Workspace ONE UEM

Service scope

Software add-on or extension: No
Cloud deployment model: Hybrid cloud
Service constraints: The AirWatch Cloud 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: 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: 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

PDF
End-of-contract data extraction: Please refer to the VMware Data Processing Addendum for applicable guidance: (https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf) Section 7. Deletion of Personal Data Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data as set forth in the Agreement. If VMware is required by applicable law to retain Personal Data, VMware will implement reasonable measures to prevent any further processing. The terms of this DPA will continue to apply to that retained Personal Data.
End-of-contract process: Please refer to the VMware Data Processing Addendum for applicable guidance: (https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf) Section 7. Deletion of Personal Data Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data as set forth in the Agreement. If VMware is required by applicable law to retain Personal Data, VMware will implement reasonable measures to prevent any further processing. The terms of this DPA will continue to apply to that retained Personal Data.

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

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 o Workspace ONE UEM API Explorer: https://cn274.awmdm.com/api/help/#!/apis o 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: Yes
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. -- We have a guaranteed standard SLA of 99.9%

Analytics

Service usage metrics: Yes
Metrics types: Administrators can gather metrics from Workspace ONE via Workspace ONE UEM 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 and end user actions.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: VMware, AWS, Microsoft, Veeam, Zerto, Runecast, Arctic Wolf

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
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: System administrators can record and export application, device and console events and reports via the Workspace ONE console. Use the built-in Workspace ONE UEM reporting engine to regularly export solution data. -- Export console data using interactive dashboards (CSV), reports (CSV), the Workspace ONE Hub (PDF), event log (CSV) Export Workspace ONE Access audit event logs and reports (CSV). Integrate with security information and event management (SIEM) solutions for enhanced logging of events occurring in the console. Deploy the Workspace ONE Intelligence custom reports service to access wider sets of parameters and critical data on apps, devices, and OS updates.
Data export formats: CSV

Other
Other data export formats: PDF
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

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/docs/vmw-euc-consolidated-service-level-agreement.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. We have a guaranteed standard SLA of 99.9% -
Additional information can be provided upon request.
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. o Workspace ONE status and historical incident data can be found at: https://status.workspaceone.com/

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 VPN 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: Less than 1 month
Access to supplier activity audit information: Users contact the support team to get 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: 15/4/2020 (Most recent Issue date)
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: 13/07/2023
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-unifi ed-endpoint-management
PCI certification: Yes
Who accredited the PCI DSS certification: Crowe LLP
PCI DSS accreditation date: 15/03/2024
What the PCI DSS doesn’t cover: Please refer to the Workspace ONE UEM PCI Attestation of Compliance for applicable details: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/docs/vmware-2024-ws1-uem-pci-dss-v321-aoc.pdf
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: Global DC operations have undergone aSSAE16/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: 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: VMware has a Vulnerability Management program backed by approved and tested policies and procedures. Vulnerability scans are performed regularly on internal and external systems. In alignment with PCI-DSS, system and application owners are required to address critical and high vulnerabilities with a plan of corrective action after vulnerability discovery. Other vulnerabilities need to be addressed with a plan of corrective action within a reasonable period of time. Risk analysis and acceptance are performed on vulnerabilities to confirm the vulnerability, and to determine the appropriate means of addressing the vulnerability.
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: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

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.

Pricing

Price: £2.13 a device a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: We encourage the use of our TestDrive-trial environment as part of customer acceptance strategy
● TestDrive enables you to review all solution functionality across Workspace ONE and Horizon services
● Enroll any of the device types we support, including, Android, iOS, Windows and Macs
● Time limits vary
Link to free trial: https://www.vmwdemo.com/

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Workspace ONE UEM

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents