Workspace ONE Access and Hub Services

Service scope

Software add-on or extension: Yes, but can also be used as a standalone service
What software services is the service an extension to: Workspace ONE Access can be integrated with multiple VMware services (such as Workspace ONE UEM and Horizon Cloud Service on Microsoft Azure) to provide your employees with faster access to SaaS, web and native mobile apps with multi-factor authentication, conditional access and single sign-on.
Cloud deployment model: Hybrid cloud
Service constraints: The VMware Enterprise System Connector is required for directory integration with Workspace ONE
System requirements: https://techzone.vmware.com/resource/workspace-one-access-architecture

https://docs.vmware.com/en/VMware-Workspace-ONE/index.html

User support

Email or online ticketing support: Email or online ticketing
Support response times: Please refer to our website for support details: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmware-severity-definitions-response-time-business-hours-datasheet.pdf●Production Support details can be reviewed directly by visiting: https://www.vmware.com/support/services/production.html○Production Support Overview:○Available by Region○24x7 support for Severity 1 issues○Unlimited number of Support Requests○Up to 6 Administrators○Online access to documentation and technical resources, knowledge base, discussion forums○Cloud updates
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: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Please refer to our website for support details: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmware-severity-definitions-response-time-business-hours-datasheet.pdf●Production Support details can be reviewed directly by visiting: https://www.vmware.com/support/services/production.html○Production Support Overview:○Available by Region○24x7 support for Severity 1 issues○Unlimited number of Support Requests○Up to 6 Administrators○Online access to documentation and technical resources, knowledge base, discussion forums○Cloud updates
Additional Details can be found by visiting https://www.vmware.com/support/services/production.html
Support available to third parties: Yes

Onboarding and offboarding

Getting started: - We provide a comprehensive pre-installation checklist that includes all network and technical requirements that must be satisfied to help ensure a successful implementation. Our Account Executives and Professional Services team members will support you throughout the entire process, from pre-implementation meetings through the final hand-off to our Global Support Team.
- Upon the successful completion of all implementation deliverables, you can continue to leverage our breadth of professional services resources in the form of our global Support Services, extensive technical documentation and robust knowledgebase
- Access a comprehensive and easily accessible catalog of training resources that provides varying levels of product knowledge and technical expertise, depending on the administrator role
- Options include on-demand access to product documentation, instructional videos, online forums and instructor led training courses
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Per Section 8. Deletion of Data from the VMware Data Processing Addendum: Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data in VMware’s possession as set forth in the Agreement except to the extent VMware is required by applicable law to retain some or all of the Personal Data (in which case VMware will archive the data and implement reasonable measures to prevent the Personal Data from any further processing). The terms of this DPA will continue to apply to that retained Personal Data.- At the end of the contract, VMware can assist the customer in using solution controls to export data within the Workspace ONE solution. -- Workspace ONE has defined data retention and data disposal policies to safeguard data throughout its lifecycle. -- Customers can export Workspace ONE data at any time from the administrator consoles. The VMware Data Processing Addendum is available by visiting https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf
End-of-contract process: Per Section 8. Deletion of Data from the VMware Data Processing Addendum: Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data in VMware’s possession as set forth in the Agreement except to the extent VMware is required by applicable law to retain some or all of the Personal Data (in which case VMware will archive the data and implement reasonable measures to prevent the Personal Data from any further processing). The terms of this DPA will continue to apply to that retained Personal Data.- At the end of the contract, VMware can assist the customer in using solution controls to export data within the Workspace ONE solution. -- Workspace ONE has defined data retention and data disposal policies to safeguard data throughout its lifecycle. -- Customers can export Workspace ONE data at any time from the administrator consoles. The VMware Data Processing Addendum is available by visiting https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

MacOS

Windows

Windows Phone

Other
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Workspace ONE Access is accessible via web browser and native mobile app and easy to user regardless of device.

The Workspace ONE Access portal functions as a mobile app and a browser-based console. The mobile app version of the solution is available for download to corporate-owned or BYOD devices. The solution integrates with a desktop app launcher to deploy an HTML5-enabled desktop version. Eliminate the need for employees to register each device through flexible deployment options for the browser and native mobile app.

Employees can log-in and gain access to applications based on unique policies set for each app.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: Our Workspace ONE Catalog is an HTML5-based web app that delivers a unified, easy-to-use interface across all supported platforms and devices

The user interface is simple, intuitive and responsive. Interactive dashboards, advanced filters, search options and customizable user preferences provide IT administrators the information they need to make decisions.
Accessibility standards: None or don’t know
Description of accessibility: VMware is dedicated to support customers to make VMware products and technologies accessible to people with disabilities.

