract Support - Access designated post-contract support channels for any queries or additional assistance required.

Kleip's contract end-process workflow guarantees a user-friendly and transparent transition, allowing users to efficiently manage their data and navigate the conclusion of their contract.

Using the service

Web browser interface: Yes
Using the web interface: 1. Access is via app.kleip.co.uk/manage

2. Users can make changes by logging into their user accounts and with the right access, they can make changes to personal details or the web hosting resources as they deem fit.

3. The only limitation is the access rights their organisation's webmaster has given a User.
Web interface accessibility standard: WCAG 2.1 A
Web interface accessibility testing: Kleip is committed to inclusivity and has rigorously tested its website chat to ensure compatibility with assistive technologies for disabled users. Our testing process encompasses screen reader compatibility, keyboard navigation, and adherence to web accessibility standards (WCAG). By prioritizing these considerations, Kleip strives to create an inclusive online environment, allowing users with disabilities to seamlessly engage with our web chat, fostering an accessible and user-friendly experience for all.
API: Yes
What users can and can't do using the API: 1. Users can request API credentials using our support system
2. Users can make changes to their resources using our API System
3. There are currently no limitations to making changes using the API system
API automation tools: Ansible

Chef

OpenStack

SaltStack

Terraform

Puppet
API documentation: Yes
API documentation formats: HTML

PDF
Command line interface: Yes
Command line interface compatibility: Linux or Unix

Windows

MacOS

Other
Using the command line interface: 1. Users have to obtain CLI or SSH credentials/access from their user accounts
2. Users can use the CLI or SSH to make changes us
3. There are currently no restrictions to making changes using CLI

Scaling

Scaling available: Yes
Scaling type: Automatic

Manual
Independence of resources: Kleip's shared hosting platform uses autoscaling technology and resources to adapt to demand, and the load balancing technology to evenly distribute traffic across multiple servers. As a result, application stays fast and reliable, irrespective of others' activity.
Usage notifications: Yes
Usage reporting: API

Email

Analytics

Infrastructure or application metrics: Yes
Metrics types: CPU

Disk

HTTP request and response status

Memory

Network
Reporting types: API access

Real-time dashboards

Regular reports

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: AWS, Linode, GCP, 20i, iCANN

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Security Clearance (SC)

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: Managed by a third party
Penetration testing frequency: At least once a year
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

Physical access control, complying with another standard

Encryption of all physical media

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

Hardware containing data is completely destroyed
Equipment disposal approach: A third-party destruction service

Backup and recovery

Backup and recovery: Yes
What’s backed up: Files

Emails

Database
Backup controls: Users can log into our Control Panel, go to Backup and Restore Pane, Select Backup or Timeline Backup and follow on-screen instructions on how to backup and when to backup.
Datacentre setup: Multiple datacentres with disaster recovery

Multiple datacentres

Single datacentre with multiple copies
Scheduling backups: Users schedule backups through a web interface
Backup recovery: Users can recover backups themselves, for example through a web interface

Users contact the support team

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
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Uptime Guarantee - We commit to maintaining a 99.99% uptime for our services.

Response Times - Our support team guarantees a response within 10 minutes of receiving a support ticket.

Resolution Time - We aim to resolve issues within one hour of acknowledgement.

Service Credit - Service credits for downtime will be discussed and agreed upon individually with prospective buyers.

Reimbursement Process - In the event of downtime exceeding the agreed-upon SLA, reimbursement details will be negotiated individually.

Buyers can initiate reimbursement requests by contacting our support team.

Reimbursements will be processed promptly, and details of the credit will be communicated directly to the buyer.

This SLA ensures our commitment to providing a reliable and responsive service. For specific details and negotiations, please reach out to our support team.
Approach to resilience: Our Platform employs a holistic approach to asset protection and resilience, ensuring comprehensive safeguarding against potential threats.

Our strategy integrates cutting-edge technology, stringent security protocols, and proactive risk management. Through continuous monitoring and threat assessment, we identify vulnerabilities and swiftly implement measures to mitigate risks.

We prioritize data integrity and confidentiality, utilizing encryption and access controls to fortify digital assets. Physical assets benefit from state-of-the-art surveillance and access restriction systems. Additionally, Kleip invests in redundancy and disaster recovery solutions to maintain operational continuity in unforeseen circumstances.

