Phoenix Software Ltd

VMware SD-WAN

VMware SD-WAN is a cloud delivered solution ensuring resilient WAN
connectivity, allowing consumers to have flexible WAN choices (i.e. broadband,
MPLS, and LTE). VMware SD-WAN offers high application performance and
availability while lowering networking costs. It can detect the degradations and
dynamically remediate over one or multiple WAN links.

Features

• Centralised management and control
• Real-time WAN link reporting
• WAN encryption
• API based management and control
• Data traffic segmentation
• Stateful firewall
• Virtual LAN termination
• Network agility
• Cloud gateway controlled
• Simplified configuration

Benefits

• Rapid delivery of WAN services
• Multiple WAN link connectivity options
• Zero touch provisioning of WAN edge devices
• Highly resilient WAN operation
• User application traffic prioritization
• Enforcement of business policies for mission critical applications
• Improve the quality of voice and video session
• WAN link bonding to increase available bandwidth
• Resilient delivery of SaaS application traffic via Gateways
• Rapid configuration through policy inheritance

£524.53 a device

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

601364822529255

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

Service scope

• Service constraints: VMware SD-WAN provides clear guidance regarding the implementation best; practises needed for the service. Recommendations should be followed for; the deployment of physical appliances to meet the requirements of the site for; throughput and overlay tunnel needs. Deployment of virtual appliances should; be followed for appropriate resource requirements to meet the throughput; and tunnel needs.
• System requirements:
  • Purchased edge devices - Virtual or Physical
  • Software license agreement for each device
  • Compliant hypervisor for virtual edge
  • Resource allocation in the hypervisor for the virtual edge
  • Aligned support agreement for hardware and software as required
  • Internet access and/or private networking
  • Platform selection to meet site's requirement for throughput and tunnel

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: VMware offers online trouble ticketing through the Customer Connect portal; provided at the VMware website. A response timeline is defined based on the; tickets assigned severity level, and the level of support plan purchased: Basic:; Sev1 (<1 hour 24x7), Sev2 (<6 hours 12x5), Sev3 (<12 hours 12x5), Sev4 (12x5); Production: Sev1 (<30 mins 24x7), Sev2 (<4 hours 12x5), Sev3 (<8 hours 12x5),; Sev4(<24 hours 12x5) Premier: Sev1 (<30 mins 24x7), Sev2 (<2 hours 24x7),; Sev3 (<4 hours 12x5), Sev4(<12 hours 12x5)
• 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: Software support plans are defined as Basic, Production, and Premier. Each; support level offers Call Centre support for severity one through four incidents.; Basic and Production provide 24x7 severity one support, with the remaining; levels being provided at 12x5. Premier improves this by adding severity two with; 24x7 support. Hardware replacement services operate a return to base, next; business day, 4 hour 9x5, or 4 hour 24x7. Only 4 hour 24x7 will provide local; public holiday coverage. Costs available in the pricing document. Technical; Account Managers are part of the VMware service offering, but are funded by the; customer unless otherwise agreed.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: VMware Professional Services can rapidly deploy solutions according to the; business and technical requirements. This is focused on architecture, topology,; and functional testing. Knowledge transfer sessions are completed to ensure that; our customers are fully versed in the operational infrastructure. VMware also; partners with organisations that can provide training, deployment, management,; and customer-specific documentation for SD-WAN implementations. VMware has; training and classes available with a two-day course that can be delivered privately,; remotely, or in person. Details of the enablement course can be found here:; https://mylearn.vmware.com/descriptions/EDU_DATASHEET%20VMware%20SDWAN%20Deploy%20and%20Manage%204.x.pdf
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All metadata within the Orchestrator remains until the Orchestrator is taken out of; service. All backups of the Orchestrator are deleted after one year. VMware; Gateways that contain customer metadata are cleared when a log purge event is; actioned (either monthly, semi-yearly, or yearly). Upon explicit request, the data; present in the Orchestrator can be deleted at an earlier date
• End-of-contract process: At the termination of a subscription, VMware disables all accounts to prevent; access. Edge devices may still send traffic if connected to the network operate; with their locally stored configuration. Edges will no longer receive any; configuration updates, software support or hardware replacement.

