Softcat Limited

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) VMC on AWS.

Features

  • VMware SDDC delivered as a cloud service on AWS

Benefits

  • Jointly engineered to deliver the best of VMware and AWS

Pricing

£5.60 an instance

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 9 2 6 7 6 8 5 1 2 1 1 1 9 1

Contact

Softcat Limited Charles Harrison
Telephone: 01612725766
Email: psitq@softcat.com

Service scope

Service constraints
N/A
System requirements
N/A

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
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 customers to provision Software Defined Data Centers, Configure Networking, Add/Remove Hosts, Connect tothe Virtual Center interface and get support. The Virtual Center Interface enables customers to manage their entire Software Defined Data Center
Web interface accessibility standard
WCAG 2.1 A
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 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 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 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 Independence them. Each customer SDDC runs on dedicated hardware which of resources 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
  • Performance logs
  • VSphere provide comprehensive infrastructure logs
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
VMware

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)
  • 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 to 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 Guaranteed specified in the table below: Service Component Availability Commitment SDDC

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 Approach to resilienc Outage reporting
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)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • 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
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
N/A
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
N/A
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO 27001
  • ISO 27017
  • ISO 27018
  • SOC 1 (SSAE18/ISAE 3402)
  • SOC 2
  • SOC 3
  • HIPAA
  • FISC

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

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
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.
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.
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
security level

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
£5.60 an instance
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.