Frequently Asked Questions

General

What is Lyve Cloud?
How do I sign up for Lyve Cloud?
What are the S3 service URL's for Lyve Cloud‘s regions?
Is Lyve Cloud S3 compatible?
What kind of workloads or applications are ideal for Lyve Cloud services?
Can I store my data in Lyve Cloud and leverage resources and applications from other cloud providers?
How will I be notified of Lyve Cloud service updates?
Can I change my registered email address?
Can I reset my password?
How does Lyve Cloud assure data is consistent and all applications have a single source of truth?
How does Lyve Cloud manage data integrity and protect against data corruption?
Does Lyve Cloud guarantee permanent deletion of data?
Does Lyve Cloud support multipart uploads?
What level of uptime does Lyve Cloud support?
Are there a minimum and maximum sizes for stored objects?
What kind of data can I store in Lyve Cloud?
What versions of TLS / SSL does Lyve Cloud support?
Does Lyve Cloud support WORM/Write-Once-Read-Many for data immutability?
Does Lyve Cloud support management and data access auditing?
Can I connect Lyve Cloud with third-party tools?
Which operating systems environments are supported by the Lyve Cloud console?
Does Lyve Cloud support strong consistency?

Q:	What is Lyve Cloud?
A:	Lyve Cloud is a simple, trusted, and efficient on-demand solution for mass capacity storage. Predictable economics, verifiable trust, and ease of use make Lyve Cloud the right choice for storing your data.
Q:	How do I sign up for Lyve Cloud?
A:	To sign up for Lyve Cloud services, contact our sales team at sales.lyvecloud@seagate.com.
Q:	What are the S3 service URL's for Lyve Cloud‘s regions?
A:	It depends on the endpoint you have. The S3 service URLs for Lyve Cloud will be in the following locations: Eastern region (Northern Virginia) is https://s3.us-east-1.<endpoint> Western region (California) is https://s3.us-west-1.<endpoint> Asia Pacific region (Singapore) is https://s3.ap-southeast-1.<endpoint> Asia Pacific region (Tokyo) is https://s3.ap-northeast-1.<endpoint> Central region (Oklahoma) is https://s3.us-central-1.<endpoint> Central region (Texas) is https://s3.us-central-2.<endpoint> Europe region (Frankfurt) is https://s3.eu-central-1.<endpoint> Europe region (London) is https://s3.eu-west-1.<endpoint> The management console URL is https://console.<endpoint>
Q:	Is Lyve Cloud S3 compatible?
A:	Yes, Lyve cloud is S3-compatible object storage that uses S3 API, and it works with other S3-compatible applications.
Q:	What kind of workloads or applications are ideal for Lyve Cloud services?
A:	Lyve Cloud is designed to handle all of your data storage needs for workloads such as backup, disaster recovery and big data analytics.
Q:	Can I store my data in Lyve Cloud and leverage resources and applications from other cloud providers?
A:	Yes. Lyve Cloud is located close to Azure, Amazon, and other cloud providers to facilitate high-speed data transfer. Lyve Cloud lets you keep control of your data while leveraging computing and application resources from other cloud providers.
Q:	How will I be notified of Lyve Cloud service updates?
A:	The Lyve Cloud support team sends notifications regarding any system updates. Updates are sent to the email addresses of all registered Lyve Cloud users.
Q:	Can I change my registered email address?
A:	Currently, you cannot change the registered email address from within your Lyve Cloud account. For more information, contact the Lyve Cloud support team at support.lyvecloud@seagate.com.
Q:	Can I reset my password?
A:	Yes, you can reset your password. Select the Forgot Password link on the login screen and follow the instructions. You can also contact any of your Lyve Cloud admins to reset the password.
Q:	How does Lyve Cloud assure data is consistent and all applications have a single source of truth?