Please visit https://www.vmware.com/uk/help/accessibility.html for an overview of the accessibility testing conducted on the various VMware products and services at this time
Accessibility testing: Please visit https://www.vmware.com/uk/help/accessibility.html for an overview of the accessibility testing conducted on the various VMware products and services at this time
API: Yes
What users can and can't do using the API: The best resource for all our supported API and related information is developer.vmware.com, which houses the documentation for all our VMware products. All supported Workspace ONE Access API endpoints are documented in the VMware Identity Manager API section (available by visiting https://developer.vmware.com/apis/57).

https://techzone.vmware.com/blog/lets-git-committed-resources-getting-started-workspace-one-access-apis provides an overview of ways developers can incorporate Workspace ONE Access APIs
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: - Administrators can build a branded login experience across desktop and mobile devices using customizable templates.
- Use company logo for featured components of the solution:
-- Login prompts
-- Application Launcher
-- Favicon
-- Add background picture
-- Company and product name

Scaling

Independence of resources: - Our solution meets strict requirements for high availability and redundancy through load balancing across multiple, geographically disparate data centers. We eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components.
-- We have a guaranteed standard SLA of 99.9%

Analytics

Service usage metrics: Yes
Metrics types: - Administrators can gather metrics from Workspace ONE Access via Workspace ONE Access reporting and logging:
-- View events within Workspace ONE to capture detailed information
-- The Workspace ONE solution records all console activity and provides data in a detailed log of users accessing the system and the events or actions taking place.
--- Customers can use the built-in event log, customizable dashboards, integrated reporting engine and Hub to audit the web console and end-user actions.
-- The Workspace ONE Access admin console provides audit event reports for resource entitlements for groups and users.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Staff screening not performed
Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard

Other
Other data at rest protection approach: - Global data center operations have undergone SSAE16 SOC2 Type II audits.
-- We do not store AD/LDAP passwords in our database
- Workspace ONE leverages AES 256 to encrypt data at rest
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: System administrators can record and export application, device and console events and reports via the Workspace ONE console. Use the built-in Workspace ONE UEM reporting engine to regularly export solution data. -- Export console data using interactive dashboards (CSV), reports (CSV), the Workspace ONE Hub (PDF), event log (CSV) Export Workspace ONE Access audit event logs and reports (CSV). Integrate with security information and event management (SIEM) solutions for enhanced logging of events occurring in the console. Deploy the Workspace ONE Intelligence custom reports service to access wider sets of parameters and critical data on apps, devices, and OS updates.
Data export formats: CSV

Other
Other data export formats: PDF
Data import formats: CSV

Other
Other data import formats: Leverage bulk upload features to import information into Workspace ONE

Batch import users from your existing directory services domains

VMware Workspace ONE Content supports various file types including:

IWork, zipped files, images, audio, video, Microsoft office

Additional types, such as certificates, can be uploaded by admins

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: – VMware Workspace ONE includes a published uptime SLA of 99.9%; terms, measurements, penalties and other details for each component of the solution can be accessed as follows:

https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmw-euc-consolidated-service-licence-agreement-jan-2020.pdf
Approach to resilience: Our solution meets strict requirements for high availability and redundancy through load balancing across multiple, geographically disparate data centers. We eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components.
-- We have a guaranteed standard SLA of 99.9%
- Additional information can be provided upon request.
Outage reporting: In the unlikely event of a security incident, we will notify the appropriate customer IT stakeholders. Email announcements will maintain open lines of communication between support staff and customers regarding change management events, incident events and problem events. - We will provide at least five days’ or as much advance notice as possible via email of maintenance windows. o Workspace ONE status and historical incident data can be found at: https://status.workspaceone.com/

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: - We have a formal Access Control policy that includes roles and responsibilities for Asset Owners, Asset Custodians and Users to help ensure proper access to information assets.
-- Strong passwords are required for access to production environments and corporate resources. Password policies are developed according to industry best practices and are technically enforced through Active Directory.
-- All access privileges are technically enforced using role-based access control, separation of duties and the principle of least privileges.
--- Production environment access requires two-factor authentication, is secured by VPN using AD credentials and is restricted to authorized members of applicable teams.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password

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 contact the support team to get audit information
How long supplier audit data is stored for: Between 1 month and 6 months
How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Schellman and Company LLC
ISO/IEC 27001 accreditation date: April 15, 2020 (Most recent Issue date)
What the ISO/IEC 27001 doesn’t cover: The scope of the ISO/IEC 27001:2013 certification is limited to the information security management system (ISMS) supporting the management of the infrastructure and services used to support VMware’s in-scope cloud services and in accordance with the statement of applicability version 1.0 and aligned to the control set in ISO/IEC 27017:2015 and ISO/IEC 27018:2019. Assets within the scope of the ISMS include information, software, databases, hardware, and employees supporting the in-scope VMware cloud services.
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: March 25, 2021
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: Please refer to https://cloudsecurityalliance.org/star/registry/vmware-inc/services/workspace-one-access-and-hub-services/ for an overview of the relevant listing
PCI certification: Yes
Who accredited the PCI DSS certification: Crowe
PCI DSS accreditation date: June 2018
What the PCI DSS doesn’t cover: Please refer to the Workspace ONE Access PCI AOC for an overview of what is covered by this PCI-DSS certification by visiting https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/pci-aoc-ws-one-access.pdf
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: Global DC operations have undergone a SSAE16/SOC2 Type II audit

