TL; DR: Hyve, based in the UK, provides mission-critical business hosting solutions with a focus on secure private cloud infrastructure. The company’s self-healing VMware cloud platform is reliable, highly available, and supported by a dedicated customer service team. Ultimately, Hyve’s engineers become an extension of their customers’ businesses, handling everything from performance tuning and database management to source code support.
Considering the rate at which the competitive global hosting market continues to grow — forecasters predict a $76 billion valuation by 2023 — it’s baffling that attentive customer support remains a rare industry find.
To this day, most hosting providers require customers to navigate tier-based support systems. This strategy may be cost-effective for the host, but the customer pays the price in slower resolution times and frustration.
Hyve, a U.K.-based managed hosting provider, is the exception in an industry notorious for poor customer service. While the company’s performance, pricing, and infrastructure options attract customers, it’s the exceptional customer support that makes them want to stay.
“We don’t want our customers to get passed around through a tiered system of support where they have to repeat their concerns over and over again,” said Leah Johnston, Communications Manager at Hyve. “Instead, we send our customers straight through to our expert engineers.”
At Hyve, clients receive support from a dedicated team of three or four representatives who are familiar with the organization’s hosting infrastructure and business needs. Jake Madders, Co-Founder of Hyve, said the assigned team is typically the same group of individuals who helped with the customer’s initial migration.
“When the customer puts in a ticket, they will reach the same team responsible for the project,” Jake said. “They know what they’re doing and how the customer’s business works. That’s a huge factor in the customer service experience we offer.”
Evolving From a Passion Project to an International Cloud Company
The story behind Hyve goes back to 2001 when the founders started the company as a part-time venture outside of their day jobs. Hyve’s co-founders saw a gap in the hosting market for providers offering quality hardware, total management, and dedicated customer service. To expand the business, the team relied purely on organic growth, rather than investments.
“We started by providing shared hosting,” said Jon Lucas, Co-Founder of Hyve. “We leased one server in America and one in the UK, and we offered global web hosting where we set up shared hosting on dedicated servers. After a while, we started serving customers with more complex requirements, so we bought dedicated servers for each one of those customers. Then, around 2010, the cloud came along, and we managed to virtualize the whole lot and make a profit to support growth.”
In 2013 Hyve’s co-directors set up the first Hyve offices based in Crawley, Sussex, and started expanding various departments within the team. Hyve moved to Brighton in 2015 after a few prosperous years in Crawley.
“We started selling cloud servers, and then — just like with the business from the beginning — we started to get bigger clients coming along with more complex requirements,” Jake said. “They didn’t want to share cloud resources, so over the last five or six years, we built a really cool private cloud platform.”
The company, headquartered in Brighton and California, now operates globally, with customers worldwide. Some of the company’s most recognizable customers include British Airways, Carluccio’s, LG, Safestore, Southampton F.C., Tesco, and TK Maxx.
Keeping Up with Industry Shifts via Cutting-Edge Architecture and Support
Today, Hyve continues to focus on mission-critical business hosting with a specialty in secure private cloud offerings.
The company’s self-healing VMware cloud platform is reliable, highly available, and boasts a 100% uptime guarantee. Other popular products include dedicated servers and SFTP solutions. Security is top of mind for all infrastructure solutions via DDoS mitigation, intrusion prevention, and hardware firewalls.
Jon told us that Hyve has recently seen a pandemic-related uptick in customers seeking digital transformations. Other customers found themselves in difficult financial situations. Hyve worked to help both sets of customers however possible.
“It’s been quite an interesting ride; we’ve negotiated payment structures to get some customers through the tough times,” he said. “And on the other end of the spectrum, we’ve had some customers scaling like crazy.”
While some clients move entirely away from on-premises infrastructure, others leverage a hybrid solution to suit their needs.
“It’s all about usage; when clients have large files they’re sharing between employees, they tend to want to keep things local,” Jake said. “But as customers make the transition to working from home, we’ve seen a lot of them turning to products like our virtual desktop infrastructure (VDI).”
Eliminate Infrastructure Headaches with Non-Tiered Support
Hyve offers a comprehensive selection of fully managed IT solutions, including Secure File Sharing (SFTP Hosting), Infrastructure-as-a-Service (IaaS), Disaster Recovery-as-a-Service (DRaaS), Backup-as-a-Service (BaaS), Desktop-as-a-Service (DaaS), and Platform-as-a-Service (PaaS). The company also offers a range of security and networking tools.
The commonality between all of these services, according to Leah, is the peace of mind they bring to clients.
“It’s about taking the hassle out of the hosting and IT side of the business so employees have time to focus on their customers,” she said. “We’re saving them time and money and offering a bit of hand-holding when they need it.”
Hyve also works to make the lives of IT professionals easier. If there’s one thing sysadmins and developers dread, it’s being yanked out of bed to answer an early morning support call.
“In the middle of the night, if there are any problems with their applications, our team is there to fix them,” Jon said. “You don’t have to get up at 2 a.m. on a Sunday.”
Customization is also a part of the Hyve customer experience. The team works to serve as an extension of its clients’ businesses while keeping prices affordable.
“A lot of customers come to us after getting burned by public cloud vendors, where they have to pay so much for the management layer,” Jon said. “We offer the management and infrastructure for a lot less. We’re cost-effective but also very much involved.”
The Hyve team also takes customer feedback seriously, using it to fuel future development. The company measures client satisfaction via Net Promoter Scores (NPS) on each ticket.
“We’re always looking at feedback, which gets fed back into the business,” Jake said. “All reviews are monitored by the account managers so that we can continuously improve our service.”
A Focus on Highly Available Global Private Cloud Services
Moving forward, the Hyve team will remain focused on helping clients reduce complexity without compromising security via the company’s fully managed private cloud.
“Our global private cloud services are the main focus — even the dedicated servers we offer are almost a gateway into the private cloud — because, generally, when people want servers, they want to virtualize them,” Jon told us.
Customers can rapidly deploy Hyve’s private cloud anywhere in the world.
“We have very high availability and resilience that most other companies can’t offer off the cuff with a private system,” Jake said.