Dimension Data Network Services Limited

Dimension Data Security DDoS Protection Service - Arbor Cloud

Dimension Data Security DDoS is a service designed to protect websites and critical assets from Layer 3 - Layer 7 DDoS attacks


  • Defend DDoS attacks with proven security effectiveness
  • Deploy and On-board flexibly across hybrid environments
  • 24 x 7 x 365 SoC operations
  • Always-On and On-demand options
  • Unparalleled Visibility and Reporting Before, During, After a DDoS Attack
  • Complete Attack Protection, Flexible Subscriptions & global protection capabilities
  • Supports DNS Forwarding and/or BGP routing


  • Keep your business online during a DDoS attack
  • Cloud solutions that fit around all environments
  • 24X7X365 SOC Monitoring with automated response capabilities
  • In-depth reporting providing insight to attack vectors and risks
  • Cloud scrubbing of traffic to pass through legitimate traffic


£41.66 per megabyte per year

Service documents

G-Cloud 9


Dimension Data Network Services Limited

Julie Fraser

+44 12 5277 9632


Service scope

Service scope
Service constraints To use DNS cloud on-demand options the customers must have the ability to update A -records (This does not apply to always-on options) , To use BGP routing options the customer must have their own /24 subnet , the customer must subscribe to a 1 year minimum term.
System requirements Cloud based service so there are no system requirements.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times There are four priority levels with various response time depending on the classification of the severity. Our aim is to answer questions within 24 hours. However these are usually answered between 1 - 2hrs, It should be noted there are no defined SLAs on answering questions.
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 The DDoS Service has a 99.999% Uptime. Periods caused by Special Unavailability are not included in the SLA. The Time to Notify (TTN) is 15min and the Time to Mitigate (TTM) is 15 Mins. However, on average both the TTN & TTM are taking just a few minutes.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started We have a very specific on-boarding process for DDoS on boarding , which starts with gathering the customers requirements , such as IP's DNS Address, BGP routing information (if Applicable ).
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction We do not store the customers data , we only store configurations on our systems which will be deleted as appropriate .
End-of-contract process Users have the option to extend the contract for an additional term or are free to cease with continuation of the service.

Using the service

Using the service
Web browser interface Yes
Using the web interface Users are able to log in, have an overview of their current network, analytics, adjust and amend rules, policies and permissions. The web interface is the main management and reporting tool, becoming a comprehensive information, contextual actionable data and the ability to remediate from a single interface.
Web interface accessibility standard None or don’t know
How the web interface is accessible The interface is available once the service has been procured and can be accessed by all leading web applications (Google Chrome, Windows Explorer & Mozilla Firefox [latest versions]).
Web interface accessibility testing None.
What users can and can't do using the API The API allows users to provide the service additional information whether they are facing a DDoS through network flow information. Users can integrate physical and virtual devices to the service, however are unable to adjust any specific setting of devices/machines that are connected via API.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
Command line interface No


Scaling available Yes
Scaling type Manual
Independence of resources The service is hosted by Arbor in the cloud meaning there is availability for expansion should the vendor require it. However demand should not impact multiple customers across the service.
Usage notifications Yes
Usage reporting
  • API
  • Email
  • Other


Infrastructure or application metrics Yes
Metrics types
  • Network
  • Other
Other metrics
  • Attacks by Region
  • Attacks by Source
  • Attacks by Type
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach We use encryption, FIM and DLP technologies and controls to protect our data at rest.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up Configurations
Backup controls Users do not control the back ups. Back up configurations are scheduled regularly for all customers.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
Scheduling backups Users schedule backups through a web interface
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks We do not store customer data , any inbound data is simply being passed through our network and all we do is detect anomalies or threats with in that data that we feel has the suspicious characteristics of a DDoS attack .
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Any data that is stored on our network is fully encrypted, this is not customer data though as we do not store customer data.

Availability and resilience

Availability and resilience
Guaranteed availability We have 99.999% SLA around availability.
Approach to resilience The service has multiple POP's or points of presence that act as a mesh meaning that if a single or even more than one POP where to go down , services would automatically re-route or be served by their nearest POP.
Outage reporting An email would be sent to any subscribers for general maintenance or critical failures . The communication would also include what if any of the services were affected.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access is restricted by the use of privileged access management.
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
  • Other
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

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 11/08/2016
What the ISO/IEC 27001 doesn’t cover We are fully accredited under the ISO 27001.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards Other
Other security governance standards PCI-DSS
Information security policies and processes ISO 27001 - We are regularly audited for this and have a team of in-house compliance officers ensuring company policy, compliance and security policy is followed. Inline with policies, controls are placed across the company meaning that these are achieved.

Operational security

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 Should any changes or configurations be made all users will be notified prior to this with impact to users service continuity being minimal to non-existent however users are able to contact us should they require additional assistance in putting in place additional precautionary measures.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Risk assessments and vulnerability tests are performed to ascertain the security of the service on a regular basis. Patches to our service are pushed out regularly where and when required. Information regarding current threats are taken from multiple data streams as well as Arbors own global threat intelligence streams.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Depending on the severity of an incident we have SLA's for response varying between within 60 minutes up to 48 hours. As the service is about the mitigation of an DDoS attack the usual SLA to respond is within seconds routing traffic to keep the service it is protecting up and continuing.
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 These policies are part of the corporate Risk Management Methodology with incidents being reported through our full Incident / Problem management system within the company.

Secure development

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

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 Through virtualized segmentation no customer environment can impact another. This keeps each customer secure and data within each service secure.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £41.66 per megabyte per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Only the DDoS DNS protection service is available as a free trial.
Link to free trial This must be requested via Dimension Data


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