VMWare Workspace ONE Assist
VMware Workspace ONE Assist is a real-time remote support solution that enables IT and help desk staff to quickly assist employees with mobile and laptop device tasks or issues, decreasing downtime, maximizing productivity, and improving the overall employee experience. bss13
Features
- Remotely connect to any enrolled device in seconds
- View and control devices in real-time
- Notify employees when their device screen is visible
- Enable employees to pause or end a remote session
- Draw on device screen to highlight items
- Send and receive private or group messages
- View and export detailed device information
- Invite additional users to a remote session to assist
- Easily record remote sessions
Benefits
- Connect directly from the Workspace ONE console
- Quickly assist employees with device tasks or issues
- Employee session control enables enhanced privacy
- Securely service corporate-owned unattended or shared devices between shifts
- Stay informed: Access activity logs, run commands, and manage files/folders
- Session Collaboration enhances employee and administrator experience
- Leverage recordings for training or escalation purposes
Pricing
£37.85 a user a year
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
4 3 8 7 4 0 3 2 5 0 9 2 8 5 9
Contact
Bytes Software Services
Chris Swani
Telephone: +44 (0) 7951 326815
Email: tenders@bytes.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Hybrid cloud
- Service constraints
- The VMware Enterprises Systems Connector is required for directory integration with Workspace ONE
- System requirements
-
- https://techzone.vmware.com/resource/workspace-one-uem-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
- 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/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 - 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
- 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.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. - 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
● Workspace ONE UEM API Explorer: https://cn274.awmdm.com/api/help/#!/apis
● 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
- API sandbox or test environment
- No
- 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.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Administrators can gather metrics from Workspace ONE via Workspace ONE UEM and Workspace ONE Access 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 an 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
- 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
- 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
- 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/eu la/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
- 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. Please visit https://ws1intelligence.statuspage.io/ for current uptime status
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 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
- 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 and Company LLC
- ISO/IEC 27001 accreditation date
- 15/04/2020
- 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
- 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 fall back plan as documented in the change control form.
- 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
● 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
- £37.85 a user a year
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- Any customer who has access to Workspace ONE Intelligence Reports can opt-in to the 30-day free trial