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DDoSX Product Terms.

Product Terms

The following Product Terms apply if the relevant Services are included within your Quotation. In the event of a conflict between the Product Terms and the applicable Terms and Conditions, these Product Terms shall prevail, but only to the extent of such conflict. Any capitalised terms used in this document shall have the meanings set out in the applicable Terms and Conditions (save where expressly provided otherwise below) and any additional definitions outlined below shall also apply.

DDoSX® (DDoS protection)


A “DDoS Attack” shall have the definition generally recognised in the hosting industry including a Denial of Service (DoS) event (including Distributed Denial of Service (DDoS)) or Distributed Reflection Amplification Denial of Service (DRDoS) attacks).


The DDoSX® is designed to protect the Services provided to the Customer from the following types of attacks:

  • Layer 3/4 DDoS Attacks
  • Layer 7 DDoS Attacks
  • UDP Amplification DDoS Attacks

* Support for HTTPS inspection is only available where SSL Offloading is enabled which is dependent on the Customer’s requirements.

SLA / Mitigation

The following types of DDoS Attacks will be automatically filtered and as such mitigation will occur within 5 minutes of identification of the attack vector and profile:

  • Layer 3/4 Attacks
  • UDP Amplification Attacks
  • Known Layer 7 attacks or custom rules / filters

The following types of DDoS Attacks will require manual intervention and will be mitigated against within 30 minutes of identification of the attack vector and profile:

  • All other Layer 7 Attacks

Such manual intervention will require the Company and the Customer to coordinate and exchange information that will enable custom filtering to be applied to the System.

Mitigation times are based on each single attack vector. If attack vectors change during the course of a DDoS Attack then each will be treated as new and separate DDoS Attack.


The Company will provide to the Customer on request analytical information for DDoSX® and DDoS Attacks which will include but is not limited to:

  • Volume of requests.
  • Bandwidth consumed.


The Company shall notify the Customer within 30 minutes of identifying that an incoming DDoS Attack is causing degradation in performance to the Services, notifications will be via the normal notification methods set out in the standard SLA including via the Company’s ticket system.

If the attack requires manual intervention then the Company will provide updates in line with the standard SLA.