Coverage and Pricing

How do you define a website?

This is common question which is often misunderstood because of the use of “domains” and server configurations by hosting providers.

A website is a collection of files and documents used to display content via the internet to those who access its Uniform Resource Locator (URL). Yes, your hosts will sometimes set up your account under one domain, URL, and create a number of subdirectories on that server for your other URL’s. This is not used in our assessment of what constitutes a website.

If you have one server and 10 distinct subdirectories for 10 distinct websites then, under our pricing structure, that counts as 10 websites.

Each URL for each unique website can be structured very differently. Here are some examples:

http://somesite.com
http://subdirectory.somesite.com
http://somesite.com/subdirectory

Does it Matter if I am Already Infected?

No, there are no precondition requirements when signing up. Whether you need someone to remove existing malware or looking to take a preventive stance, we’re here to help.

Do you offer one-time cleanup services?

Because of the nature of malware we do not offer one-time cleanup services.

Will you clean up my site(s) if I purchase a Sucuri plan?

Absolutely! Cleanup is included in every Sucuri plan. There are no extra fees, no hidden costs; it is part of the service! Our plans cover you for 12 months. If you get infected at any time during that period, all you have to do is submit a malware removal request.

To top that off, there are no page count restrictions. Whether you have 1 or 1000 pages, we’ll clean it.

Platform independence is our name. You can be running WordPress, Joomla, or even a static website; we can clean up the mess.

What happens if I get reinfected?

This does happen, but there are quite a few variables to consider. The name of the game is reducing risk and unfortunately there is no way to reduce risk to 0%.

During our remediation process we check things like file permissions and software versions. We will do our part to harden the areas we can, and give pointers on other areas that you can take action on to reduce risk.

In any case, if you’re an active customer, we’ll clean it again.

How long does it take to clean up a website?

On average, our cleanup process takes less than 4 hours. This varies case by case of course; again we use that variable word :) Every website, environment, and malware string is different, there is a lot to take into consideration.

Depending on ticket queue volume, response time will vary. We get to tickets very quickly, and will keep you informed along the way.

Does Sucuri offer a guarantee?

We do. If we can’t clean the site, we’ll refund the cost of the cleanup for that site. For example, if you’re a Premium user, we’ll refund $89.99. If you’re a Business user, we’ll refund you $28.99, which is the per site cost.

It’s not often that we run into an issue that cannot be remedied. In the event that we do, we want to ensure you are covered!

Can I upgrade my plan?

You can upgrade at anytime from your Sucuri dashboard. The cost of upgrade is simple, you pay the difference between your current plan and the plan you’re upgrading to.

There are two simple ways to upgrade.

1. Visit the Settings area in your Sucuri Dashboard
2. Submit a general ticket and one of our support agents will invoice you for the upgrade

What are your support hours?

We monitor your websites 24/7, and we alert according to your service level (every 3-6 hours). This is year round and is a completely automated process. Once you add your site, it may take a short period of time to appear in the system, but once it appears, it will be checked at the scheduled interval.

Clean up and remediation is done between 8AM and 8PM Eastern time, Monday through Friday.

Can I use a credit card to pay?

All of our payments are currently processed through PayPal. If you want to use a credit card, please email sales@sucuri.net or contact us via Live Chat so we can get the necessary information needed to invoice you.

We do not process payments on Sucuri.net, and we do not store any transaction information on our servers.