We comply with the European Data Protection Directive (95/46/EC)

https://www.vmware.com/security/certifications.html

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: - We model our security framework using the NIST SP 800-53 - We have an Information Security Governance Committee (ISGC) that is chaired by members of senior management and representatives from our Information Security, IT Operations, HR, Marketing, Facilities and Legal teams.
Information security policies and processes: Our Information Security Program is modeled using industry best practices and regulatory standards, including NIST SP 800-53 and ISO 27001. We maintain our own Information Security Program and Policies to protect customer data hosted in our systems and perform annual reviews and audits of our program to ensure the integrity of our hosted offering.
-- The VMware Information Security team manages the enforcement, development, and maintenance of information security policies and standards to ensure VMware Information Assets are preserved in a security environment, in accordance with generally accepted best practices, focusing on VMware business and risk objectives. The VMware Information Security Team is responsible for updating policies as threats and technologies change, initiating and managing periodic reviews of the information security policies and standards, as well as evaluating exceptions to information security policy and standards.
-- Our Information Security team oversees organizational compliance while team leads in conjunction with IT and HR teams help enforce department-level compliance.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: We maintain a documented Configuration Management policy based on industry best practices to harden SaaS environment and Change Control Policy to manage changes to SaaS environment
-- Changes to Configuration Management policy are processed through Change Management policy
-- Change Management includes approval, testing, implementation and rollback
--- Support staff members initiate change through change control form, which Change Advisory Board team reviews for completeness, impact and scheduling. Severity level of change is categorized.
--- Once form is approved, change is scheduled and alert is released to necessary groups; once change is made, it is tested, validated and closed
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We receive threat information and explore threat resolutions from the VMware Security Response Center (http://www.vmware.com/security/vsrc.html)
- Regular internal and external vulnerability assessments tests performed against the SaaS environment
- Risk methodology based on NIST standards, including:
-- Identifying and characterizing threats
-- Assessing the vulnerability of critical assets to specific threats
-- Determining risk (i.e., expected likelihood and consequences of attacks)
-- Identifying ways to reduce risks
-- Prioritizing risk reduction measures based on strategy
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Our cloud support staff have configured the system to notify IT personnel if the central processing unit (CPU) utilization is too high, disk space limited, memory issues, key service failures, bandwidth utilization, power consumption, or other performance items.
- IT Operations has subscriptions to pertinent vendor security and bug-tracking mailing lists.
- After analyzing the severity and impact, network, utility and security equipment is patched or upgraded
Incident management type: Supplier-defined controls
Incident management approach: We maintain an Incident Management Plan as part of our Information Security Program.

Incidents are reported to and resolved by the appropriate Cloud Operations team and by senior management where needed.
-- Alerts, responses and resolutions are tracked through completion.
-- In the unlikely event of an incident, we will notify customers within two business days of any customer data that is affected.
- Incident logs are reviewed by applicable support personnel for analysis and remediation to avoid further incidents of similar type. All remediation actions are reviewed and approved by our Information Security Governance Committee.

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks: No

Fighting climate change: Fighting climate change

● Sustainable growth for VMware’s business requires decoupling our company growth from carbon emissions. To this end, we’ve accelerated our focus on decarbonization and received third-party validation from the Science Based Target Initiative (SBTi) on our science-based targets. Since 2018, we have maintained our certified CarbonNeutral® company status, in accordance with The CarbonNeutral Protocol. Since 2019, we have sourced 100 percent of our power in our global facilities from renewable sources, in accordance with RE100 Reporting Guidance. ● VMware’s net zero emissions goal builds on approved science-based targets and expands the scope of our climate commitments. For us, a net zero goal means reducing emissions for our entire carbon footprint. We are focused on prioritizing energy efficiency within our operations through our commitment to green buildings, working with our suppliers to reduce their emissions, and supporting distributed workforces through our Future of Work initiative. Through carbon financing, we support low carbon sustainable development projects that enable carbon avoidance to offset our remaining emissions. In line with the leading net zero guidance, we are developing our strategy to include carbon removal projects to address residual emissions. ● In FY22, we furthered climate transition planning at VMware, guided by Taskforce on Climate-related Financial Disclosures (TCFD) recommendations. As VMware continues to learn more about climate risks, we can build longer time horizon risks into our strategy to become even more sustainable and resilient.
Covid-19 recovery: Covid-19 recovery

