Trustmarque Solutions Limited

TRUSTMARQUE VMware HORIZON CLOUD SERVICE ON MICROSOFT AZURE

Horizon Cloud on Microsoft Azure: a VMware subscription service and includes
software that allows the deployment and use of desktops and applications
hosted on your Microsoft Azure infrastructure capacity and access to the
VMware-hosted cloud control plane the management console (“Horizon Cloud
Manager”) to orchestrate and manage the virtual workloads.

Features

• Desktops and applications delivered from the public cloud or on-premises
• Fully-managed virtual desktop and application infrastructure
• 99.9% guaranteed uptime service level agreement
• Remote Access
• Global Data Center Location
• Automated updates delivered to cloud-hosted control plane

Benefits

• Access Windows desktops and applications from any device and location
• Improve productivity by getting desktops up and running in minutes
• Simplify IT management with easy to use management console

£6.17 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.

Framework

G-Cloud 13

Service ID

311901077161461

Contact

Darren Moyes
01904 934435
tenders@trustmarque.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Horizon Cloud on Microsoft Azure supports six different series of Microsoft; Azure VM Instance-types for virtual desktops and Farms across Azure’s; global regions. During your Subscription Term:Provision any mix of; applications and desktops up to the total quantity of seats purchased. The; number of desktops that can be hosted will vary on the selected desktop; model, the virtual machine instance type, and the hardware resource; capacity available within your current Microsoft-Azure limits, up to a; recommended maximum of 2,000 concurrent connected sessions per; Horizon-Cloud Node. VM operating-system licensing requires use of your own; licenses purchased through your Microsoft licensing distributor.
• System requirements:
  • You must use your licenses purchased through Microsoft licensing distributor
  • Customer must provide anti-virus system licensing on their own
  • Please visit https://bit.ly/2UOoWOu for more details

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: VMware supports software components of VMware Horizon Cloud Service on Microsoft; Azure that are hosted by VMware in the cloud and deployed to your Microsoft Azure cloud. It; includes support for the deployment of the Pod, VDI-Desktops, RDS-desktop and remote; application availability, access to the components in the Horizon Cloud Service cloud; control plane, and the software components of VMware Horizon Cloud Service on Microsoft; Azure that are deployed to your Microsoft Azure cloud ● 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: For IT Admins, extensive training and support is provided to help ensure a; successful deployment. This training is conducted by a dedicated; deployment team with support from our solution architecture group.; Customers are responsible for training their end users in how to use the; View clients. Documentation is available on VMware.com, and the clients; are very simple to use.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users have a variety of ways to extract the data via third-party tools such; as Data Backup, File Shares or by using USB Drive Redirection or Client; Drive Redirection to copy files from the VDI Desktop to an on-premises; location.
• End-of-contract process: Full termination of the Horizon Cloud on Microsoft Azure service due to; contract expiration, termination, cancellation, or any other cause will; result in permanent loss of access to the environments, discontinuation; of account services, and a deletion of such environments, configurations; and data according to VMware’s internal data retention policy. Prior to; terminating the Horizon Cloud on Microsoft Azure service we would; recommend that all data be removed by the customer from the desktops; and platform. VMware take no responsibility for backing up or retaining; customer data

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Horizon Cloud on Microsoft Azure supports mobile access with the use of the; Horizon Client or HTML 5 from a supported browser. Features specific for mobile devices include easy navigation and access to program and user's files; called unity touch, external keyboards, native gestures, onscreen keyboard and; external monitor support. The VMware Horizon HTML Access client does not; support certain features when used in mobile browsers. See features listed in; the note on this topic page in the VMware Horizon HTML Access User Guide; 4.10: docs.vmware.com/en/VMware-Horizon-HTML-Access/4.10/html-access-user/GUID-20F0C9F6-7DE9-4D3D-8095-391C9F795F54.html . For more; information, see the VMware Horizon HTML Access documentation topic at; docs.vmware.com/en/VMware-Horizon-HTML-Access/4.10/html-access-installation/GUID-649151B0-070F-463B-B7FD-12B500973BF0.html.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Service Offering includes access to two self-service consoles: VMware; Account Management Console (“VMware Customer Connect”) provides access; to subscription status, integrating navigation, viewing and management of all; VMware product licenses and support under a single account. It also allows you; to download the Horizon Cloud on Microsoft Azure software components such; as Agents, etc. VMware Horizon Cloud Manager (“Console”) is the primary; interface for consumption and management of the Service Offering, including; domain binding, gold pattern management, desktop provisioning, application; provisioning, user customization provisioning, end user entitlement, and other; management operations.
• 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. However, Horizon Cloud on; Microsoft Azure has not undergone an accesibility assesment 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: Horizon Cloud customers can use administrative credentials to; programmatically (via REST API) instruct any action that is available via the; Horizon Administration Console. That includes but is not limited to provisioning; and changing pools, entitling users to pools, and extracting reporting; information. Documentation is available upon request. There is no test environment for the API.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: Scalability of the solution is contigent on your licensed; Microsoft Azure Infrastructure capacity You must verify; licensing requirements and restrictions with your Microsoft; Licensing distributor.

