Trustmarque Solutions Limited

TRUSTMARQUE VMware WORKSPACE ONE UEM (ACADEMIC)

VMware Workspace ONE UEM is the secure enterprise platform that delivers
and manages any app on any device. By integrating app management, unified
endpoint management, and real-time application delivery, Workspace ONE
UEM engages digital employees, reduces the threat of data loss, and
modernizes traditional IT operations for the mobile-cloud era.

Features

  • Enterprise app catalog delivers the right apps to any device
  • Catalog can be easily customized to transform employee onboarding
  • Conditional Access policy enforcement to mobile, web, and Windows apps
  • Record application, device and console events to capture detailed information
  • Allow desktop administrators to automate application distribution and updates
  • Remotely monitor and manage all devices connected to your enterprise
  • Enforce authentication strength and restrict access by device restrictions
  • Automate device compliance for advanced data leakage protection
  • Federates even the most complex on premises Active Directory topologies
  • Leverage both new and existing forms of 3rd party authentication

Benefits

  • Email app supports your mail accounts and integrates with repositories
  • View integrated calendar without having to navigate between apps
  • Secure email and attachments through the Workspace ONE UEM SEG
  • Use content app to push/manage secure content on the device
  • Support your end users with remote assistance and troubleshooting
  • Remote configuration management allows employees to provision new devices anywhere
  • Employees determine desired level of access and corresponding management
  • User interface is simple, intuitive and responsive
  • elf-Service App Store meets consumer style expectations
  • Enable employees to access the resources they need remotely

Pricing

£1.56 a device a month

Service documents

Request an accessible format
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Framework

G-Cloud 13

Service ID

2 1 4 5 1 3 6 6 1 2 0 6 6 8 1

Contact

Trustmarque Solutions Limited Darren Moyes
Telephone: 01904 934435
Email: tenders@trustmarque.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
The AirWatch Cloud Connector is required for directory
integration with Workspace ONE
System requirements
  • https://techzone.vmware.com/resource/workspace-one-uem-architec
  • https://docs.vmware.com/en/VMware-Workspace-ONE/index.htm

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/vmwareseverity-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
No
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/vmwareseverity-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
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
of the Agreement, we will endeavor to delete your Service Data within a reasonable period of time,
except to the extent we are required to retain any Service Data for compliance with applicable law. If
we are unable to delete your Service Data for technical or other reasons, we will apply measures to
ensure that your Service Data is blocked from any further Processing. - At the end of the contract,
VMware can assist the customer in using solution controls to export data within the Workspace ONE
solution. Customers in a Dedicated Cloud deployment can leverage a robust data mart. Data is
secured in transmission. -- 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.p
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. - Customer data in the solution is overwritten every 30 days. - Please refer to the VMware
Data Privacy Addendum for additional details: https://www.vmware.com/help/workspace-one-privacy.html

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 is accessible via web browser and native mobile app and easy
to user regardless of device. The Workspace ONE 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
WCAG 2.1 AA or EN 301 549
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
WCAG 2.1 AA or EN 301 549
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
API configuration is done through the Workspace ONE UEM console. Available
APIs can be found at the following locations o Workspace ONE UEM API
Explorer: https://cn274.awmdm.com/api/help/#!/apis o VMware API Explorer :
https://code.vmware.com/apis?socv=1&numPerPage=269&sorter=pv The
solution provides full support for all major OEM Mobile Device Management
APIs as they become available. Due to inherent manufacturer OS and API
limitations, some features are not supported across all devices or OS versions.
API documentation
Yes
API documentation formats
  • 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 via
Workspace ONE UEM reporting and logging: -- View events within
Workspace ONE to capture detailed information -- The Workspace
ONE UEM 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.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
VMware

Staff security

Staff security clearance
Other security clearance
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
  • Other
Other data at rest protection approach
- Global data center operations have undergone SSAE16 SOC2 Type II audits. -
Basic passwords, certificate private keys, client cookie data and tokens are
encrypted in the SaaS environment with a derived AES 256-bit symmetric
encryption algorithm -- Customers can enable encryption at rest for user first
name, last name, email and phone number -- We do not store AD/LDAP
passwords in our database - VMware Content Locker, VMware Boxer and
Workspace ONE UEM App Wrapping solutions use AES 256-bit encryption to
secure data on mobile devices
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
  • Leverage bulk upload features to import information into Workspace ONE
  • 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)
  • Legacy SSL and TLS (under version 1.2)
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 & 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
25/03/2022
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Please refer to the relevant CAIQ by visiting
https://cloudsecurityalliance.org/star/registry/vmware-inc/services/vmware-workspace-one-unified-endpoint-management/
PCI certification
No
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

Social Value

Fighting climate change

Fighting climate change

Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Covid-19 recovery

Covid-19 recovery

Trustmarque can provide re-training for those left unemployed by Covid-19 through skills training, CV and interview workshops. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Tackling economic inequality

Tackling economic inequality

Trustmarque tackles economic inequality through operating a diverse supply chain including a large number of SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is also continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Equal opportunity

Equal opportunity

Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Wellbeing

Wellbeing

We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.

Pricing

Price
£1.56 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/

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.