A:	Lyve Cloud uses a robust data consistency model for writing an object to the disk. Therefore, the data read by any application is identical, providing a single source of truth.
Q:	How does Lyve Cloud manage data integrity and protect against data corruption?
A:	Lyve Cloud maintains data integrity as a core mission. At the physical layer, Lyve Cloud addresses data integrity by using Seagate’s enterprise-class hard disks and cloud-scale data durability and self-healing technologies. The configuration ensures 11 x 9’s of data durability, and the self-healing technology can be configured to protect against silent data corruption or bit rot by performing an integrity check of all objects within a bucket at least once a year.
Q:	Does Lyve Cloud guarantee permanent deletion of data?
A:	To permanently delete data, client applications should use S3 API calls to delete all objects and buckets that the application creates.
Q:	Does Lyve Cloud support multipart uploads?
A:	Lyve Cloud supports multipart uploads where the object part or chunk can range from 5 MB to 5 GB, with a maximum number of 10,000 parts per an object. This enables the efficient upload of large files and recovery from transmission errors.
Q:	What level of uptime does Lyve Cloud support?
A:	Lyve Cloud architecture implements redundancy at the hardware and software stack. All critical software components are designed to tolerate multiple failures. Lyve Cloud makes all reasonable efforts to maintain monthly uptime of 99.9% with applicable service credits. In addition, customers can use the replicated bucket feature to ensure there are separate copies of the data in different data centers.
Q:	Are there a minimum and maximum sizes for stored objects?
A:	There is no minimum object size, and the maximum object size for a single PUT operation is 5 TB. Lyve Cloud recommends using multipart uploads for files larger than 100 MB.
Q:	What kind of data can I store in Lyve Cloud?
A:	Lyve Cloud allows you to store any data in any format as long as it complies with Lyve Cloud's Terms and Conditions.
Q:	What versions of TLS / SSL does Lyve Cloud support?
A:	Lyve Cloud is compatible with TLS 1.2.
Q:	Does Lyve Cloud support WORM/Write-Once-Read-Many for data immutability?
A:	Lyve Cloud supports S3 object lock, which includes WORM/data immutability. This can be enabled at the bucket level.
Q:	Does Lyve Cloud support management and data access auditing?
A:	After enabling the Audit Log feature, Lyve Cloud keeps an audit log of all user access to your Lyve Cloud console and all client application’s S3 operations. Users can designate a bucket to receive these audit logs from Lyve Cloud.
Q:	Can I connect Lyve Cloud with third-party tools?
A:	Yes. You can connect to Lyve Cloud using either CyberDuck, Rclone, or any S3 browser. Using these tools, create folders in buckets or upload files. Consult your organization's policies and the EULA policies of the software before downloading 3rd party applications. To connect to Lyve Cloud with third-party tools, see Connecting S3 clients.
Q:	Which operating systems environments are supported by the Lyve Cloud console?
A:	Lyve Cloud console supports Windows, Linux, and Mac operating systems. Lyve Cloud provides high standards of data protection and security. To ensure customer data is not compromised, we may not support clients running operating systems or application versions that are not actively supported by the relevant ISV or an open-source community.
Q:	Does Lyve Cloud support strong consistency?
A:	The Lyve Cloud S3 platform provides strong read-after-write consistency. This means that all GET, PUT, and LIST operations in S3 are consistent, ensuring that what you write is exactly what you will read, and that the results of a LIST operation will be a precise representation of the contents in the bucket. This feature is particularly useful for applications such as data lakes.

