Phoenix Software Ltd


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.


  • 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


  • 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

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G-Cloud 13

Service ID

6 0 1 3 6 4 8 2 2 5 2 9 2 5 5


Phoenix Software Ltd Jonny Scott
Telephone: 01904 562200

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
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
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

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:
Service documentation
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
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
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.
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
API documentation formats
  • HTML
  • PDF
Command line interface
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 available
Scaling type
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


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


Supplier type
Reseller (no extras)
Organisation whose services are being resold

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
Other locations
User control over data storage and processing locations
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
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
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:
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 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
Who accredited the ISO/IEC 27001
Schellman & Company, LLC
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
CSA STAR accreditation date
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
PCI certification
Who accredited the PCI DSS certification
360 Advanced
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Cyber essentials
Cyber essentials plus
Other security certifications
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
Security governance certified
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

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
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 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

Energy efficiency

Energy-efficient datacentres
Description of energy efficient datacentres
VMware SD-WAN typically utilizes AWS datacenters and
information about AWS & Sustainability can be found here:

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

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 ( 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

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.


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.


£524.53 a device
Discount for educational organisations
Free trial available
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

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 Tell them what format you need. It will help if you say what assistive technology you use.