Regular training and awareness programs empower our personnel to be vigilant against emerging threats. Compliance with industry standards and regulatory requirements underscores our commitment to maintaining the highest security standards.

Kleip's robust asset protection and resilience approach not only safeguards against current threats but anticipates future challenges, ensuring the security and resilience of assets under our care.
Outage reporting: We employ a multi-faceted approach to promptly report outages and ensure transparent communication:

Control Panel - Kleip maintains a real-time public dashboard accessible to all users. This dashboard provides visibility into the status of services, highlighting any ongoing outages, planned maintenance, or performance issues. Users can refer to this centralized source for immediate updates on service availability.

Status Page Integration - Kleip offers a dedicated status page that users can access to check the current status of services. This page is regularly updated with information about outages, resolutions, and ongoing maintenance. Users can rely on the status page for comprehensive and up-to-date insights into the operational health of Kleip services.

Email Alerts - In addition to the public dashboard and status page, Kleip sends out timely email alerts to registered users whenever there is a service disruption. These email notifications provide detailed information about the nature of the outage, expected resolution times, and any relevant updates. Users can stay informed about the status of their services directly through their registered email addresses.

This multi-channel approach ensures that Kleip users receive outage information through various means, allowing them to choose the communication method that best suits their preferences and operational requirements.

Identity and authentication

User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Username or password
Access restrictions in management interfaces and support channels: Kleip employs Role-Based Access Control (RBAC) and granular access principles to restrict access in management interfaces and support channels. RBAC defines roles based on job responsibilities, ensuring that individuals only have access to the resources necessary for their roles. Granular access principles further refine permissions within roles, limiting actions to the specific tasks required. This dual approach enhances security by minimizing the risk of unauthorized access, maintaining fine-tuned control over privileges, and ensuring that users in management interfaces and support channels only access the information and functionalities essential to their roles.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Username or password
Devices users manage the service through: 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 have access to real-time audit information
How long user audit data is stored for: Less than 1 month
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: Less than 1 month
How long system logs are stored for: Less than 1 month

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: Kleip adopts a robust security governance model, embedding proactive measures and strict controls. By implementing comprehensive security policies, conducting regular risk assessments, and ensuring compliance with industry standards, Kleip safeguards its infrastructure. Continuous monitoring, rapid incident response, and ongoing staff training enhance resilience against evolving threats. This holistic approach ensures a secure environment for data, networks, and systems, underpinning Kleip's commitment to top-tier security governance.
Information security policies and processes: Access Control Policies-Strict access controls are enforced to ensure that only authorized personnel have appropriate access to sensitive information.

Data Encryption-Employs encryption protocols to protect data both in transit and at rest, enhancing confidentiality.

Regular Security Audits-Routine security audits and vulnerability assessments are conducted to identify and address potential weaknesses in the infrastructure.

Incident Response Plan-Has a well-defined incident response plan to swiftly address and mitigate security incidents, minimizing potential impact.

Training-Regular security awareness training programs are implemented to educate employees on security best practices, reducing the risk of human error.

Compliance with Standards-Kleip adheres to industry-specific security standards and regulatory requirements, ensuring a high level of compliance.

Reporting Structure:

The Chief Information Security Officer (CISO) oversees the implementation of security policies and processes.

Security teams are structured to handle specific aspects such as access control, encryption, and incident response.

Ensuring Policy Compliance - Continuous monitoring tools track adherence to security policies.

Regular internal audits verify compliance, with findings reported to the CISO.
Non-compliance triggers corrective actions, including additional training or policy adjustments.

