VMware UK Limited

Workspace ONE Assist

VMware Workspace ONE Assist is a real-time remote support solution that enables IT and help desk staff to quickly assist employees with mobile and laptop device tasks or issues, decreasing downtime, maximizing productivity, and improving the overall employee experience.

Features

• Remotely connect to any enrolled device in seconds
• View and control devices in real-time
• Notify employees when their device screen is visible
• Enable employees to pause or end a remote session
• Draw on device screen to highlight items
• Send and receive private or group messages
• View and export detailed device information
• Invite additional users to a remote session to assist
• Easily record remote sessions

Benefits

• Connect directly from the Workspace ONE console
• Quickly assist employees with device tasks or issues
• Employee session control enables enhanced privacy
• Securely service corporate-owned unattended or shared devices between shifts
• Stay informed: Access activity logs, run commands, and manage files/folders
• Session Collaboration enhances employee and administrator experience
• Leverage recordings for training or escalation purposes

£0.38 a device a month

• Education pricing available
• 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

626528555515599

Contact

Chris Hardy
07824 478092
chris.hardy@broadcom.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Workspace ONE UEM
• 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-assist-architecture#introduction
  • 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: Per Section 8. Deletion of Data from the VMware Data Processing Addendum: Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data in VMware’s possession as set forth in the Agreement except to the extent VMware is required by applicable law to retain some or all of the Personal Data (in which case VMware will archive the data and implement reasonable measures to prevent the Personal Data from any further processing). The terms of this DPA will continue to apply to that retained Personal Data.- At the end of the contract, VMware can assist the customer in using solution controls to export data within the Workspace ONE solution. -- Workspace ONE has defined data retention and data disposal policies to safeguard data throughout its lifecycle. -- Customers can export Workspace ONE data at any time from the administrator consoles. The VMware Data Processing Addendum is available by visiting https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf
• End-of-contract process: Per Section 8. Deletion of Data from the VMware Data Processing Addendum: Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data in VMware’s possession as set forth in the Agreement except to the extent VMware is required by applicable law to retain some or all of the Personal Data (in which case VMware will archive the data and implement reasonable measures to prevent the Personal Data from any further processing). The terms of this DPA will continue to apply to that retained Personal Data.- At the end of the contract, VMware can assist the customer in using solution controls to export data within the Workspace ONE solution. -- Workspace ONE has defined data retention and data disposal policies to safeguard data throughout its lifecycle. -- Customers can export Workspace ONE data at any time from the administrator consoles. The VMware Data Processing Addendum is available by visiting https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Workspace ONE Assist is accessible via web browser and native mobile app and easy to use. Workspace ONE Assist supports Remote Control for Android, macOS, Windows 10, and Windows Mobile devices. iOS devices are supported but only as far as the Remote View feature.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Initiate a Workspace ONE Assist session from the Workspace ONE console, and depending on the platform, you can view the host device screen, manage the host's files, make changes to the host's registry, and access the Remote Shell.The Workspace ONE Assist client provides support tools to facilitate troubleshooting and remotely controlling end-user devices. Not all client tools are available for all platforms. You can also assign tool-specific role permissions to your admins from the Workspace ONE UEM-console. ; The main menu toolbar appears in the top-center of the Workspace ONE Assist client-screen, giving you direct access to multiple features and functions.
• 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: API configuration is done through the Workspace ONE UEM console. - VMware Workspace ONE Assist has published APIs as part of Workspace ONE UEM to:; - Get the device registration status; - Queue Remote Management register command; - Get the session URL
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

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: - Production environment access and changes are logged.; ; - The VMware Workspace ONE Assist component offers event logs for the customer administrator to view admin access to the solution.; ; - Session logs are retained for 90 days. This period can be extended, as needed, for on-premises or managed SaaS deployments.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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
  • Physical access control, complying with another standard
  • 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:
  • IWork, zipped files, images, audio, video, Microsoft office
  • Additional types, such as certificates, can be uploaded by admins