● Decisive action by VMware during the early days of the COVID-19 pandemic led to a company-wide remote workforce, which our customers were able to implement as well through VMware’s Workspace solutions. ● Through VMware’s unique Citizen Philanthropy approach to giving, we empower every VMware employee—wherever they are—to be active, engaged citizens, contributing to what matters most to them in their own communities. Throughout the pandemic, VMware people delivered food to neighbors in need, made masks and donated resources to frontline workers and relief efforts, and helped nonprofit organizations strengthen their IT operations so they can focus on supporting their communities. VMware also supported GlobalGiving’s Coronavirus Relief Fund and TechSoup’s COVID-19 Response Fund, and raised the limit on matching gifts available to all VMware people.
Tackling economic inequality: Tackling economic inequality

● VMware IT Academy partners directly with more than 2,500 educational institutions, governments and nonprofits globally to empower learners through coursework, labs and experiences. To enrich learning and help jump-start careers, our partner academic institutions can also access the latest suite of VMware software solutions and use them in a hands-on educational environment. VMware IT Academy is key to our 2030 goal of upskilling 15 million people through our educational offerings and creates a pipeline of diverse talent that is available to advance companies’ digital journeys and deploy VMware solutions. ● VMware donates our technology to academic institutions, enabling learners with access to technical training and labs across technology solutions and companies through Academic Cloud. ● VMware IT Academy partners with the Rochester Institute of Technology (RIT) for their Cybersecurity Bootcamp, an immersive, 15-week hands-on training course to reskill or upskill unemployed individuals, including minorities and veterans. ● VMinclusion Taara offers free technical education on VMware products & technology that enable digital business transformation, addressing the gender gap in the Indian IT sector and empowering women with financial and social independence. ● VMware Responsible Sourcing supports sustainability, diversity and accessibility across our supply chain. VMware has committed to working with 75% of our suppliers (by spend) to set their own science-based targets by the end of 2024. We are also prioritizing the sourcing of goods and services through diverse businesses and have committed to spending $1.5B with diverse suppliers through 2030. Our definition of diverse supplier includes: small-business enterprises, minority-owned enterprises, woman-owned enterprises, and businesses owned by other underrepresented groups such as LGBTQ, veterans, and proprietors with disabilities.
Equal opportunity: Equal opportunity

● VMware joined the Valuable 500, a global business collective that is igniting systemic change and unlocking the business, social and economic value of more than 1 billion people with disabilities around the world. From ensuring the technology we develop is accessible for all to empowering our employees through accessible, inclusive and innovative engagement and wellbeing programs, our company remains committed to driving meaningful impact on disability, wellness and neurodiversity inclusion. ● As a leading software company, user accessibility is top of mind at VMware. One of our ESG goals by 2030 is to ensure the technology that we develop, and source within our supply chain, is accessible for all. We created internal Accessibility Guidelines within VMware and committed to assess all new software and events suppliers for accessibility standards aligned with our own guidelines. ● Employee Resource Groups at VMware are called Power of Difference communities (“PODs”), and they play a strategic role in building a culture of belonging. We are focused on driving a culture that is inclusive of all forms of diversity, including supporting employees with disabilities. In 2021, VMware was named a Best Place to Work for Disability Inclusion by the Disability Equality Index (DEI).
Wellbeing: Wellbeing

● At VMware, we enrich lives at work, at home and in the community, because we believe that empowering our people to bring their authentic selves to work drives business excellence and enables us to achieve our business goals. We prioritize employee wellbeing and work hard to foster a culture that is ethical and respectful, kind and compassionate, which is defined by our EPIC2 values—Execution, Passion, Integrity, Customers and Community. ● Employee wellbeing at VMware is a top priority as we believe people are the key to our success, and we are always striving to make it easier for employees to pursue wellbeing on their own terms, which will also help them perform well at work. We recognize that VMware has a responsibility to help support our employees manage the added complexities of their work and family situations since the start of the COVID-19 pandemic. Our wellbeing benefits include: four supplemental days off (our “EPIC2” days), life coaching and emotional support, work-life services for employees and their families, and a wellbeing allowance.

Pricing

Price: £0.50 a device a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: We encourage the use of our TestDrive-trial environment as part of customer acceptance strategy
● TestDrive enables you to review all solution functionality across Workspace ONE and Horizon services
● Enroll any of the device types we support, including, Android, iOS, Windows and Macs
● Time limits vary
Link to free trial: https://www.vmwdemo.com/

Workspace ONE Access and Hub Services

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

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Workspace ONE Access and Hub Services

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

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents