Telefonica UK Limited

Enterprise Mobility - Workspace ONE® from O2

Workspace ONE®(previously AirWatch®) by VMware® is the global leader in enterprise-grade mobility solutions across every device, every operating system and every mobile deployment. The scalable enterprise mobility management platform integrates with existing enterprise systems and allows management of all devices, regardless of type, platform or ownership, from one central console.

Features

  • MDM platform to configure, manage and support every endpoint
  • Analysts recognize AirWatch as the market leader– year after year
  • Provision apps and policies quickly and easily without IT involvement
  • Multiple platform including: Android, iOS, MacOS, Windows10, Tizen, QNX
  • BYOD: Separate and Protect Corporate Data on Employee-Owned Devices
  • Remotely configure devices with email, apps, Wi-Fi, VPN, content etc.
  • Integrates with existing backend systems to maximise your ROI
  • Automatic upgrades and same-day support for the latest operating systems
  • Multi-layered approach to security encrypts sensitive company data

Benefits

  • Easily secure and configure engaging apps for the enterprise
  • Allow BYOD personal devices without sacrificing security
  • AirWatch productivity apps are engaging and intuitive-get more done, faster
  • Protect company information through device security and DLP policies
  • AirWatch is constantly innovating new possibilities in enterprise mobility
  • Keep employees connected and able to work anytime, anywhere
  • AirWatch will seamlessly scale as your deployment grows in numbers
  • Access to the most comprehensive mobility ecosystem in the industry
  • Secure access from user all the way to network

Pricing

£3.40 a device a month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

1 8 8 0 9 7 9 2 5 2 2 3 1 1 4

Contact

Telefonica UK Limited Neil Cruden
Telephone: 07872015506
Email: g-cloud_framework@o2.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
If the customer has already deployed other mobile solutions, for example MODA (Data Control software) or SandBlast Mobile, then AirWatch could run in conjunction with these. However, AirWatch could be the first mobility to solution to be installed, and would work perfectly as a stand alone system
Cloud deployment model
Hybrid cloud
Service constraints
Licences can only be bought for minimum periods of 12 months.

The AirWatch Cloud Connector and/or IDM Connector are required for Active Directory integration.
System requirements
  • AirWatch requires an agent on the mobile device.
  • Customer system integration may require some on-premise components e.g.Exchange.
  • Refer to VMware Workspace ONE reference Architecture for full list

User support

Email or online ticketing support
Email or online ticketing
Support response times
This depends on the assessed priority of the issue and the level of AirWatch support purchased with the licenses. Basic support is free, but Enterprise or Production support is paid for and faster.
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
Basic Support (free): 8am-8pm, Mon-Fri
Production (extra cost): 8am-8pm, Mon-Fri (faster response)
Enterprise (extra cost): 8am-8pm, Mon-Sun (for severity 2)
All Severity 1 issues have 24x7x365 response:
http://www.air-watch.com/services/customer-support/
Support available to third parties
Yes

Onboarding and offboarding

Getting started
O2 have an established reputation for delivering projects of this nature on time and within budget. O2 can provide references from satisfied customers on request. On-boarding users to AirWatch is a very simple process for the administrative team and the user. Typically the administrator will initiate the process by adding the user to the AirWatch web-based admin console along with their user details and phone number. The user will download the AirWatch app to their phone, in which they will be prompted to enter their email address, enterprise password and registration PIN. If their credentials are correct, they will be taken through two or three quick steps to complete enrolment. Device registration is now complete.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
It is possible to export logs, inventory reports (including device and location information), audit information and user lists from the solution.
End-of-contract process
At the end of the contract customers have the option to renew or terminate. The customer will be able to export data before the solution is decommissioned.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The desktop service is only available for Mac OS and Windows 10. There are a number of differences between desktop and mobile but basic features are supported in both.
Service interface
No
API
Yes
What users can and can't do using the API
API usage is available, allowing a range of actions depending on permissions granted to the specified API user. These may include, but are not limited to, device actions, user actions, service status, etc.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
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 customisable 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
Users can scale their service up by procuring more licenses. The Minimum order quantity for licenses is 25 and the minimum term of each licenses is 12 months.

Analytics

Service usage metrics
Yes
Metrics types
Administrators can gather metrics from VMware AirWatch and VMware Identity Manager reporting and logging:
View events within Workspace ONE to capture detailed information
The VMware AirWatch solution records all console activity and provides data in a detailed log of users
Customers can use the built-in event log, customisx`able dashboards, integrated reporting engine.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
VMware®

Staff security

Staff security clearance
Conforms to BS7858:2012
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)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
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
VMware Content Locker, VMware Boxer and VMware AirWatch App Wrapping solutions all use AES 256-bit encryption.
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
Users export data using the reporting and exporting functionality built into the solution console. This includes inventory data, report data, log data and audit information.
Data export formats
  • CSV
  • ODF
  • Other
Data import formats
  • CSV
  • ODF
  • Other

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)

Availability and resilience

Guaranteed availability
VMware AirWatch publish a document warranting 99.9% availability for its hosted services.
The SLAs are defined within the AirWatch Hosted Services Policy (http://www.air-watch.com/downloads/pricing/hosting-services-policy.pdf)
Approach to resilience
The AirWatch solution meets strict requirements for high availability and redundancy through load balancing across multiple, geographically disparate data centers. AirWatch eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components.
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.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Nominated administrators are granted access via unique credentials and/or roles permitting the audited administration of the solution. All access privileges are technically enforced using role-based access control, separation of duties and the principle of least privileges.
Access restriction testing frequency
At least every 6 months
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
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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
NIST SP 800-53 rev. 4 standard (AirWatch)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
NIST SP 800-53 rev. 4 standard (AirWatch)
Information security policies and processes
NIST SP 800-53 rev. 4 standard (AirWatch)

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
1. A change is submitted by a nominated customer account manager.
2. The change is reviewed by T1 for impact and feasibility.
3. The change is escalated for approval,
4. Once approved, a change is scheduled with the customer,
5. In a suitable window, the change is enacted,
6. The change is monitored for impact,
7. The change request is 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.
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
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.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£3.40 a device a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
AirWatch offer a 30 day period of evaluation. More information is available on request.

Service documents