Buckets

Does Lyve Cloud have any object naming limitations?
Do buckets have a maximum storage limit?
How do I manage my buckets using API?
How do I utilize multipart upload and identify which parts of data have successfully been uploaded?
When should I use ListMultipartUploads API?
Does Lyve Cloud support versioned buckets?
How can a customer confirm the encryption status of their objects?
Can I check bucket utilization using commands?
How can I create a bucket with object immutability (lock) enabled with a set duration using S3 API?
How many buckets can you create in Lyve Cloud?

Q:	Does Lyve Cloud have any object naming limitations?
A:	The object name can contain special characters such as @ # * $ % & ! ? , ; ’ ” \| + = < > ^ ( ) { } [ ] , as well as alphanumeric characters like 0-9, a-z, A-Z . However, using any of these characters may cause issues due to limiting factors of the S3 client SDK..
Q:	Do buckets have a maximum storage limit?
A:	No. There is no storage limit for data stored in a single bucket in Lyve Cloud.
Q:	How do I manage my buckets using API?
A:	You can manage your bucket through the S3 API as well as the Lyve Cloud console. We support the standard S# bucket level commands.
Q:	How do I utilize multipart upload and identify which parts of data have successfully been uploaded?
A:	Lyve Cloud supports multipart uploads of objects up to 5TBs. Using this method, large files are broken into smaller pieces for a more efficient upload. The pieces are then put back together at the end of the process.A multipart upload consists of three steps: Multipart upload initiation: When a multipart upload is initiated, AWS S3 will return an upload ID, which is a unique identifier for the multipart upload. This upload ID is a required field for all upload parts, list parts, complete upload or stop upload commands. Parts upload: In this step, you can specify the part numbers which you would like to upload. A part number uniquely identifies a part and its place in the uploading object. For each part upload, please save the part number and ETag value. These will be needed to complete step 3. Multipart upload completion: In this step, S3 will complete the upload by piecing the parts in order based on the part number. After a successful complete request, the individual parts will no longer exist. If an object is above 5TB in size, then the multipart upload completion command will not succeed. If a multi-part upload fails, the upload can resume with the part of the upload which failed. To view which parts of an upload succeeded, use the ListParts command. This will return all uploaded parts with their size and each one's part number. For more information, see: ListParts.
Q:	When should I use ListMultipartUploads API?
A:	List multipart upload lists the in-progress multipart uploads that are initiated but are not yet completed or aborted. This API allows writing code that will the uploads that are not completed successfully on time. Lyve Cloud is performing this automatically, by cancelling all pending multi parts after 24 hours. If desired, you can control this setting via the use of bucket policy rules.
Q:	Does Lyve Cloud support versioned buckets?
A:	Yes, versioning is fully supported and can be enabled when creating a bucket.
Q:	How can a customer confirm the encryption status of their objects?
A:	Lyve Cloud enforces standard TLS 1.2 with 256-bit advanced encryption standard (AES) Galois/Counter Mode (GCM)—otherwise known as AES-256-GCM—to establish secure communications to the customer in transit and at rest. As an authenticated encryption algorithm, GCM provides proven security of the symmetric-key cryptographic cipher that has wide adoption for its performance. Seagate storage hardware is validated by Federal Information Processing Standards (FIPS) 140-2/3, which directly aligns with the Lyve Cloud focus on security and performance.To view the objects encryption status, please follow the steps below. Pre-requisites Download a command-line tool such as AWS CLI. See using the AWS S3 command line. Open your command line application (Command Prompt for PC, Terminal for Mac) and use the following command. --profile profile name --endpoint http://s3.<endpoint-URL> s3api head-object--bucket bucket name--key file name C:\Users\515515>aws --profile Kevin --endpoint https://s3.us-east-1.lyvecloud.seagate.com s3api head-object --bucket brawleytest --key Goals.docx Result bytes 20900 application/vnd.openxmlformats--officedocument.wordprocessingml.document "34162b3bec92a8334bd9fca388477f85" Mon, 06 Dec 2021 21:10:00 GMT AES256 bytes 20900 application/vnd.openxmlformats--officedocument.wordprocessingml.document "34162b3bec92a8334bd9fca388477f85" Mon, 06 Dec 2021 21:10:00 GMT AES256 METADATA 20210828T175628Z 1b6a154b13045741f4b61ab07ed55567754f44aa6796cc250b2a506c6c83a11a METADATA 20210828T175628Z 1b6a154b13045741f4b61ab07ed55567754f44aa6796cc250b2a506c6c83a11a Note—The encryption is shown here as AES256 which is highlighted in bold.
Q:	Can I check bucket utilization using commands?
A:	The content and data quantity in a bucket can be viewed through the following AWS CLI commands. --profile profile name –endpoint URL s3 ls –summarize –human-readable –recursive s3://bucket C:\Users\515515>aws –profile sv15 –endpoint https://s3.us-west-1.lyvecloud.seagate.com s3 ls –summarize –human-readable –recursive s3://mybuck Result 2021-07-03 22:06:34 6 Bytes my-test-file.txt 2021-07-03 22:07:48 12 Bytes my-test-file1.txt 2021-07-03 22:29:33 11 Bytes my-test-file2.txt 2021-07-01 00:46:18 531 Bytes service-acounts.txt Total Objects: 4 Total Size: 560 Bytes Note—This command will list all contents in the bucket.
Q:	How can I create a bucket with object immutability (lock) enabled with a set duration using S3 API?
A:	Create a bucket and enable object immutability using the following command: aws s3api create-bucket --bucket &lt;bucket name&gt; --object-lock-enabled-for-bucket --profile &lt;profile name&gt; --endpoint &lt;endpoint&gt; aws --profile va3 --endpoint https://s3.us-east-1.lyvecloud.seagate.com s3api create-bucket --bucket mybucket --object-lock-enabled-for-bucket Note—You can enable object immutability only while creating a bucket. Response { "Location": http://s3.us-east-1.lyvecloud.seagate.com/my-bucket-with-object-lock } Set the duration using the following command: aws s3api --profile <profile name> put-object-lock-configuration --bucket <bucketname> --object-lock-configuration <value> --endpoint <endpoint> aws --profile va3 --endpoint https://s3.us-east-1.lyvecloud.seagate.com s3api create-bucket --bucket mybucket --object-lock-enabled-for-bucket Response aws s3api --profile lcprd put-object-lock-configuration --bucket mybucket --object-lock-configuration ObjectLockEnabled="Enabled",Rule={DefaultRetention={Mode="COMPLIANCE",Days=1}} --endpoint https://s3.us-east-1.lyvecloud.seagate.com
Q:	How many buckets can you create in Lyve Cloud?
A:	You can create an unlimited number of buckets per account.

