Trustmarque Solutions Limited

TRUSTMARQUE VMware WORKSPACE ONE ACCESS AND HUB SERVICES

Workspace ONE Access delivers multifactor-authentication, conditional access and single sign-on for applications delivered-by Workspace ONE. By acting as-a broker to other identity stores and providers, Workspace ONE Access enables-organizations to quickly and more-securely implement application-and device strategies that deliver consistent, enterprise-wide access to applications and data from any-device in any-location.

Features

  • Brokering Between Identity Stores and Providers
  • Risk Based Conditional Access
  • Cloud Hosted

Benefits

  • Bridge between AD, ADFS, AAD, Okta, Ping and others
  • Deliver a seamless user experience without rearchitecting your identity environment.
  • Reduce the risk of security breaches with password-less MFA
  • Single-Sign-on to mobile, SaaS, web and virtual apps improves security
  • Reduces helpdesk calls and improves user experience.
  • Establish trust between users, devices and apps
  • Dramatically reduce implementation time and maintenance overhead

Pricing

£2.94 a device a month

Service documents

Request an accessible format
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Framework

G-Cloud 13

Service ID

6 5 7 6 0 2 4 7 3 4 5 3 8 7 3

Contact

Trustmarque Solutions Limited Darren Moyes
Telephone: 01904 934435
Email: tenders@trustmarque.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
The VMware Enterprise System Connector is
required for directory integration with Workspace
ONE
System requirements
  • https://bit.ly/2G7oxfB
  • 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/vmwareseverity-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 Additional Details can be
found by visiting https://www.vmware.com/support/services/production.html
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 of the Agreement, we will endeavor to delete your Service Data within a reasonable period of time, except to the extent we are required to retain any Service Data for compliance with applicable law. If we are unable to delete your Service Data for technical or other reasons, we will apply measures to ensure that your Service Data is blocked from any further Processing. - At the end of the contract, VMware can assist the customer in using solution controls to export data within the Workspace ONE solution. Data is secured in transmission. -- 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.
End-of-contract process
Per Section 8 Deletion of Data from the VMware Data Processing Addendum: Following expiration of the Agreement, we will endeavor to delete your Service Data within a reasonable period of time, except to the extent we are required to retain any Service Data for compliance with applicable law. If we are unable to delete your Service Data for technical or other reasons, we will apply measures to ensure that your Service Data is blocked from any further Processing. - At the end of the contract, VMware can assist the customer in using solution controls to export data within the Workspace ONE solution. Data is secured in transmission. - Customer data in the solution is overwritten every 30 days. - Please refer to the VMware Data Processing Addendum for additional details: 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
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Workspace ONE Access is accessible via web browser and native mobile app
and easy to user regardless of device. The Workspace ONE Access 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
None or don’t know
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
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. 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
API documentation
Yes
API documentation formats
  • HTML
  • PDF
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 Access via
Workspace ONE Access reporting and logging: -- View events within
Workspace ONE to capture detailed information -- The Workspace
ONE 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. -- The Workspace ONE
Access admin console provides audit event reports for resource
entitlements for groups and users.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security clearance
Staff screening not performed
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
  • 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. -- We do not store AD/LDAP passwords in our
database - Workspace ONE leverages AES 256 to encrypt data
at rest
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

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 & 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
March 25, 2021
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Please refer to https://cloudsecurityalliance.org/star/registry/vmware-inc/services/workspace-one-access-and-hub-services/ for an overview of the relevant
listing
PCI certification
Yes
Who accredited the PCI DSS certification
Crowe LLP
PCI DSS accreditation date
June 2018
What the PCI DSS doesn’t cover
Please refer to the Workspace ONE Access PCI AOC for an overview of what is
covered by this PCI-DSS certification by visiting
https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/pci-aoc-ws-one-access.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

Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Covid-19 recovery

Covid-19 recovery

Trustmarque can provide re-training for those left unemployed by Covid-19 through skills training, CV and interview workshops. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Tackling economic inequality

Tackling economic inequality

Trustmarque tackles economic inequality through operating a diverse supply chain including a large number of SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is also continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Equal opportunity

Equal opportunity

Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Wellbeing

Wellbeing

We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.

Pricing

Price
£2.94 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

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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.