Monitoring & Response

In Department: Policy Services Terms

Pipe Ten’s Monitoring Service is primarily intended for use with solutions hosted with Pipe Ten and includes the features and functionality described on Pipe Ten’s website on the Order Date, as such features and functionality may change from time to time. Configuration All monitoring services are deployed with a set template of key values to […]

Backup (Legacy)

In Department: Policy Legacy

Please see our current backup policy for all solutions deployed from to 2024. This document outlines which services are included in Pipe Ten’s backup services, including the default frequency, retention and any associated restore costs. Pipe Ten’s main backup software provider is R1Soft Server Backup Enterprise. Providing fast, affordable, multi-platform and reliable Continuous Data Protection and […]

Backup

In Department: Policy Services Terms

Please see our legacy backup policy for all solutions deployed prior to 2024. Backup Service Scope This policy defines the standards applied to Pipe Ten backup services that store or process customer data. Unless explicitly defined in this policy, product definition or a contract, it should be assumed that backups are not maintained. Pipe Ten […]

Software Update Policy (SUP)

In Department: Policy Services Terms Maintenance

Background This document outlines the policy of patching and updating in place within different Pipe Ten services and service levels. This Patching Policy forms part of the overall Information Security Policy. Outdated software can contain instability, vulnerability, no longer qualify for support and otherwise is not indicative of a secure IT environment. It is necessary […]

SSH Policy (SSHP)

In Department: Policy Legacy

This document outlines our policy on SSH access and its availability. An SSH account gives you a ‘command line’ on another server where you can run commands local to the server such as unzipping files or making backups. Jailed SSH is a protected SSH account with access to limited features and commands (limited permission). User […]

Network

In Department: Policy Services Terms Infrastructure

Network Provision For customers taking services that require bandwidth to the internet is provided either via guaranteed bandwidth (per Mb), or data transferred (per GB) as agreed on the associated Order Form. When using Pipe Ten’s core network, the network resiliency is provided through the use of multiple fibre links within the Data Centre. Pipe […]

Hardware

In Department: Policy Services Terms Infrastructure

Hardware Lifecycle Overview Purchase All Pipe Ten’s hardware suppliers are managed in line with their Supplier Relationship Policy which involves categorising, monitoring and regularly reviewing all suppliers including but not limited to their service levels, credit rating and security practises. Wherever possible Pipe Ten try and solely work with Eco Partner-certified suppliers so that we […]

Data Centre

In Department: Policy Services Terms Infrastructure

Data Centre Services All Data Centres hosting Pipe Ten’s infrastructure include the environment services: 24/7 Infrastructure Monitoring. Redundant Power (UPS and Generators). Fire Detection and Suppression Systems. The technical overview of each Data Centre detailing their specifications can be found on the About Us page. Security & Access The following security measures are in place […]

Security

In Department: Policy Services Terms

Overview In accordance with mandated organisational security requirements set forth and approved by management, Pipe Ten has established a formal set of information security policy and supporting procedures. This comprehensive policy document is to be implemented immediately along with all relevant and applicable procedures. Additionally, this policy is to be evaluated on a yearly basis […]

x Service (Local Cloud) Policy

In Department: Policy Legacy

Overview Pipe Ten’s “x” Service provides access to a self-service virtualisation platform hosted on infrastructure owned by Pipe Ten. The infrastructure is securely shared across multiple customers and can hosted across Pipe Ten’s different data centres which provide physical security and resilient power and cooling. Pipe Ten manage the infrastructure up to the Hypervisor and […]