Using the service

• Web browser interface: Yes
• Using the web interface: VMware Operations create a customer-specific tenant within an SD-WAN; Orchestrator. The monitoring, addition, configuration, and deletion of SD-WAN; edges are handled through the Orchestrators' web-based service. The; administrator creates site profiles that represent the types of edges to be used; and the features required. The profile includes information related to the devices; interfaces, routing protocols, firewall configuration, and traffic policies. SD-WAN; edge devices are then added to the Orchestrator and mapped to a profile that; defines the configured policies. Profiles ensure simple and consistent; configuration of the SD-WAN network. SD-WAN Edges are added to the network; using Zero Touch Provisioning (ZTP) minimising the need for smart hands activity.; Any modifications needed on the Edge, i.e. localised addressing and route; peering, are centrally handled through SD-WAN Orchestrator. Users of the SDWAN Orchestrator service are allocated to roles that control their ability to; configure and view. This ensures that only approved users can make; configuration changes and modify privileged elements of the SD-WAN network.; SD-WAN Orchestrator is available in both cloud-based or on-premises versions.; The cloud-hosted version is completely managed by VMware for resiliency,; security, and scale. That responsibility falls onto the customer for the on-premise; version of Orchestrator.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: N/A
• Web interface accessibility testing: VMware has 146 products with ongoing efforts to increase accessibility. VMware; has a team of accessibility subject matter experts embedded in the product; teams. Over half of our accessibility team has a disability, including five screen; reader users and one magnification/keyboard user, and including individuals with; cognitive disabilities. VMware also does testing annually with users outside of; VMware that have disabilities through the VMware Design Studio program.
• API: Yes
• What users can and can't do using the API: The VMware SD-WAN Orchestrator can be managed via a Northbound RESTful; API via HTTP/TLS1.2. Any action that can be completed through the VMware SDWAN Orchestrator GUI (monitoring, additions, creation, and deletion) can also; be achieved through the API. Many customers and partner integrate their own; scripts and delivery tools with the VMware SD-WAN API.
• API automation tools:
  • Ansible
  • Other
• Other API automation tools:
  • Postman
  • CURL
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
• Using the command line interface: VMware SD-WAN provides a secure method to support CLI access to Edges using; key pairs generated per user and sends a logged-in user into an Edge CLI shell; that only exposes SD-WAN troubleshooting commands and meets CSO; requirements. CLI is available for low-level debugging. VMware recommends; utilising SD-WAN Orchestrator or API for provisioning, configuration, and; ongoing management and troubleshooting of SD-WAN Edges.

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: VMware SD-WAN Orchestrator is multi-tenant by design and; scales to 15,000 active edge devices. VMware operations team; monitor the load and take proactive management. VMware SDWAN gateways are mapped to customer tenants from pools of; resources allocated to an Orchestrator. VMware follows a; horizontal stateless scale model, even if an SD-WAN Gateway; fails, it re-pins to the next available Gateway (secondary). All; VMware Gateways have a stateless architecture; there is no; dependency on an earlier failed Gateway for proper functionality.; VMware SD-WAN Gateways are continuously monitored by a; dedicated cloud operations team responsible for Gateway; lifecycle management.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
• Reporting types:
  • API access
  • Real-time dashboards

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: 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 every 6 months
• 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:
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • VMware SD-WAN Orchestrator database
  • Orchestrator DR as a hot-standby with live feed from primary
  • Extract key configuration and statistics information via API
• Backup controls: Backups of the VMware SD-WAN Orchestrator; are handled by the VMware operations teams.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: VMware will use commercially reasonable efforts to ensure that the services are available during a; given month equal to the “Availability Commitment” specified as follows: VMware SD-WAN:; 99.99%. VMware Secure Access: 99.90%. VMware Cloud Web Security: 99.99%. Availability in a; given billing month is calculated according to the following formula: “Availability” = ([total minutes; in a billing month – total minutes Unavailable] / total minutes in a billing month) x 100 Details; regarding the Service Level Agreement can be found here:; https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmwarensx-sd-wan-by-velocloud-service-level-agreement.p
• Approach to resilience: VMware SD-WAN Orchestrator Disaster Recovery (DR) is provided by database replication from the; live Orchestrator to a hot-spare at an alternate location. Operations tools monitor the live system; and trigger the failover to hot-spare when an offline condition is confirmed. VMware SD-WAN; Gateway the solution uses multiple logical gateways to provide high availability service to the edges.; Each logical gateway can be scaled horizontally for high availability. VMware SD-WAN Edge operate; in a High Availability (HA) configuration leveraging an Ethernet interconnect on the GE1 port of each; device. The configuration on the Orchestrator causes the active edge to reserve its GE1 port for an; expected HA peer. The HA edges exchanges configuration information, software updates, current; traffic flow, and WAN link information so the second unit does not require explicit configuration.; During an HA failover event, the failover is triggered to the standby device in a sub-second fashion; such that active traffic sessions are maintained
• Outage reporting: The real-time status of the VMware SD-WAN services along with past incidents is publicly available; on https://status.vmware-services.io/. This page also provides information on future maintenance.; Email alerts from the page can be enabled.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
• Access restrictions in management interfaces and support channels: The VMware SD-WAN Orchestrator is designed for multi-tenant environments.; There are three organisational tiers providing distinct roles for access and; visibility for the operator, multiple agents/managed services or channel; partners, and multiple end enterprise customer tenants. The Orchestrator; utilises a native database to authenticate accounts but can also use an; external RADIUS server for this validation. Each tier has its own subset of; roles and privileges to properly segment users based on responsibility. Roles:; Operator (Reserved), Superuser, Standard Admin, Customer Support, and; Enterprise Read Only
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time 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: 14/10/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: 360 Advanced
• PCI DSS accreditation date: 31/03/2021
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27017 Cloud Service Providers
  • ISO27018 Protection of PII
  • SSAE-16 / SOC2
  • ICSA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: VMware SD-WAN has a security team that oversees security; features during SDLC and manages ongoing security for our; product and service offering. To demonstrate the results of this; oversight, VMware SD-WAN has received ISO 27000 (27001,; 27017, and 27018) certification. VMware SD-WAN’s SOC 2; (System and Organization Controls) is designed for service; providers storing customer data in the cloud. It requires; companies to establish and follow strict information security; policies and procedures encompassing the security,; availability, processing, integrity, and confidentiality of; customer data. For ISO compliance, please go to; https://www.vmware.com/products/trustcenter/certificate.html?family=