Service Account

What if I lose my S3 key credentials?

What if I lose my S3 key credentials?

As a reminder, your S3 key allows applications to authenticate and access Lyve Cloud buckets and objects. The access key and secret key (credentials) are generated when you request a key. This information must be saved at the time of account creation and cannot be recovered afterwards.

If you lose or misplace your S3 key and believe you need new credentials, you must create a new key. You may have multiple (unlimited) keys for a specific account or user.

You may also delete old keys as needed. Note—If you delete a key, any application using that will not have access to the data until you configure a valid key.

User and Roles

Can I switch admin roles in Lyve Cloud?
Can I change the root user of an account?
What if I forget my password for the console?

Q:	Can I switch admin roles in Lyve Cloud?
A:	Yes. If you are an administrator-level user and would like to change your or another user's permissions, you can set them in the console.
Q:	Can I change the root user of an account?
A:	Not through the standard user interface. You need to open a ticket with Lyve support (lyve.support@seagate.com).
Q:	What if I forget my password for the console?
A:	If your user account is an email address, then you can select the Forgot password link and have the system email you a link to reset your account password. If your account is not an email address, contact Lyve support (support.lyve@seagate.com) to assist you.

Self Service

How do I sign up for Lyve Cloud?
I cannot register for Lyve Cloud services using a credit card and get the following screen during registration.
I cannot access the registration link and receive the error The Site Can’t be Reached.
After registration, the Lyve Cloud site fails to load with a Registration failed message.
When accessing the registration link, an unexpected error occurred.
How do I update or edit my credit card information?
When can I see my invoice for this month?
I did not receive the email with the confirmation code. How do I proceed?
I did not receive the email with a confirmation of account creation. How do I proceed?
How do I cancel my Lyve Cloud account?
When will my Credit Card be charged after the cancellation?
Why does my credit card provider show a transaction as "pending" from Lyve Cloud on my customer bill after I have registered for the free trial?

