Q Associates Limited

Q VMware ELA

Q Associates VMware ELA service combines SDDC technologies from VMware for building and managing cloud infrastructures.

Accelerating your digital transformation through a software-defined approach to business and IT. Allowing you to run, manage, connect and secure applications across clouds and devices in a common operating environment, enabling freedom and control.


  • Dedicated Cloud based in UK data centres compatible with vSphere
  • Choose where your apps live and have full management control
  • Connectivity; includes Direct Connect, vCloud Connector, and Offline Data Transfer
  • Manage with “single pane of glass” portal with vSphere plug-in
  • Networks can be set to your existing data center settings


  • Enjoy scalable public cloud infrastructure-as-a-service built on vSphere
  • Get physically isolated cloud compute, storage, and networking
  • Run your applications onsite, offsite or in any combination
  • High availability and load balancing included at no cost
  • Software licensing control and predictable costs
  • Flexible & Cost effective method to comsume VMware technologies
  • Customers determine deployment period within the ELA period
  • Customers determine use of software (servers, desktop, etc.)
  • Fixed renewal fee, for all licences, at the end period


£22882 per unit per month

  • Education pricing available

Service documents


G-Cloud 11

Service ID

4 4 3 7 8 5 9 1 6 1 5 9 2 2 5


Q Associates Limited

Adam Freeman

01635 248181


Service scope

Service constraints
VCloud Air is vSphere based. If it will run in vSphere it will run in vCloud air. But, Customers have different requirements. VMware suggests reading the publicly available service description to verify that the service meets the customer's requirements
System requirements
Standard and updated Web Browser.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Typical service responses are outlined below.

P1 – System Down • Problem or product defect causes complete loss of service • Live Call Transfer or if unable to do this within 10 mins
P2 – Serious/Degraded • Severe loss of service
• No acceptable workaround, but operations continue • Within 1hr
P3 – Minor/Needs attention • Minor loss of service
• Impact is an inconvenience • Within 4 hours of Business Day
P4 – Non critical • No loss of service
• Minor error that does not impede operations • Next Business Day
User can manage status and priority of support tickets
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
Q Associates are able to provide additional pro-active services to support your Vmware environment that minimises issues and problems as a result of ensuring patch updates are regularly applied, performance challenges are identified sooner and general day to day maintenance related activities are well understood. this service, at an extra cost is part of our active managed support services over and above the break fix support provided by the vendrors.
Support available to third parties

Onboarding and offboarding

Getting started
Vmware provide an extensive documentation library, web portal and video library to assist clients in the use, administration and operation of their solutions. This can be supplemented by formal training classes with or without certification on completion. Q Associates are also able to provide bespoke onsite knowledge discovery and transfer in topics that are more focussed on the clients particular areas of interest or gaps in understanding of the cloud deployment/solution.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
They can utilize Vmware tools to move their workloads/VMs out of vCloud Air.
End-of-contract process
Customers will be notified well in advanced of contract end, if customer wishes to renew they can be contacted by a Sales Rep or if they wish to terminate, they can utilize the same tools used to move Data on to vCA to move off.

Using the service

Web browser interface
Using the web interface
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
What users can and can't do using the API
VCloud API with vCloud Air Extensions for developers who create RESTful clients for vCloud Air
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation
API documentation formats
  • HTML
  • PDF
Command line interface
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 available
Scaling type
Independence of resources
In a Multi-tenant environment there is shared server infrastructure and a possibility of resource contention.
Usage notifications
Usage reporting


Infrastructure or application metrics
Metrics types
  • CPU
  • Disk
  • Memory
Reporting types
API access


Supplier type
Reseller providing extra support
Organisation whose services are being resold

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
Other data at rest protection approach
Other encryption, assured by Service provider assertion
Data sanitisation process
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
What’s backed up
VCloud Air can provide VM level backups.
Backup controls
VCloud Air can provide VM level backups.
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
  • Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Other protection within supplier network
It is the customers responsibility to make sure their desired security level is met. VPN, direct connect circuits are available, as well as potentially some add on NSX security features.

Availability and resilience

Guaranteed availability
99.95%, assured by Service provider assertion
Approach to resilience
VMware uses well-established data center providers to host their workloads. Each data center is certified as a Tier 3 facility or higher. The providers are reviewed by independent third party auditors to meet physical security requirements for ISO/IEC 27001 certification, SOC 1 Type 2/SSAE 16/ISAE 3402 and SOC 2 Type 2. Full AT101 reports outlining these specifications are available under NDA on request.
Outage reporting
Customers will be notified via Email of any service outages.

Identity and authentication

User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
VMware manages role-based access to resources for the vCloud Air service.
Administrators add new users in vCloud Air and assign one or more roles. A user in vCloud Air can either have administrator privileges or end-user privileges, but not both.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Devices users manage the service through
Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • SOC 1 (SSAE16/ISAE 3402)
  • HIPAA SOC 2 & 3
  • Cloud Security Alliance

Security governance

Named board-level person responsible for service security
Security governance certified
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, 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, vCloud Air 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

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
Changes to systems and infrastructure follow a standardized change management methodology. Changes are categorized according to internal and external priorities.
Key stakeholders perform an impact assessment that catalogs the level of effort needed to complete requested changes and functionality.

Documented standard build procedures are also in place to guide information technology management personnel with the installation and maintenance of production equipment.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Cloud Air's management layer system security patches are evaluated upon release. The vCloud Air patch timeframes are in-line with industry standards. Patches are reviewed and tested prior to production deployment. Patches for remediation of critical vulnerabilities are applied within 30 days, with additional mitigation as necessary.
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 and Network Operations Center that are staffed 24x7 and alerted on security anomalies in the
vCloud Air environment. This responsibility to detect intrusions ends at any point where customers have control, permission, or access to modify any aspect of the service offering. The customer is responsible for the security of the networks over which they have administrative level control. VMware recommends standard best practices for customers securing their environments including, but not limited to the following:
• Maintaining effective firewall rules
• Exposing communication ports that are only necessary to conduct business
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 incident response process complies with industry standards for legally admissible chain-of-custody and forensic-data-collection processes and controls. Response standards, procedures, methods implemented based on the severity level of an incident.
If VMware determines that unauthorized access to, or use or disclosure of customer content, VMware will use commercially reasonable efforts to notify customers, taking into account any applicable law, regulations, or governmental request.
VMware will notify customers of suspected breach of vCloud Air infrastructure if breach occurred on a segment of the platform consumed by customer, or in event of Denial of Service attacks. VMware doesn't monitor guest workloads breaches.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Who implements virtualisation
Virtualisation technologies used
How shared infrastructure is kept separate

Energy efficiency

Energy-efficient datacentres
Description of energy efficient datacentres
The multiple cloud providers we currently use for datacentre facilities all adhere to the EU code of conduct for energy-efficient datacentres.


£22882 per unit per month
Discount for educational organisations
Free trial available

Service documents

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