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: VMware Configuration Management policy is based on industry best; practices. Revisions and exceptions are processed through a documented; procedure to help ensure the confidentiality, integrity, and availability of; our hosted offering. - maintains cryptographic keys for required; cryptography in the SaaS environment based on standards, procedures,; and secure methods. Change Management is staged on the Orchestrator; by creating a copy of the profile undergoing the change. The updated; profile is attached to individual Edges to test and roll back as needed. All; changes are logged in the Orchestrator event log, indicating who/when; enacted the change.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: VMware analyzes identified vulnerability for applicability, adjusting the; vulnerability score on mitigating factors determining the final criticality; score. The network layer, application, and internal OS layer vulnerability; scans are performed. This includes third-party vulnerability scanning and; penetration tests. Vulnerability scans are reviewed annually. After; analyzing the severity and impact, VMware patches all network, utility, and; security equipment. VMware has subscriptions to vendor security and bugtracking notification services. Critical patches are installed timely. Noncritical patches are applied within reasonable timeframes. Patch; testing/rollback procedures are completed with minimal impact. Thirdparty auditors perform reviews against industry standards, including ISO; 27001.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Security scans against the infrastructure components are completed; regularly. If a security breach is detected, affected POPs will first be; detached from the management core to isolate the exposure. Local; bastion hosts will be spun up to provide out-of-band access to the; resources. Once the compromised instance or instances are identified,; these will be terminated and rebuilt to restore functionality or service. If a; material breach is observed, impacted customers will be notified within; five days or in the timeframe as required by local law or other applicable; regulations (such as GDPR).
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: VMware has pre-defined processes for common events. VMware users who; become aware of a security vulnerability in VMware products contact; VMware with details of the vulnerability. VMware has established an email; address used for reporting a vulnerability security@vmware.com. Incident; reports are provided via email and release notes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: VMware SD-WAN typically utilizes AWS datacenters and; information about AWS & Sustainability can be found here:; https://aws.amazon.com/about-aws/sustainability/

Social Value

• Fighting climate change:

  Fighting climate change

  Phoenix is Carbon Neutral - eight years ahead of government targets. We have achieved this by offsetting our operational emissions with carbon credit-approved schemes. By 2026 we will have further reduced our emissions by 50%, and by 2040 we will be Carbon Net-Zero.; ; We are ISO 14001 certified and hold IEMA membership. In addition, we have developed a Sustainability Carbon Accounting System, which is updated monthly and work closely with suppliers to ensure compliance and best practice throughout our supply chain and operations. ; ; Contract waste will be minimised by recycling wherever possible, removing any general waste we create, and most crucially using cloud technology:; ; Our clean air low carbon initiatives reduce the impact of our car emissions on the environment and support people's health:; ; • All company cars are electric vehicles ; • Car Share programmes ; • Flexible working hours for public transport timetables ; • Electric vehicle charging points in the car park for all employees to use on personal or company vehicles ; • Use of public transport centrally arranged and promoted for customer visits as the preferred choice of travel ; • Hybrid working environment with staff only required to travel to the office 2-3 times a week. ; • No 'car idling' policy; ; To support customers on G-Cloud in fighting climate change, we will deliver the following sustainability workshops free of charge:; ; • Explore how Microsoft technology can help you record, report, and reduce your carbon emissions in one platform; • Understand how to procure ICT kit for a circular economy, accounting and mitigating for the carbon cost of your hardware; • Discover how you can implement ISO 14001 principles for robust environmental governance and compliance; • Learn how to engage your workforce and change their behaviours to work in greener ways, reducing paper and mileage
• Covid-19 recovery:

