VMware UK Limited

CloudHealth by VMware

CloudHealth is the most trusted software platform for accelerating global business transformation in the cloud. Now part of VMware, CloudHealth is the enterprise platform of choice for more than 7,000 organizations worldwide that rely on it to optimize, secure, and govern the largest and most complex multicloud environments.

Features

• Cost analysis and optimisation
• Recommendations
• Trended reporting on cost, usage, and performance
• Cloud Governance
• Cloud service inventory
• Security

Benefits

• Increase visibility through data collection and consolidation
• Assemble assets and evaluate data in many ways
• Analyze from a organisation perspective
• Discover issues on your infrastructure
• Identify cost drivers and root causes
• Understand how infrastructure changes impact your organisation
• Achieve continuous optimisation
• Get recommendations
• Translate insights into actions
• Policy management and workflow automation with approvals and authorisations

£0.04 a unit a month

• Free trial 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 chris.hardy@broadcom.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

559011678648040

Contact

Chris Hardy
07824 478092
chris.hardy@broadcom.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: CloudHealth Platform requires access to Cloud provider billing statement files and APIs. Access is defined by a specific set of permissions to be granted via Cloud provider policies.
• System requirements: Web Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: VMware Cloud Service Support Policies are published: https://www.vmware.com/support/policies/saas-support.html ; Critical (SaaS Severity 1) 30 minutes or less: 24x7 ; Major (SaaS Severity 2) 4 business hours ; Minor (SaaS Severity 3) 8 business hours ; Cosmetic (SaaS Severity 4) 12 business hours; Response times are different at weekends. These targeted response times change per support package
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Please refer to our website for support details: https://www.vmware.com/support/services/production.html; ; Professional Services support available on request, also available; as an add-on is the CloudHealth Customer Success Package, that enables customer success through an initial 90-day on-boarding process, and continuing services to help drive value and adoption of the CloudHealth platform
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a comprehensive pre-installation checklist that includes all 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: CloudHealth Platform operates on a copy of the Cloud provider billing data available directly to customers. All platform custom reports and customer configurations are available for download and export via CloudHealth platform UI in various formats.
• End-of-contract process: Termination of your Service Offering instance will result in permanent loss of access to the environments, discontinuation of services, and a deletion of the environments and configurations. We will retain your Content in our backup systems for 90 days following the effective termination date. If you wish to extract your Content from the Service Offering (to the extent you have not already done so prior to termination of your Subscription Term), you must notify us within thirty (30) days after the effective termination date, and we will assist you in extracting Content from the Service Offering. You will be responsible for all fees associated with Content extraction. If you do not notify us within that 30-day period, your Content will be permanently deleted and will not be recoverable.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: 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: CloudHealth maintains API services to programmatically retrieve and manage data and configurations in the CloudHealth Platform.; ; More details available at https://apidocs.cloudhealthtech.com/ and CloudHealth Help Portal https://help.cloudhealthtech.com/graphql-api/
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users have the ability to customise product reports, dashboards and policies. Administrators have the ability to manage user and roles configurations.

Scaling

• Independence of resources: Our solution meets strict requirements for high availability and redundancy. We eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components.; ; Please see CloudHealth third-party SOC2 attestation report for more information on applicable controls.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

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: Other locations
• User control over data storage and processing locations: No
• 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: Customers can run reports on demand or schedule reports to run from the console at any time.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: CloudHealth by VMware uses AWS services, including VPCs, to architect the SaaS environment. Additional information would be confidential and requires potential customers to reach out to VMware.

Availability and resilience

• Guaranteed availability: 99.5% SLA - Additional information is available here: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmw-cloud-health-sla.pdf
• Approach to resilience: Our solution meets strict requirements for high availability and redundancy. We eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components. Please see CloudHealth third-party SOC2 attestation report for more information on applicable controls.
• Outage reporting: https://status.cloudhealthtech.com - Customers can optionally subscribe to updates

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: CloudHealth supports SAML, AzureAD, Google OAuth integrations
• 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 and MFA are required for access to production environments and corporate resources. Password policies are developed according to industry best practices and are technically enforced. -- 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 every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• 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: 6/9/2021
• What the ISO/IEC 27001 doesn’t cover: Limited to information security management system and supporting the management of the infrastructure and services to support CloudHealth by VMware
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 01/22/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Please visit: https://cloudsecurityalliance.org/star/registry/vmware-inc/ for the various CSA STAR Certification details
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • G-Cloud
  • ISO 27017
  • ISO 27018
  • SOC 2

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• 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: 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: 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: £0.04 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full 30 day trial

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 chris.hardy@broadcom.com. Tell them what format you need. It will help if you say what assistive technology you use.