Trustmarque Solutions Limited

TRUSTMARQUE VMWARE CLOUD

VMware Cloud on AWS is an Infrastructure as a Service (IaaS) offering, leveraging VMware Cloud Foundation (vSphere, NSX and vSAN) to deliver software-defined data centres (SDDCs) as a cloud service on Amazon Web Services (AWS).

Features

  • VMware SDDC delivered as a cloud service on AWS
  • On-demand capacity & flexible hourly consumption available globally
  • Run on dedicated, elastic, bare-metal AWS infrastructure
  • Run on dedicated, elastic, bare-metal AWS infrastructure
  • Single user interface and API for on-prem and cloud
  • vMotion between on-premises and the cloud
  • Automated cluster scaling and host remediation
  • Direct Connect and L2VPN connectivity and offline data transfer options
  • Access AWS services (EBS, RDS, Lambda, etc..) without network charges
  • Access AWS services (EBS, RDS, Lambda, etc..) without network charges

Benefits

  • Jointly engineered to deliver the best of VMware and AWS
  • Unparalleled security of combined VMware and AWS technologies and operations
  • Industry leading portability enables migration to and from the Cloud
  • Full operational consistency with on-premise VMware technologies
  • Scalable infrastructure available when and where you need it
  • Common virtual infrastructure makes hybrid deployments truly possible
  • Disaster Recover economics are transformed by the cloud
  • Support existing and next-generation applications and containers in one platform

Pricing

£3.30 to £6.60 per server per hour

  • Education pricing available

Service documents

G-Cloud 11

179010705224232

Trustmarque Solutions Limited

David Neighbour

07939 509 325

tenders@trustmarque.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints No
System requirements VMWare licences

User support

User support
Email or online ticketing support Email or online ticketing
Support response times VMware Cloud Service Support Policies are published: https://www.vmware.com/support/policies/saas-support.html Critical (SaaS Severity 1) 30
minutes or less: 24x7 Major (SaaS Severity 2) 4 business hours Minor (SaaS Severity 3) 8 business hours Cosmetic (SaaS Severity 4) 12 business hours
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 Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing VMware Cloud on AWS leverages in-product chat from Intercom.com. Details about chat accessibility can be found here. https://www.intercom.com/help/faqs-and-troubleshooting/the-intercom-messenger/is-the-intercom-messenger-accessible Additional details on development and testing for accessibility of the chat interface can be found here: https://www.intercom.com/blog/messenger-accessibility/
Onsite support Onsite support
Support levels VMware Cloud on AWS provides 24/7 production level support as part of the service at no additional cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started VMware provides a range of resources to help to start using the VMware Cloud on AWS service. These include comprehensive documentation (in multiple formats), introductory videos, hands-on labs, online and in-person training, access to a large ecosystem of partners and support from the customer success team and public sector account team.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Migration of data to and from VMware Cloud on AWS is fully managed by the customer. Documentation exists along with additional tools and services to facilitate the migration of data. VMware Cloud on AWS natively runs VMware vSphere which stores customer data in an industry accepted virtual machine format and VMware vSphere natively supports the Open Virtualization Format (OVF), making it simple to download, clone, migrate, copy, port or transfer workloads between environments.
End-of-contract process If you are using the Service Offering on an on-demand basis, you can cancel at any time by deleting your SDDC, using the VMware Cloud on AWS Console. You will be charged for all usage up to the point of termination. Unless you purchase a new subscription, upon expiration of the Subscription Term all services will continue to operate on an on-demand basis and you will be billed at the then current on-demand rate for those services until you cancel your on-demand use.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices No
API Yes
What users can and can't do using the API After the initial creation of the organisation's account, the service can be configured and operated via the API interface. VMware Cloud on AWS Service APIs, vSphere APIs and NSX API interfaces are all supported.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • Other
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources Customer environments are logically and physically segregated to prevent users and customers from accessing resources not assigned to them. Each customer SDDC runs on dedicated hardware which eliminates the potential for other customers to affect their workloads. VMware and AWS both continuously monitor service usage to project infrastructure needs to support availability commitments/requirements.