  Covid-19 recovery

  N/A
• Tackling economic inequality:

  Tackling economic inequality

  Phoenix takes our responsibilities seriously around our supply chain to tackle economic inequality, increase resilience and capacity, and create new business, new jobs, and new skills. ; ; We are committed to working with a diverse supply chain to provide a route to market, with over 70% of our services supply chain represented by SMEs. In addition, Phoenix is a signatory of the Prompt Payment Code to show our dedication to driving change towards fair payment terms and boosting the economy. ; ; A member of our Alliances Team works with each partner to give them the necessary support to help them achieve their goals. We operate open-book pricing models with most of our partners to ensure fair margin allocation and encourage implementing improvements for mutual gain-share.; ; Phoenix ensures its suppliers are treated fairly, ensuring invoices are paid on time as well as promoting fair commercial arrangements. Phoenix encourages all suppliers that the products they supply are from sustainable sources and have excellent quality and environmental practices. This includes ensuring that human rights are adhered to throughout the supply chain. Phoenix is an ethical employer and is committed to raising its staff's well-being, living standards, skills, and health.; ; These values are upheld in our Supplier Code of Conduct (www.phoenixs.co.uk/about-us/corporate-policies/supplier-code-of-conduct) with our suppliers audited for compliance to ensure our customers are confident they are working with an ethical, social and sustainable supply chain.
• Equal opportunity:

  Equal opportunity

  We are committed to ensuring equality, diversity, and inclusion throughout our workforce and eliminating unlawful discrimination. You can read our Diversity and Inclusion Policy at www.phoenixs.co.uk/about-us/corporate-policies/equality-diversity-and-inclusion-policy. ; ; We are passionate about helping women to advance in the IT industry by providing them with access to and support from other women working within the industry, as well as flexible working for every employee and an enhanced parental leave package. This commitment has proved hugely successful with 32% of positions at Phoenix held by women – well above the 20% industry average.; ; We have also begun our grassroots work by speaking in schools to highlight the roles available within the tech industry and encourage more women to consider careers in tech from an early age.; ; We are proud to be an accredited Living Wage Employer, supporting an important socially responsible policy and investing in our people.In addition to this, when establishing partnerships with parnters, and suppliers, we also check their living wage status to ensure that the message is heard and acted upon by all.; ; We are a proud signatory on the Race at Work Charter which underpins our commitment to take practical steps to ensure that we are tackling barriers that people face in recruitment and progression.; ; We work with our customers and employees to ensure that they can utilise the accessibility options available to them within the technology, apps, and services we all use daily. Whether this is the device they use, the accessibility checker within Outlook or Word, or live captions that can be added to all Microsoft Teams meetings, we ensure that how we work is as inclusive as possible.; ; We are a Disability Confident Committed employer, this scheme supports organisations like Phoenix to make the most of the talents people with disabilities bring to the workplace.
• Wellbeing:

  Wellbeing

  We are committed to creating a compassionate workplace where all employees feel supported personally and professionally by challenging the stigma surrounding mental health, raising awareness, and offering education opportunities. In 2020, we signed Mind’s ‘Time to Change Employer Pledge’ to back our commitment.; ; We ensure that our team are supported, remain in communication with management and each other, and understand that they can speak openly to their managers about their health and wellbeing to encourage discussion about how we can help them. Our programme of activities is run by our internal mental health and wellbeing ambassadors to help promote positive mental health and embed it into the culture of the organisation. ; ; We hold internal monthly calls where employees are invited to openly discuss mental health and wellbeing, covering topics such as: loneliness, body image, Pride month, menopause support, and parental wellbeing. The aim of these sessions is to remove the stigma often associated with mental health by providing a platform that encourages open and honest conversations about mental wellbeing.; ; Each employee at Phoenix is given one hour a month on a Wednesday, to do something that supports their wellbeing.That’s 3,732 hours across the entire company each year dedicated to wellbeing.; ; We have undertaken research and engaged in internal conversations about menopause in the workplace to understand how we can better support our employees with the physical and emotional symptoms of the menopause.; ; We use the Microsoft Viva platform to help our employees manage their digital well-being and understand how they can change how they work to improve well-being across the organisation.; ; We have eight mental health first aiders across the business who are professionally trained to provide mental health support and guidance to members of our team who require it.

Pricing

• Price: £524.53 a device
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A Proof of Concept (PoC) trials are possible with VMware SD-WAN,; but require approval and signed agreements in advance. PoCs are; time bound by agreement and require the completion of a mutally; agreed test plan.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.