VMware Horizon Subscription

Service scope

Software add-on or extension: No
Cloud deployment model: Hybrid cloud
Service constraints: To use the Horizon subscription offering, you must manage your own VMware SDDC-based infrastructure capacity, whether that capacity is in your own on-premises environment or in a hosted environment. To connect a Horizon environment (whether in your VMware SDDC-based on-premises environment or in a hosted environment) to the Horizon Cloud control plane, you must deploy the Horizon Cloud Connector, which is a virtual appliance that pairs with the Horizon Cloud control plane and creates an appropriately configured cloud-connected
“Horizon Pod” (or “Pod”).
System requirements: You must manage your own VMware SDDC-based infrastructure capacity

Customer must provide anti-virus system licensing on their own

Please visit https://via.vmw.com/EhIO for more details

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: VMware supports software components of VMware Horizon Subscription that are hosted by VMware in the cloud. It includes support for the deployment of the Pod, VDI-Desktops, RDS-desktop and remote application availability, access to the components in the Horizon Cloud Service cloud control plane, and the software components of VMware Horizon Cloud Service

● 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: For IT Admins, extensive training and support is provided to help ensure a successful deployment. This training is conducted by a dedicated deployment team with support from our solution architecture group. Customers are responsible for training their end users in how to use the View clients. Documentation is available on VMware.com, and the clients are very simple to use.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Users have a variety of ways to extract the data via third-party tools such as Data Backup, File Shares or by using USB Drive Redirection or Client Drive Redirection to copy files from the VDI Desktop to an on-premises location.
End-of-contract process: Full termination of the Horizon Subscription service due to contract expiration, termination, cancellation, or any other cause will result in permanent loss of access to the environments, discontinuation of account services, and a deletion of such environments, configurations and data according to VMware’s internal data retention policy. Prior to terminating the Horizon Subscription service we would recommend that all data be removed by the customer from the desktops and platform. VMware take no responsibility for backing up or retaining customer data

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows

Other
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Horizon Subscription supports mobile access with the use of the Horizon Client or HTML 5 from a supported browser. Features specific for mobile devices include easy navigation and access to program and user's files called unity touch, external keyboards, native gestures, onscreen keyboard and external monitor support.

The VMware Horizon HTML Access client does not support certain features when used in mobile browsers. See features listed in the note on this topic page in the VMware Horizon HTML Access User Guide 4.10: docs.vmware.com/en/VMware-Horizon-HTML-Access/4.10/html-access-user/GUID-20F0C9F6-7DE9-4D3D-8095-391C9F795F54.html . For more information, see the VMware Horizon HTML Access documentation topic at docs.vmware.com/en/VMware-Horizon-HTML-Access/4.10/html-access-installation/GUID-649151B0-070F-463B-B7FD-12B500973BF0.html.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: The Service Offering includes access to two self-service consoles:
VMware Account Management Console (“VMware Customer Connect”) provides access to subscription status, integrating navigation, viewing and management of all VMware product licenses and support under a single account. It also allows you to download the Horizon Cloud software components such as Agents, etc.
VMware Horizon Cloud Manager (“Console”) is the primary interface for consumption and management of the Service Offering, including domain binding, gold pattern management, desktop provisioning, application provisioning, user customization provisioning, end user entitlement, and other management operations.
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. However, Horizon Cloud Service has not undergone an accesibility assesment 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: Horizon Subscription customers can use administrative credentials to programmatically (via REST API) instruct any action that is available via the Horizon Administration Console. That includes but is not limited to provisioning and changing pools, entitling users to pools, and extracting reporting information. Documentation is available upon request. There is no test environment for the API.
API documentation: Yes
API documentation formats: PDF

Other
API sandbox or test environment: No
Customisation available: No

Scaling

Independence of resources: Scalability of the solution is contingent on how you choose to deploy the solution, whether in your on-premises environment or in a hosted environment

Analytics

Service usage metrics: Yes
Metrics types: Use the console's Reports page to access various reports related to end users' desktop and application sessions that are provided by your Horizon Cloud tenant.
Specific reporting varies depending on which monitoring method customer administrators choose to implement
Please visit https://docs.vmware.com/en/VMware-Horizon-Cloud-Service/services/hzncloudmsazure.admin15/GUID-0723415B-F6D1-439B-B4F8-3FEB05CB1904.html#how-to-export-data-for-a-sessions-vdi-applications-usage-or-user-usage-report-1 for additional details
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

European Economic Area (EEA)

Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Users can export their data using USB Drive Redirection or Client Drive Redirection which is part of Horizon Cloud Users have a variety of ways to extract the data via 3rd party tools such as Data Backup, File Shares or by using USB Drive Redirection or Client Drive Redirection to copy files from the VDI Desktop to an on-prem location.
Data export formats: CSV