Analytics

• Service usage metrics: Yes
• Metrics types: Use the Reports page to access various reports related to end users'; desktop and application sessions. ● Use the Reports page to access; various reports related to end users' desktop and application; sessions. ● Reporting types ○ User Mapping ○ Desktop Mapping ○; Desktop Health ○ Utilization ○ Azure Concurrency ○ URL; Configurations ○ Agent Versions ○ Sessions ○ VDI Application Usage; ○ User Usage Report
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• 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
  • European Economic Area (EEA)
  • Other locations
• 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
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can export their data using USB Drive Redirection or Client Drive; Redirection which is part of Horizon Cloud Users have a variety of ways to; extract the data via 3rd party tools such as Data Backup, File Shares or by; using USB Drive Redirection or Client Drive Redirection to copy files from the; VDI Desktop to an on-prem location.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Export or print data from the Service Center user interface:
  • Export to CSV, Excel or PDF formats
  • Import templates from Horizon View with Helpdesk Console
  • Tool includes three folders (export, repos, software) and five files:
  • Hvexport.bat
  • Hvexport.jar
  • Hvexport.sh
  • ImgUploadSvc.conf
  • Readme.txt
• Data import formats: Other
• Other data import formats:
  • Import desktop templates from Horizon View
  • Tool includes three folders (export, repos, software) and five files
  • Hvexport.bat
  • T hvexport.jar
  • Hvexport.sh
  • ImgUploadSvc.conf
  • Readme.txt

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Microsoft Azure VPN/Express Route is; supported by product and customer; configured.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9% SLA - Additional information is available here:; https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmware-horizon-cloud-on-azure-service-level-agt.pdf
• Approach to resilience: The Horizon Cloud on Microsoft Azure is designed for high availability through dedicated; hardware and services per tenant. More information is available on request. - The Horizon Cloud; service has a 99.9% uptime; https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmw-euc-consolidated-service-level-agreement.pdf
• Outage reporting: https://status.horizon.vmware.com - Customers can optionally subscribe to updates

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
  • Other
• Other user authentication: The Horizon Cloud on Microsoft Azure service is integrated and tied to a; customer's Active Directory environment. End Users authenticate with their; credentials along with optional 2FA. Administrators can also use 2FA for; authentication to the Administration Console. - Authenticate access via; identity provider when Horizon Cloud is integrated with Workspace ONE
• Access restrictions in management interfaces and support channels: Access management controls for VMware personnel aligns to PCI standards.; - VMware personnel do not have access to desktops or data and applications; that reside on the virtual desktops. Access controls for customer; administrators is outlined by visitng https://docs.vmware.com/en/VMware-Horizon-Cloud-Service/services/hzncloudmsazure.admin15/GUID-1DD4F3A7-E3CB-4786-A2D4-C356C0EDA9CE.html
• Access restriction testing frequency: At least once a year
• Management access 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

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: May 4, 2018
• 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 1.8, dated June 9, 2021, and aligned to the control sets 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: 13/07/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: VMware provides CAIQ listings for a number of services. Listings specific to VMware can be found by visiting; https://cloudsecurityalliance.org/star/registry/vmware-inc/ Horizon Cloud on Microsoft Azure details are available by visiting; https://cloudsecurityalliance.org/star/registry/vmware-inc/services/horizon-cloud-on-microsoft-azure/
• PCI certification: Yes
• Who accredited the PCI DSS certification: 360 Advanced, Inc
• PCI DSS accreditation date: June 2018
• What the PCI DSS doesn’t cover: For a comprehensive understanding of the PCI DSS certification, please refer to the PCI AOC by visiting; https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/Horizon%20Cloud%20on%20Azure%20PCI%20AOC.pdf
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC type 2
  • ISO 270017
  • ISO 270018

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; and ISO 27001 guidelines. - 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: Our Change Management process for updating the solution is executed; according to our standard internal change management policy. The; process involves completion and submission of change control forms,; review and analysis of the change by the appropriate operations teams; and scheduling of the update or change according to its severity level. All; changes undergo our standard testing and validation process. If for any; reason a change is unsuccessful or does not pass the required testing; phases, our teams execute a fallback plan as documented in the change; control form.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: VMware has a Vulnerability Management program backed by approved; and tested policies and procedures. Vulnerability scans are performed; regularly on internal and external systems.System and application; owners are required to address critical/high vulnerabilities with a plan of; corrective action within 5 days of discovery.Other vulnerabilities need to; be addressed with a plan of corrective action within a reasonable; timeline.Risk analysis/acceptance are performed on vulnerabilities to; confirm the vulnerability and determine the appropriate means of; addressing it. Senior management and IT and Information Security senior; management are required to approve the existence of risks associated; with vulnerabilities that are not patched.
• Protective monitoring type: Supplier-defined controls
• 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: -In the unlikely event of an incident, we follow a formal Incident; Management Plan that is maintained as part of our Information Security; Program. Incidents and breaches are reported to the appropriate Cloud; Operations team for categorization and resolution, and issues are; escalated to senior management according to a pre-defined protocol; (e.g., if the incident is categorized as "Urgent"). Alerts, responses and; resolutions are tracked through to completion, and a post mortem report; is prepared for review by internal stakeholders and 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: £6.17 a user a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.