Q:	How do I sign up for Lyve Cloud?
A:	You can sign up for Lyve Cloud using https://lyve.seagate.com/.
Q:	I cannot register for Lyve Cloud services using a credit card and get the following screen during registration. [ INSERT faq-cannot-register-with-credit-card-01.png ]
A:	The Lyve Cloud subscription has reached the limit. You can wait for a period of time and try again. If you are still facing issues, please contact our support team at lyve.support@seagate.com.
Q:	I cannot access the registration link and receive the error The Site Can’t be Reached.
A:	You can perform the following actions and retry: Check that your internet connection is working or restarting your router or modem often resolves this problem. Disable your firewall and antivirus software. Clear your browser cache. Check your DNS server settings.
Q:	After registration, the Lyve Cloud site fails to load with a Registration failed message. [ INSERT faq-registration-failed-01.jpg ]
A:	The registration could have failed because the credit card authorization was incomplete or the credit card was declined. If the authorization is successful and still the registration fails, please contact our support team at lyve.support@seagate.com.
Q:	When accessing the registration link, an unexpected error occurred. [ INSERT faq-unexpected-error-01.jpg]
A:	Please contact our support team at lyve.support@seagate.com.
Q:	How do I update or edit my credit card information?
A:	To update or edit credit card information such as the expiration date, see TBD.
Q:	When can I see my invoice for this month?
A:	Your invoice is generated on the first of every month for the previous month.
Q:	I did not receive the email with the confirmation code. How do I proceed?
A:	Please check your inbox for an email entitled Lyve Cloud verification code. Be sure to also check your spam folder. If you still haven't received the email, please contact our support team lyve.support@seagate.com.
Q:	I did not receive the email with a confirmation of account creation. How do I proceed?
A:	Please check your inbox for an email entitled You are invited to Lyve Cloud!. Be sure to also check your spam folder. If you still haven't received the email, please contact our support team lyve.support@seagate.com.
Q:	How do I cancel my Lyve Cloud account?
A:	Lyve Cloud customers can close their own accounts.
Q:	When will my Credit Card be charged after the cancellation?
A:	When your account is cancelled, the billing period ends on the cancellation date. The bill is generated, and the credit card is charged on the cancellation date at the end of the day.
Q:	Why does my credit card provider show a transaction as "pending" from Lyve Cloud on my customer bill after I have registered for the free trial?
A:	Lyve Cloud only authorizes charges during registration and does not execute an actual charge to your credit card. Some credit card companies elect to note this authorization on customer statements as a pending charge. Not all companies follow this practice. While you may see a charge from Lyve Cloud as pending, you will not be charged for Lyve Cloud service during the free trial period. Please speak with your credit card company about concerns with this notation on your customer bill. You may also contact Lyve Cloud support for further assistance.

Billing

What storage classes does Lyve Cloud offer?
How much does it cost to use Lyve Cloud?
How is the capacity utilization metric calculated?
What is the cost impact of using Lyve Cloud’s immutability feature?
What is the cost impact of using Lyve Cloud’s audit logging features?
I’m not planning to use the object immutability feature but I may be overwriting a file with the same name multiple times. What is the cost impact of this?
Are there any charges for egress or API requests in Lyve Cloud?
Can I get an extension of a free trial?
I am currently using the free trail, how can I become a paid customer?
How is Lyve Cloud billing information collected, and how do I get billed?
Where can I get a copy of my invoice?

Q:	What storage classes does Lyve Cloud offer?
A:	Lyve Cloud offers a single storage tier and a single consistent price based on the amount of data stored.
Q:	How much does it cost to use Lyve Cloud?
A:	The Lyve Cloud service is based on a simple pricing model. Lyve Cloud charges a monthly fee based on the average capacity of data stored during a given month. You are not charged for S3 API calls or data egress.
Q:	How is the capacity utilization metric calculated?
A:	Lyve Cloud measures the total storage consumption four times a day. Storage consumption number recorded is the average of the four instances per day. The monthly average usage is calculated by taking the average of all daily records for a given month. For example, if the daily average for the first 10 days of the month is 10 TB, the average for next 10 days is 20 TB and the average for last 10 days of the month is 30 TB, then the total consumption for the month is 20 TB ((10+20+30)/3=20).
Q:	What is the cost impact of using Lyve Cloud’s immutability feature?
A:	Once object immutability is switched on, bucket versioning is automatically enabled. Updating a file creates a new version of the objects being stored. This process results in an increase in storage usage and cost.
Q:	What is the cost impact of using Lyve Cloud’s audit logging features?
A:	Enabling audit logging creates log files for buckets or console activity. These log files are stored and treated like all other billable storage.
Q:	I’m not planning to use the object immutability feature but I may be overwriting a file with the same name multiple times. What is the cost impact of this?
A:	Let us consider an example to answer this question.On day 1, you store a file called "file1.txt". On day 2, you then overwrite "file1.txt" with a new copy of "file1.txt" while not changing the file name. The original copy of "file1.txt" is, therefore, overwritten and the cost is impacted only by changes in the file size of the latest “file1.txt” that may have occurred.
Q:	Are there any charges for egress or API requests in Lyve Cloud?
A:	There are no egress or API charges in Lyve Cloud.
Q:	Can I get an extension of a free trial?
A:	Yes, please use the extend option on your trial banner or contact your Lyve Cloud sales representative for an extension.
Q:	I am currently using the free trail, how can I become a paid customer?
A:	Please contact your Lyve Cloud sales representative to become a paid customer.
Q:	How is Lyve Cloud billing information collected, and how do I get billed?
A:	Invoices reflect a calculation of the average monthly storage usage for the previous month. Invoices are available on the first day of every month. You then have an agreed time period to complete payment.
Q:	Where can I get a copy of my invoice?
A:	You can view and download a copy of your invoice from the Lyve Cloud console.