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: – VMware Workspace ONE includes a published uptime SLA of 99.9%; terms, measurements, penalties and other details for each component of the solution can be accessed as follows:; ; https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmw-euc-consolidated-service-licence-agreement-jan-2020.pdf
• Approach to resilience: Our solution meets strict requirements for high availability and redundancy through load balancing across multiple, geographically disparate data centers. We eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components. ; -- 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 and Company LLC
• ISO/IEC 27001 accreditation date: April 15, 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: 25/03/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Please refer to the relevant CAIQ by visiting https://cloudsecurityalliance.org/star/registry/vmware-inc/services/vmware-workspace-one-assist/
• PCI certification: Yes
• Who accredited the PCI DSS certification: 360 Advanced
• PCI DSS accreditation date: June 2018
• What the PCI DSS doesn’t cover: Please refer to the PCI AOC for an overview by visiting https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/vmware-pci-aoc-ws-one-assist-and-remote-help.pdf
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Global DC operations have undergone a SSAE16/SOC2 Type II audit
  • We comply with the European Data Protection Directive (95/46/EC)
  • https://www.vmware.com/security/certifications.html

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: - We model our security framework using the NIST SP 800-53 - We have an Information Security Governance Committee (ISGC) that is chaired by members of senior management and representatives from our Information Security, IT Operations, HR, Marketing, Facilities and Legal teams.
• Information security policies and processes: Our Information Security Program is modeled using industry best practices and regulatory standards, including NIST SP 800-53 and ISO 27001. We maintain our own Information Security Program and Policies to protect customer data hosted in our systems and perform annual reviews and audits of our program to ensure the integrity of our hosted offering. ; -- The VMware Information Security team manages the enforcement, development, and maintenance of information security policies and standards to ensure VMware Information Assets are preserved in a security environment, in accordance with generally accepted best practices, focusing on VMware business and risk objectives. The VMware Information Security Team is responsible for updating policies as threats and technologies change, initiating and managing periodic reviews of the information security policies and standards, as well as evaluating exceptions to information security policy and standards. ; -- Our Information Security team oversees organizational compliance while team leads in conjunction with IT and HR teams help enforce department-level compliance.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our cloud support staff have configured the system to notify IT personnel if the central processing unit (CPU) utilization is too high, disk space limited, memory issues, key service failures, bandwidth utilization, power consumption, or other performance items. ; - IT Operations has subscriptions to pertinent vendor security and bug-tracking mailing lists. ; - After analyzing the severity and impact, network, utility and security equipment is patched or upgraded
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain an Incident Management Plan as part of our Information Security Program. ; ; Incidents are reported to and resolved by the appropriate Cloud Operations team and by senior management where needed. ; -- Alerts, responses and resolutions are tracked through completion. ; -- In the unlikely event of an incident, we will notify customers within two business days of any customer data that is affected. ; - Incident logs are reviewed by applicable support personnel for analysis and remediation to avoid further incidents of similar type. All remediation actions are reviewed and approved by our Information Security Governance Committee.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  ● Sustainable growth for VMware’s business requires decoupling our company growth from carbon emissions. To this end, we’ve accelerated our focus on decarbonization and received third-party validation from the Science Based Target Initiative (SBTi) on our science-based targets. Since 2018, we have maintained our certified CarbonNeutral® company status, in accordance with The CarbonNeutral Protocol. Since 2019, we have sourced 100 percent of our power in our global facilities from renewable sources, in accordance with RE100 Reporting Guidance. ● VMware’s net zero emissions goal builds on approved science-based targets and expands the scope of our climate commitments. For us, a net zero goal means reducing emissions for our entire carbon footprint. We are focused on prioritizing energy efficiency within our operations through our commitment to green buildings, working with our suppliers to reduce their emissions, and supporting distributed workforces through our Future of Work initiative. Through carbon financing, we support low carbon sustainable development projects that enable carbon avoidance to offset our remaining emissions. In line with the leading net zero guidance, we are developing our strategy to include carbon removal projects to address residual emissions. ● In FY22, we furthered climate transition planning at VMware, guided by Taskforce on Climate-related Financial Disclosures (TCFD) recommendations. As VMware continues to learn more about climate risks, we can build longer time horizon risks into our strategy to become even more sustainable and resilient.
• Covid-19 recovery:

