Introduction

This document describes Asset Bank's Hosting Service, the environment and the level of service we provide on our cloud hosting platform.

Our objective is to provide a hosting service that meets the needs of our customers. It is secure, cost-effective, performant and reliable, and supports the growth of your Asset Bank.

The Hosting Platform

We use fully scalable, reliable, and responsive AWS EC2 Instances as the primary platform, with platforms available in the EU, US, Canada, Hong Kong, Singapore, and Australia.

Asset Storage

Your original asset files and thumbnails will be stored in Amazon S3 which has the following benefits:

• Reliability - assets are redundantly stored on multiple devices across multiple facilities. Any corruption or storage failure is automatically corrected.
• Scalability - storage space never runs out, so your Asset Bank can grow as you do.
• Affordability - storing files in one of the internet's largest storage solutions offers economies of scale, and we pass these savings on to you.

Server Monitoring

Every Asset Bank URL is monitored for uptime and responsiveness. Every essential service required to run the Asset Bank is also monitored.

In the unlikely event of an issue, we have automated systems in place to restart services and notify our team.

Maintenance

We have maintenance windows, scheduled in the early hours of the morning (usually between 2 and 4 am) when we can apply security patches, upgrade your Asset Bank, and perform other maintenance.

We will contact you in advance if maintenance is required that would cause downtime outside your scheduled maintenance window.

Capacity

Hosting is priced at a fixed quarterly, semi-annual or annual fee for a specified amount of storage space. If you exceed the agreed storage space, we will notify you, and you will have the option to reduce the amount of space used or pay for the extra capacity.

Fair Use

We operate a ‘fair use’ policy and reserve the right to temporarily suspend an Asset Bank that is critically affecting the performance of the hosting environment.

If this remains an ongoing issue, we would propose a dedicated platform offering (see below).

Availability & SLA

Unless undergoing scheduled maintenance, we guarantee that your Asset Bank will not be unavailable for more than 30 minutes per month.

Asset Bank is polled regularly to check for availability. Our team will attempt to resolve any issues as soon as they become aware of them.

In the event that Asset Bank is unavailable for more than 30 minutes in a given month, due to 
problems with the software (Asset Bank or any of the software required to run it, including the Operating System) or failure of the network infrastructure at AWS, we will refund to you 10% of your monthly hosting charge per 30 minutes of downtime – up to 100% of your monthly hosting charge (minus our cloud storage costs over that period).

However, for the purpose of compensation, downtime begins when you log a call with our Customer Support Team, stating that you cannot access Asset Bank and ends when you successfully access Asset Bank or you are informed that Asset Bank is available again (unless you subsequently find otherwise).

Extraordinary Events

You are not entitled to credit for downtime or outages resulting from the denial of service attacks, virus attacks, hacking attempts, or any other circumstances that are not within our control.

Rate Limiting

We enforce rate limiting for the API and Direct Link Cache for all customers. Full details can be found in our article on Rate Limiting.

Backup & Disaster Recovery

Please follow the link to view our Backup and Disaster Recovery Policy.

Security

Ensuring your data is secure is a priority. All client data is given our highest data classification rating of ‘restricted’. This ensures that the strictest administrative controls on the storage and handling of this data are in place.

A high-level overview listing the technical controls in place to ensure the safety of your data can 
be seen below:

• All of your data is stored with Amazon (AWS). They are, amongst others, an ISO 27001 accredited supplier.
• All platforms are behind a virtual private cloud (VPC). A firewall blocks access to unneeded ports and limits access to the server OS to a limited set of IP addresses.
• We are notified automatically of new security patches and they are applied as new threats emerge. Security patches will be applied in line with our patching process, ensuring they happen at least monthly.
• Multiple logging mechanisms are in place to ensure an audit trail of actions on our platforms.
• We require SSL for all Asset Banks to ensure all web traffic is encrypted.
• Your data, including backups, is encrypted in transit and at rest using the industry standard AES-256.
• Each Asset Bank uses a separate database instance to ensure that clients’ data is segregated.
• Asset Bank supports various Single Sign-on and Federated Identity implementations, including SAML 2.0-compliant providers.
• Asset Bank’s built-in audit logging enables you to track who has logged in and when.

To further aid with the visibility of our security processes and policies that we have in place, we have compiled an Asset Bank Security Questionnaire. 

We have also published a Vulnerability Management and Disclosure Policy. 

Hosting Architecture

Figure 1 illustrates the architecture of our shared hosting service.

Figure 1: Shared Hosting Architecture 

Obtaining Your Data

The data associated with your Asset Bank belongs to you, and you have the right to request a copy of it at any time. We provide two methods for this using an Amazon S3 bucket:

• Bright S3 bucket: We will export your data and transfer it to a Bright owned S3 bucket. We will provide you with access details and instructions on how to download. The data will be available to download for 90 days.
• Your own S3 bucket: You will need to provide us with access details to your own S3 bucket, we will then export your data and transfer it to this S3 bucket.

If you would like a copy of your data then please get in touch, so we can work out the best option for you and supply you with a quote.

Support Hours

Problems with the availability of your Asset Bank can be logged with Bright Interactive during its standard Customer Support hours (described in the document Customer Support Service Description).

Dedicated Platform

We understand that some clients would benefit from hosting their Asset Bank in a dedicated platform, either from the start or after a period of time hosting with us. For example, if you require:

• Guaranteed allocation of system resources to support large numbers of concurrent users and intensive image rendering and manipulation requirements.
• Support for custom requirements, e.g. a virtual private gateway using Amazon Virtual Private Cloud (VPC).
• Increased Rate Limiting for API usage.

Revision Date: July 17th 2026