Analytics

Analytics
Service usage metrics Yes
Metrics types CPU
Disk
HTTP request and response status
Memory
Network
Number of active instances
Other
Other metrics
vSphere provide comprehensive infrastructure logs
Performance logs
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Consultancy, implementation, and support

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Not applicable.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability VMware will use commercially reasonable efforts to ensure that each component of the Service Offering ("service component") is “Available” during a given billing month (as defined in the Service Description) equal to the “Availability Commitment” specified in the table below: Service Component Availability Commitment SDDC Infrastructure 99.9% SDDC Management 99.9% VMware Site Recovery - Management 99.9% More information about the SLA can be found at: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmw-cloud-aws-service-level-agreement.pdf
Approach to resilience VMware has implemented backup or redundancy mechanisms to ensure compliance with regulatory, statutory and contractual obligations. VMware has a defined Information Security Program that includes Business Continuity (BC) and Disaster Recovery (DR) strategies for data and hardware redundancy, network configuration redundancy and backups and regular testing exercises. VMware Cloud on AWS uses Amazon Web Services (AWS) geographically resilient data hosting options. Data centers are built in clusters in various global regions. VMware provides customers the flexibility to place instances and store data within multiple geographic regions as well as across multiple Availability Zones within each regions to support their resiliency needs.
Outage reporting The real-time status of the VMware Cloud on AWS services along with past incidents is publicly available on https://status.vmware-services.io/.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Not applicable.
Access restriction testing frequency Never
Management access authentication Other
Description of management access authentication Based on client requirements.

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Schellman & Company, LLC
ISO/IEC 27001 accreditation date 31/3/2018
What the ISO/IEC 27001 doesn’t cover NA
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 04/04/2019
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover NA
PCI certification Yes
Who accredited the PCI DSS certification Tba
PCI DSS accreditation date Tba
What the PCI DSS doesn’t cover Tba
Other security certifications Yes
Any other security certifications
  • ISO 27001
  • ISO 27017
  • ISO 27018
  • ISO 27018
  • SOC 1 (SSAE18/ISAE 3402)
  • SOC 2
  • SOC 3
  • HIPAA
  • FISC

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes VMware security policies are documented and available to employees on an internal web site. Policies and procedures are reviewed annually, updated as needed and retained for a minimum of six years from the date of creation. VMware utilizes a standard operating procedure repository to store an extensive set of documented procedures. Detailed procedures are defined for the following categories of functions: information security, physical security, network availability, HR, communications, risk/issues and service level customer service. On an annual basis, VMware Cloud on AWS is audited by third-party auditors for ISO 27001, SOC 1, SOC 2, SOC 3 and HIPAA. Policy adherence is included as a part of these third-party audits.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach The VMware Cloud on AWS team has a comprehensive development lifecycle and and change management system in place. Continuous reviews and testing occur on the software development pipelines for individual products and components. VMware generates builds from approved components and runs these through BITs (Basic Integration Tests), PVTs (Product Validation Tests), FSLite (Feature Stress Lite Tests) and continuous Loop tests for Deployment, Upgrade and Cluster expansion/ reduction. Additionally, we run performance tests, feature stress tests, security scans, vulnerability tests and System Tests at scale for every cycle.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach VMware has a comprehensive vulnerability management program in place which includes continuous internal and regular third-party vulnerability scanning and penetration testing. The VMware Security Response Center (VSRC) leads the analysis and remediation of service security issues. VSRC receives reports directly and monitors the ecosystem for relevant security issues and works with VMware Research and Development to develop and resolve issues. VMware Cloud on AWS has the capability to rapidly patch vulnerabilities. Remediation efforts and timelines are prioritized and applied using industry best practices. For further details on the process and our commitment to customers, see the VMware Security Response Policy.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach VMware has a Security Operations Center staffed 24x7 and alerted on security anomalies in the VMware Cloud on AWS environment. VMware Cloud on AWS has several intrusion detection/prevention mechanisms in place and the service continuously collects and monitors the environment logs which are correlated with both public and private threat feeds to spot suspicious and unusual activities. The customer is responsible for the security of the environment over which they have administrative level control.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach The process complies with industry standards for legally admissible chain-of-custody and forensic-data-collection management processes and controls. Response standards, procedures, methods are implemented based on the severity level. If VMware determines that unauthorized access to/use/disclosure of customer content, VMware will use commercially reasonable efforts to notify customers, taking into account any applicable law, regulations, governmental request. VMware will also notify customers of a suspected breach of the infrastructure if that breach occurred on a segment of the platform consumed by a customer, or in the event of Denial of Service attacks. VMware does not monitor guest workloads for such breaches.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £3.30 to £6.60 per server per hour
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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