Security

How is my data protected?
Does Lyve Cloud mine my data?
What happens to my data if I am no longer a Lyve Cloud customer?
What authentication mechanisms are supported?
How secure are Lyve Cloud datacenters?
Which OTP applications can be used for MFA login?
Can I use CORS with Lyve Cloud?
How can I change my authentication method?
Why must I use a mobile phone to set up MFA?
My mobile device with authenticator app is lost or stolen, what do I do?
Can Email be used as the 2nd method of Auth for MFA?
Can organizations use their own SAML with MFA?
I have lost my recovery code, how do I login to the Lyve Cloud console?
How can I change my Multi-Factor Authentication (MFA) Phone Number?
Can I change my authenticator app?
Can I register multiple Lyve Cloud accounts in an authenticator app for MFA?

Q:	How is my data protected?
A:	Lyve Cloud protects customer data in transit by using: Transport layer security (TLS) for data in-flight TLS 1.2 (AES-256-GCM) Encryption for data at rest The data is always encrypted at rest using one of two server-side methods: Encryption with a client-provided key (part of S3 request headers) - SSE-C Encryption with an S3 managed encryption keys - SSE-S3 All data, regardless of whether it is encrypted or not on the client-side (SSE-C), is encrypted using AES 256-bit encryption at rest. The keys are never shared and can be rotated based on the customer’s security policy. Data in flight is encrypted using TLS 1.2, and client applications can only connect using HTTPS protocol.Lyve Cloud follows industry best practices for design and security models. Contact sales.lyvecloud@seagate.com for a complete overview of security analysis conducted by a third party.
Q:	Does Lyve Cloud mine my data?
A:	No, Lyve Cloud does not mine any customer data. All data stored in Lyve Cloud is encrypted. We strongly recommend that customers use client-side encryption for complete data protection.
Q:	What happens to my data if I am no longer a Lyve Cloud customer?
A:	Lyve Cloud does not make any secondary copies of the data. To permanently delete the data, the client application should use the S3 API calls to delete all objects and buckets it created. Once this is complete, customers can email support.lyvecloud@seagate.com to request that their account information be permanently deleted. This ensures that any remaining customer information is removed from the Lyve Cloud cluster.
Q:	What authentication mechanisms are supported?
A:	Access to the Lyve Cloud admin portal is supported by multiple authentication schemes, including: Multi-factor authentication using either SMS OTP (One Time Password) or an authenticator mobile app Federated login using the customer’s IDP login flow
Q:	How secure are Lyve Cloud datacenters?
A:	Lyve Cloud prioritizes a secure and protected infrastructure. A dedicated staff manages and protects each site 24×7, year-round. Each site is equipped with security cameras to monitor inside the data center and the surrounding area. Facilities are unmarked so as to not draw attention from outside. Building access is controlled using biometric measures.
Q:	Which OTP applications can be used for MFA login?
A:	Lyve Cloud supports the use of third-party authenticator apps as verification methods for MFA logins. You can use any authenticator app that generates temporary codes based on the time-based one-time password. There are many free and paid authenticator apps to choose from. Widely-used options include Google Authenticator, Microsoft Authenticator, DUO, Authy, Okta Verify, Auth0 Guardian, OneLogin Protect, and Oracle Authenticator.
Q:	Can I use CORS with Lyve Cloud?
A:	Yes, Cross-Origin Resource Sharing (CORS) is fully supported.
Q:	How can I change my authentication method?
A:	You must contact your administrator to reset MFA for the user. After resetting MFA, you must again enroll in MFA. For more information, see Enrolling in MFA.
Q:	Why must I use a mobile phone to set up MFA?
A:	Your device is unique to you. This helps to ensure that your account can only be accessed by the person in possession of your phone. Even if someone has your Lyve Cloud credentials, they will not be able to access your Lyve Cloud account without your mobile phone.
Q:	My mobile device with authenticator app is lost or stolen, what do I do?
A:	To change your phone number you must contact the administrator of your account to reset MFA. After the administrator resets MFA, you must again enroll in MFA on your new device. For more information, see Enrolling in MFA.
Q:	Can Email be used as the 2nd method of Auth for MFA?
A:	No, email is not supported as an MFA method. We only support authenticator apps because email credentials can be easily compromised or reset. With a mobile device, an authenticator app adds another layer of security when accessing your account.
Q:	Can organizations use their own SAML with MFA?
A:	Yes, organizations can use their own SAML with MFA. Lyve Cloud MFA always applies to password users even if federated login is enabled for the account.
Q:	I have lost my recovery code, how do I login to the Lyve Cloud console?
A:	You must contact your administrator to reset MFA. After resetting MFA, you must again enroll in MFA. For more information, see Enrolling in MFA.
Q:	How can I change my Multi-Factor Authentication (MFA) Phone Number?
A:	An administrator must reset the MFA for a user to change the associated phone number. After resetting MFA, you must again enroll for MFA. For more information, see Enrolling in MFA.
Q:	Can I change my authenticator app?
A:	Yes, you can change the authenticator app by installing the preferred authenticator app.You must contact your administrator to reset MFA for the user. After resetting MFA, you must again enroll in MFA. For more information, see Enrolling in MFA.
Q:	Can I register multiple Lyve Cloud accounts in an authenticator app for MFA?
A:	You may use different authenticator apps for different Lyve Cloud accounts. If you are required to use the same authenticator app for multiple Lyve Cloud accounts, refer to the MFA application's help section to learn how to add multiple accounts. Follow the steps based on the desired authenticator app.Refer to few of the commonly used authenticator apps: Google Microsoft Oracle