  Covid-19 recovery

  ● Decisive action by VMware during the early days of the COVID-19 pandemic led to a company-wide remote workforce, which our customers were able to implement as well through VMware’s Workspace solutions. ● Through VMware’s unique Citizen Philanthropy approach to giving, we empower every VMware employee—wherever they are—to be active, engaged citizens, contributing to what matters most to them in their own communities. Throughout the pandemic, VMware people delivered food to neighbors in need, made masks and donated resources to frontline workers and relief efforts, and helped nonprofit organizations strengthen their IT operations so they can focus on supporting their communities. VMware also supported GlobalGiving’s Coronavirus Relief Fund and TechSoup’s COVID-19 Response Fund, and raised the limit on matching gifts available to all VMware people.
• Tackling economic inequality:

  Tackling economic inequality

  ● VMware IT Academy partners directly with more than 2,500 educational institutions, governments and nonprofits globally to empower learners through coursework, labs and experiences. To enrich learning and help jump-start careers, our partner academic institutions can also access the latest suite of VMware software solutions and use them in a hands-on educational environment. VMware IT Academy is key to our 2030 goal of upskilling 15 million people through our educational offerings and creates a pipeline of diverse talent that is available to advance companies’ digital journeys and deploy VMware solutions. ● VMware donates our technology to academic institutions, enabling learners with access to technical training and labs across technology solutions and companies through Academic Cloud. ● VMware IT Academy partners with the Rochester Institute of Technology (RIT) for their Cybersecurity Bootcamp, an immersive, 15-week hands-on training course to reskill or upskill unemployed individuals, including minorities and veterans. ● VMinclusion Taara offers free technical education on VMware products & technology that enable digital business transformation, addressing the gender gap in the Indian IT sector and empowering women with financial and social independence. ● VMware Responsible Sourcing supports sustainability, diversity and accessibility across our supply chain. VMware has committed to working with 75% of our suppliers (by spend) to set their own science-based targets by the end of 2024. We are also prioritizing the sourcing of goods and services through diverse businesses and have committed to spending $1.5B with diverse suppliers through 2030. Our definition of diverse supplier includes: small-business enterprises, minority-owned enterprises, woman-owned enterprises, and businesses owned by other underrepresented groups such as LGBTQ, veterans, and proprietors with disabilities.
• Equal opportunity:

  Equal opportunity

  ● VMware joined the Valuable 500, a global business collective that is igniting systemic change and unlocking the business, social and economic value of more than 1 billion people with disabilities around the world. From ensuring the technology we develop is accessible for all to empowering our employees through accessible, inclusive and innovative engagement and wellbeing programs, our company remains committed to driving meaningful impact on disability, wellness and neurodiversity inclusion. ● As a leading software company, user accessibility is top of mind at VMware. One of our ESG goals by 2030 is to ensure the technology that we develop, and source within our supply chain, is accessible for all. We created internal Accessibility Guidelines within VMware and committed to assess all new software and events suppliers for accessibility standards aligned with our own guidelines. ● Employee Resource Groups at VMware are called Power of Difference communities (“PODs”), and they play a strategic role in building a culture of belonging. We are focused on driving a culture that is inclusive of all forms of diversity, including supporting employees with disabilities. In 2021, VMware was named a Best Place to Work for Disability Inclusion by the Disability Equality Index (DEI).
• Wellbeing:

  Wellbeing

  ● At VMware, we enrich lives at work, at home and in the community, because we believe that empowering our people to bring their authentic selves to work drives business excellence and enables us to achieve our business goals. We prioritize employee wellbeing and work hard to foster a culture that is ethical and respectful, kind and compassionate, which is defined by our EPIC2 values—Execution, Passion, Integrity, Customers and Community. ● Employee wellbeing at VMware is a top priority as we believe people are the key to our success, and we are always striving to make it easier for employees to pursue wellbeing on their own terms, which will also help them perform well at work. We recognize that VMware has a responsibility to help support our employees manage the added complexities of their work and family situations since the start of the COVID-19 pandemic. Our wellbeing benefits include: four supplemental days off (our “EPIC2” days), life coaching and emotional support, work-life services for employees and their families, and a wellbeing allowance.

Pricing

• Price: £0.38 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/

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.