Phoenix Software Ltd

VMware Cloud on AWS

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). VMware Cloud on AWS allows VM-IaaS workloads to live beside and access native AWS services.

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
  • Operates in multiple Availability Zones within the UK
  • 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

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

£3.334 to £6.7045 per server per hour

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

4 2 5 1 4 2 0 6 7 3 7 6 4 1 9

Contact

Phoenix Software Ltd

Jonny Scott

01904 562200

gcloud@phoenixs.co.uk

Service scope

Service constraints
N/A
System requirements
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
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
Yes, at extra cost
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

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

Web browser interface
Yes
Using the web interface
The VMware Cloud on AWS Console enables customer to provision Software Defined Datacenters, Configure Networking, Add/Remove hosts, Connect to the Virtual Center interface, and get support. The Virtual Center Interface enables customers to manage their entire Software Defined Data Center.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Customers can log into the web interface at https://vmc.vmware.com initially using their MyVMware credentials.
Web interface accessibility testing
The Virtual Center interface has undergone accessibility testing by an independent third party. Results of all VMware accessibility tests can be found at: https://www.vmware.com/help/accessibility.html
API
Yes
What users can and can't do using the API
After the initial creation of the organization's account, the service can configured and operated via the API interface. VMware Cloud on AWS Service APIs, vSphere APIs and NSX API interfaces are all supported
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • Other
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
Customers would have access to all published and documented APIs through a command prompt.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
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
Usage notifications
Yes
Usage reporting
  • API
  • Email
  • Other

Analytics

Infrastructure or application 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

Supplier type
Reseller providing extra support
Organisation whose services are being resold
VMware, Microsoft, Citrix etc.

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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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 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
  • Hardware containing data is completely destroyed
Equipment disposal approach
In-house destruction process

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Account configuration information
  • SDDC Configuration information
Backup controls
Customers retain control and ownership of their virtual machines, and have the ability use their own backup and recovery solution. VMware Cloud on AWS enables virtual machine images to be replicated by Site Recovery Manager to another Availability Zone or to a datacenter of the customer's choosing - which ensures that workloads would always exist in more than one physical location. There are many companies that offer backup and recovery solutions that are compatible with VMware Cloud on AWS service. A list of vendors can be found here: https://marketplace.vmware.com/
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users schedule backups through a web interface
Backup recovery
Users can recover backups themselves, for example through a web interface

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

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

User authentication
  • 2-factor authentication
  • 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
Management interfaces implement role-based access controls and require members to authenticate against the corporate identity provider. Access is managed through the management gateway which restricts access based on originating IP address and SSL usage. Additional security and authentication mechanisms including the use of time-based credentials are used to secure and monitor access
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
Dedicated device on a segregated network (providers own provision)

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

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
None
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO 27017
  • ISO 27018
  • SOC 1 (SSAE18/ISAE 3402)
  • SOC 2
  • SOC 3
  • HIPAA

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 and updated as needed.

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

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)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
Each VMware Cloud on AWS Software Defined Datacenter (SDDC) is provisioned on dedicated bare-metal hardware within an AWS VPC dedicated to the customer. vSphere is installed on this dedicated hardware and customers are given access to their individual instance of Virtual Center to manage their virtual environment.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
VMware Cloud on AWS utilizes AWS datacenters and information about AWS & Sustainability can be found here: https://aws.amazon.com/about-aws/sustainability/

Pricing

Price
£3.334 to £6.7045 per server per hour
Discount for educational organisations
Yes
Free trial available
No

Service documents

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