Support

How can I contact Support?
What can I expect after a support ticket is raised or an email is sent?
What details are required when contacting support through email?
When can I contact Lyve Cloud Support?
When will the support team contact me after I create a support ticket?
Where to find help?

Q:	How can I contact Support?
A:	There are two ways to contact Lyve Cloud Support. Create a support ticket from the Lyve Cloud console. Email lyve.support@seagate.com
Q:	What can I expect after a support ticket is raised or an email is sent?
A:	Communication Once you submit a ticket, you will get an auto-generated email from lyve.support@seagate.com that includes your ticket number. Your ticket is added to a queue and is processed in the order that it is received. However, support times do vary depending on issue severity. If you need to contact support for any reason regarding your ticket, you can reply to the auto-generated email, or you can leave a comment in the portal under your ticket details. SLA We will use reasonable efforts to provide a workaround within 24 hours. Afterwards, we will do a root cause analysis and fix the issue to ensure it does not occur again. Escalation Lyve Cloud uses an internal escalation process to ensure tickets are resolved quickly and that they receive the right technical expertise. Following this process, there may be cases where customers learn their ticket has been escalated to another part of the support organization. Resolution When the ticket is resolved, our support team will send out a post-support survey to assess the effectiveness of our support program. Your feedback is highly valuable to us.
Q:	What details are required when contacting support through email?
A:	When emailing support, you must include as much information as possible. Please include the following in your request: Your account ID and endpoint. It can be found on your Lyve Cloud URL - <account_id>.console.lyvecloud.seagate.com Summary and description of the issue you are experiencing Environment (for example, us-east-1 (Virginia), us-west-1 (California), ap-southeast-1 (Singapore), and so on) URL link Attachment with an error screen, if any
Q:	When can I contact Lyve Cloud Support?
A:	Lyve Cloud support teams are staffed around the globe, working 24/7, 365 days a year.
Q:	When will the support team contact me after I create a support ticket?
A:	A new ticket will trigger an auto-response acknowledgement that you will receive within 30 minutes. Our support team will revert you within 4 hours. Seagate will use reasonable efforts to provide a workaround within 24 hours. Later, we will do a root cause analysis and fix the issue to ensure it does not occur again.
Q:	Where to find help?
A:	Before contacting support, it may be quick and convenient to find the information you need in our documentation. The Lyve Cloud Documentation provides several resources to answer your questions. Resources include our Quick Start Guide, Video tutorials, Connecting to S3 clients, Known Issues, FAQs, and much more.