This structured reporting and compliance mechanism ensures that security policies are diligently followed, providing a robust defence against potential threats.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Kleip employs meticulous configuration and change management processes to ensure service reliability and security. All service components are tracked through their lifecycle using a centralized system, documenting configurations and changes. Changes undergo rigorous assessment, with a focus on potential security impacts. This involves thorough testing, risk analysis, and adherence to security best practices. Continuous monitoring and feedback mechanisms further validate changes before deployment, maintaining the integrity and security of Kleip's services throughout their evolution.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Kleip adopts a proactive vulnerability management process to safeguard its services. Threat assessments involve continuous monitoring, regular penetration testing, and leveraging threat intelligence feeds. Swift deployment of patches is prioritized, with a streamlined process for testing and implementation. Information about potential threats is sourced from reputable security databases, industry alerts, and collaboration with cybersecurity communities, ensuring a timely and informed response to emerging vulnerabilities. This approach enables Kleip to stay ahead of potential risks and maintain a robust security posture for its services.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Kleip employs vigilant protective monitoring processes to swiftly identify potential compromises. Advanced threat detection tools, anomaly detection, and real-time log analysis aid in recognizing abnormal activities. In the event of a potential compromise, Kleip follows a predefined incident response plan, initiating immediate investigation and containment measures. The response to incidents is rapid, with a focus on minimizing impact and restoring security. This approach ensures a proactive stance against potential threats, maintaining the integrity and resilience of Kleip's systems.
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: Kleip employs a well-defined incident management framework, featuring pre-defined processes for common events. Users report incidents through a dedicated portal or support channels. The incident response team swiftly investigates, contains and resolves issues. Incident reports, detailing the nature of the incident, its resolution, and preventive measures, are communicated to users through secure channels. This approach ensures a rapid and transparent response to incidents, fostering trust and accountability within Kleip's incident management practices.

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: Third-party
Third-party virtualisation provider: KVM
How shared infrastructure is kept separate: Our Platform utilizes KVM virtualization to compartmentalize resources for different organizations sharing the same infrastructure. Acting as a hypervisor, KVM isolates virtual machines, allocating distinct CPU, memory, and storage limits for each organization. Network segmentation and separate storage volumes ensure secure data isolation, while stringent security policies and monitoring bolster overall protection. This approach guarantees that multiple organizations can coexist on the same infrastructure, benefiting from the advantages of virtualization without compromising on security or performance.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Kleip's infrastructure is hosted in green datacentres that adhere meticulously to the EU Code of Conduct for Energy Efficient Datacentres. The infrastructure is designed with a focus on sustainability, incorporating energy-efficient technologies and practices. Through advanced cooling systems, server virtualization, and optimized power management, Kleip minimizes energy consumption while maintaining optimal performance. Renewable energy sources are prioritized, contributing to a reduced carbon footprint. Regular energy efficiency assessments and audits ensure compliance with EU standards.

Kleip also emphasizes waste reduction, recycling, and responsible disposal practices to align with the Code of Conduct's environmental objectives. Monitoring and reporting mechanisms are in place to track energy usage and efficiency metrics, fostering transparency and accountability.

By aligning with the EU Code of Conduct, Kleip demonstrates its commitment to environmental responsibility, sustainability, and energy efficiency in its data centres, contributing to a greener and more sustainable digital infrastructure.

Social Value

Fighting climate change

We are committed to fighting climate change through a multifaceted approach that encompasses sustainable practices, energy efficiency, and environmental responsibility. Our initiatives include:

Green Datacentres - our partners invest in state-of-the-art green datacentres designed to minimize environmental impact. These facilities prioritize energy efficiency through advanced cooling systems, server virtualization, and renewable energy sources, aligning with global efforts to reduce carbon emissions in the IT sector.

Renewable Energy Usage - Kleip actively embraces renewable energy sources to power its operations. By incorporating solar, wind, or other clean energy options, we work to reduce reliance on non-renewable resources, contributing to a more sustainable and eco-friendly computing infrastructure.

Energy Efficiency Technologies-Through continuous research and development, Kleip integrates energy-efficient technologies across its services. This includes optimizing software and hardware to reduce power consumption, utilizing low-power components, and employing innovative cooling solutions.

Carbon Offsetting-Kleip engages in carbon offset programs to neutralize its overall carbon footprint. By investing in projects that capture or reduce greenhouse gas emissions, we strive to balance our environmental impact and promote environmental conservation efforts globally.

Environmental Monitoring and Reporting-Kleip is dedicated to monitoring and reporting its environmental performance. Regular assessments and audits ensure adherence to environmental standards and provide transparency regarding energy consumption, efficiency metrics, and environmental contributions.

Sustainable Practices-Kleip promotes a culture of environmental responsibility within its operations. Initiatives such as waste reduction, responsible recycling, and eco-friendly office practices are integrated to minimize the overall ecological footprint of our organization.

Pricing

Price: £349 an instance a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Basic Hosting with 50MB file storage
No Email Accounts
Limited Advance features
etc.
Link to free trial: https://app.kleip.co.uk/login/demo

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Pricing

Service documents

Cookies on Digital Marketplace

Kleip's Shared Web Hosting

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Social Value

Pricing

Service documents