Other
Other data export formats: Export or print data from the Service Center user interface:

Export to CSV, Excel or PDF formats

Import templates from Horizon View with Helpdesk Console

Tool includes three folders (export, repos, software) and five files:

Hvexport.bat

Hvexport.jar

Hvexport.sh

ImgUploadSvc.conf

Readme.txt
Data import formats: Other
Other data import formats: Import desktop templates from Horizon View

Tool includes three folders (export, repos, software) and five files

Hvexport.bat

Hvexport.jar

Hvexport.sh

ImgUploadSvc.conf

Readme.txt

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

Other
Other protection between networks: External access includes the use of VMware Unified Access Gateway to provide secure edge services. The Horizon Client authenticates to a Connection Server through the Unified Access Gateway. The Horizon Client then forms a protocol session connection, through the gateway service on the Unified Access Gateway, to a Horizon Agent running in a virtual desktop or RDSH server.
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: 99.9% SLA - Additional information is available here:
https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmware-horizon-cloud-on-azure-service-level-agt.pdf
Approach to resilience: The Horizon Cloud Control Plane which is the VMware maanged component of a Horizon Subscription deployment is designed for high availability through dedicated hardware and services per tenant. More information is available on request. - The Horizon Cloud service has a 99.9% uptime https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmw-euc-consolidated-service-level-agreement.pdf
Outage reporting: https://status.horizon.vmware.com - Customers can optionally subscribe to updates

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

Other
Other user authentication: Horizon Subscription is integrated and tied to a customer's Active Directory environment. End Users authenticate with their credentials along with optional 2FA. Administrators can also use 2FA for authentication to the Administration Console. - Authenticate access via identity provider when Horizon Cloud is integrated with Workspace ONE
Access restrictions in management interfaces and support channels: Access management controls for VMware personnel aligns to PCI standards. Access controls for customer administrators is outlined by visitng https://docs.vmware.com/en/VMware-Horizon-Cloud-Service/services/hzncloudmsazure.admin15/GUID-1DD4F3A7-E3CB-4786-A2D4-C356C0EDA9CE.html
Access restriction testing frequency: At least once a year
Management access 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

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: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Schellman
ISO/IEC 27001 accreditation date: May 4, 2018
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 1.8, dated June 9, 2021, and aligned to the control sets
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: VMware provides CAIQ listings for a number of services. Listings specific to VMware can be found by visiting https://cloudsecurityalliance.org/star/registry/vmware-inc/

Horizon Cloud Control Plane, which is the VMware-managed component in a Horizon Subscription offering is available by visiting https://cloudsecurityalliance.org/star/registry/vmware-inc/services/horizon-cloud-control-plane/
PCI certification: Yes
Who accredited the PCI DSS certification: 360 Advanced
PCI DSS accreditation date: June 2018
What the PCI DSS doesn’t cover: For a comprehensive understanding of the PCI DSS certification, please refer to the PCI AOC by visiting https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/Horizon%20Cloud%20Control%20Plane%20PCI%20AOC.pdf
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: SOC2 type 2

ISO 270017

ISO 270018

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 and ISO 27001 guidelines. - 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: Our Change Management process for updating the solution is executed according to our standard internal change management policy. The process involves completion and submission of change control forms, review and analysis of the change by the appropriate operations teams and scheduling of the update or change according to its severity level. All changes undergo our standard testing and validation process. If for any reason a change is unsuccessful or does not pass the required testing phases, our teams execute a fallback plan as documented in the change control form.
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.System and application owners are required to address critical/high vulnerabilities with a plan of corrective action within 5 days of discovery.Other vulnerabilities need to be addressed with a plan of corrective action within a reasonable timeline.Risk analysis/acceptance are performed on vulnerabilities to confirm the vulnerability and determine the appropriate means of addressing it. Senior management and IT and Information Security senior management are required to approve the existence of risks associated with vulnerabilities that are not patched.
Protective monitoring type: Supplier-defined controls
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: -In the unlikely event of an incident, we follow a formal Incident Management Plan that is maintained as part of our Information Security Program. Incidents and breaches are reported to the appropriate Cloud Operations team for categorization and resolution, and issues are escalated to senior management according to a pre-defined protocol (e.g., if the incident is categorized as "Urgent"). Alerts, responses and resolutions are tracked through to completion, and a post mortem report is prepared for review by internal stakeholders and 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

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: £5.91 a user a month
Discount for educational organisations: Yes
Free trial available: No

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

VMware Horizon Subscription

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