Partner

Where can I view my customers’ storage activity?
Where can I view my bill?
How can I calculate storage cost per customer?

Q:	Where can I view my customers’ storage activity?
A:	Lyve Cloud partners can view the monthly storage activity of their customers by viewing the Usage Trend dashboard on the Lyve Cloud console.Total number of users, buckets, service accounts, average usage, and support tickets can also be viewed on the Customer distributions dashboard on the Lyve Cloud console.
Q:	Where can I view my bill?
A:	Your bill is sent to the email address registered with the partner account.
Q:	How can I calculate storage cost per customer?
A:	Invoices feature monthly storage used by customers to let partners determine to price for each customer. Lyve Cloud Partner Portal provides usage by customers that can be downloaded from the Home page dashboard. This enables partners to determine to price for each of their customers.

HIPAA

What is HIPAA?
Is Seagate Lyve Cloud HIPAA compliant?
What measures does Seagate use to ensure its service is HIPAA compliant?
Where can I learn more about HIPAA?

Q:	What is HIPAA?
A:	The Health Insurance Portability and Accountability Act (HIPAA) is a US law enacted in 1996. HIPAA is a comprehensive set of standards that regulate the protection and use of protected health information (PHI) in the healthcare industry. The law applies to healthcare providers, health plans, and healthcare clearinghouses that transmit health information in electronic form. HIPAA establishes national standards for the privacy and security of PHI and requires that these entities implement appropriate administrative, physical, and technical safeguards to protect the confidentiality, integrity, and availability of PHI. HIPAA also sets rules for the use and disclosure of PHI and gives individuals certain rights with respect to their PHI, such as the right to access, inspect, and receive a copy of their PHI. In summary, HIPAA is a comprehensive set of standards and rules that regulate the protection and use of PHI in the healthcare industry and establishes national standards for the privacy and security of PHI.
Q:	Is Seagate Lyve Cloud HIPAA compliant?
A:	Yes, Seagate’s Lyve Cloud storage service has been audited by trusted third-party certifiers and is certified to comply with all HIPAA standards for the secure handling and protection of PHI.
Q:	What measures does Seagate use to ensure its service is HIPAA compliant?
A:	Seagate takes numerous measures to ensure that our service is compliant with HIPAA standards and provides a highly secure and robust data storage service. Such measures include: Lyve Cloud is certified to the ISO/IEC 27001 Standard, as well as attested to the SOC 2 Type 2 Standard. We are also HIPAA compliant. ISO 27001 is the world’s leading information security standard, providing control requirements to create an Information Security Management System (ISMS). SOC 2 is an extremely popular form of cybersecurity audit, used by a rapidly growing number of organizations to demonstrate they take cybersecurity and privacy seriously. HIPAA Security Rule addresses the safeguarding of ePHI through the application of administrative, physical, and technical safeguards. Compliance is required by all covered organizations defined by HIPAA and the Office of Civil Rights (OCR) audit guidelines and assessment standards. Two-factor authentication for users to ensure secure data custodians. Standardized TLS 1.2 data encryption. Authentication and authorization within every data transaction, using both account access keys and a cryptographic signature. Secure data deletion with Secure Erase. When a customer ends their service with Lyve Cloud, their data is securely cryptographically erased as the SSE-C key is only available to the customer in the API. Enacting proper staff security awareness training and regulation policies, including procedures for authorizing access to PHI, as well as security incident response. Entering into and documenting appropriate business associate contracts with covered entities using Lyve Cloud service. Periodic, thorough risk analyses of current business practices/audits, with an aim to identify potential security risks and test current security and contingency policies. Safe logging and monitoring procedures ensure the recording of all login attempts, individuals who access electronic PHI, as well as any security incidents and mitigation responses involved. Extensive resilience testing and contingency backup architecture that prevents data loss in the case of a datacenter going down.
Q:	Where can I learn more about HIPAA?
A:	For more information regarding HIPAA compliance with Seagate’s Lyve Cloud storage service, see Lyve Cloud HIPAA Business Associate Addendum.