Frequently Asked Questions

Got questions? We've got answers.

Administrative - Website AntiVirus

  • Do you offer refunds?

    Yes, we do in the following conditions:

    1. If it's within 30 days of purchase and a ticket has not been submitted.

    2. If we fail to remove an infection. We do request information on what was missed.

  • How do you define a website?

    The definition of a website varies by organization, but here at Sucuri we define them (in most instances) as a unique Fully Qualified Domain Name (FQDN).

    There are however several situations in which more clarity is required; when using Content Management Systems (CMS) like WordPress, Joomla!, Drupal and so many others. In these instances, we extend the definition of a website to include unique CMS installations.

    The following configuration, for example, requires a unique license:

    awesomedomain.com directs traffic to somesite.com/subdirectory

    In situations like the one described above, the FQDN requires its own coverage. This is especially true when dealing with FQDNs that have been blacklisted.

    The following configuration does not require a license:

    somesite.com/blog or somesite.com/forum

    In this configuration, we will treat the blog / forum or other extension of the main website as part of the main website, as long as a FQDN is not associated with the directory. If a FQDN is associated with the directory, again, it will require it's own license. This means if your domain configuration is blog.somesite.com or forum.somesite.com then you would require a unique license for all three - the main domain and the subdomains.

  • What do I have to do to cancel?

    For your security, all cancellation requests must be initiated via the ticketing system. You open a general support request. Once that request has been assigned, the administrative team will ask you to fill out a survey.

  • How do you handle WordPress Multisite installs?

    We understand and appreciate the complexities of Multisite instances. For the Website AntiVirus, you must sign up for a plan that covers all of your domains. Yes, we understand they share the same core, but they don't always share the same theme. Depending on your configuration, you could have multiple unique domains pointing to one install. Those distinct domains could be affected or blacklisted, and without directed knowledge of the domains we'd be none the wiser. To address this, a license is required for every domain to ensure we go through each one individually. Due to the nature of Multisite configurations, you cannot effectively sign up to cover just one domain without touching all of the others.

  • Will you clean all the websites at the root of my user account?

    You should upgrade your account to cover all websites in your account.

    Technically we have no choice but to scan. Our automated systems might remove a few backdoors, others that require manual reviews will not be removed until the appropriate plan is put in place. If other domains on the account are blacklisted, we also will not assist in getting them off blacklists.

  • Can I change coverage between sites?

    You can only change coverage between websites if they have not been submitted for a remediation. Once a ticket is submitted for a domain, that domain is attached to your account until the year is finished.

  • Can I upgrade ?

    Yes, we offer various upgrade options once you're signed up. If you do not find the upgrade you're looking for, please submit a General Request and our administrative team will give you a hand.

  • Do you offer volume pricing?

    Yes, we definitely do. Please contact sales@sucuri.net

  • Do you offer any partnerships with hosts or development shops?

    We have various partner opportunities. You can find more info at sucuri.net/partners

  • Is this a subscription service?

    Yes, all plans are subscriptions. If you wish to stop the subscription you will need to submit a general request form via your dashboard. Requests to stop subscriptions will not be accepted over the phone, chat, or email.

  • Can I cover my subdomains and test sites?

    A license is required for every subdomain (this.site.com) and unique website structure. We do clean subdirectories (site.com/this) found at the root of the site unless they redirect to a subdomain. We do not clean other databases outside of the main one for the domain and do not take care of blacklist issues associated with subdomains that are not directly associated with the main domain being cleaned.

  • Are there any additional taxes or fees?

    Yes, we collect sales tax on SaaS products in both US and International countries. In the US we collect in 18 states that have tax on SaaS goods: Arizona, Connecticut, Hawaii, Indiana, Massachusetts, Minnesota, New Mexico, New York, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, West Virginia, District of Columbia. Internationally, we collect in 35 countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxenbourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Norway, South Africa, Iceland, Albania, Switzerland, New Zealand, and Russia.

The Cleanup Process

  • Can you explain your unlimited cleanup policy?

    Our unlimited cleanup policy is simple. We'll provide you an incident response team over the 12-month subscription that allows you to engage our team in the event of security incidents.

    There are stipulations however. One very common situation is a reinfection, an event in which your website gets infected repeatedly.

    In the instance of reinfections, our team will notify you and make recommendations to improve your security posture. If you, as the website owner, do not take proactive measures to address these attack vectors, we as an organization will "throttle your cleanups". Meaning, that while we will help you get clean, our response times will slow. Additionally, if it continues, in excess of 5 times, we reserve the right to refuse service until appropriate actions are taken on your end.

    This does not constitute a case for a refund or cancellation.

  • Do you offer one-time cleanups?

    No, we do not offer one-time cleanups at this time.

  • Will you clean my website if my website is already infected?

    Yes, the Website AntiVirus product will clean your website if you are currently infected.

  • What do you need to clean my website?

    In order to begin the cleanup process, we need access to your server and its associated files.

    We get this access in the form of FTP, sFTP, or SSH access to your server. FTP stands for File Transfer Protocol, SFTP for Secure File Transfer Protocol, and SSH for Secure Shell. These are connection protocol mechanisms that allow us to log into servers to edit/add/remove files.

    These connection protocols allow us to log into your websites, specifically the server, and perform the remediation process. If you for some reason are unfamiliar with these protocols, don't worry, our team of analysts are prepared to assist you in the process. To do so, you'll need to be willing to share access information to your hosting account.

  • How do I start the cleanup process?

    The first thing you want to do after signing up is add your website to the monitoring dashboard.

    Then you will submit a Malware Removal Request after logging in to your Sucuri account. A more complete digest of the process can be found in our knowledge base.

    Once the ticket is received it will be assigned and all further communication will occur via the ticketing system.

  • Are clean ups automatic?

    The cleanup process is a combination of automation and manual. We've developed unique technology that allows us to greatly expedite the process, but at the same time we believe that effective remediation is only accomplished with human interaction.

  • Do you backup the site before cleaning?

    We backup every file we touch. We do not backup the entire site but do offer a backup service you can leverage if you're interested in a backup solution.

  • Will the cleanup break my website?

    We do our best to avoid websites from breaking, but we'd be lying if we said it doesn't happen. Sometimes it's because of the cleanup, but often it's because of how the malware has been embedded within the core of the website.

    In these instances it's best to engage directly with our support staff via the ticketing system. We employ highly-skilled professionals ready to help when things go wrong. This includes when websites break because of the remediation.

Website Protection

  • Does the AntiVirus product protect my website?

    Yes, the AntiVirus plans include protection via the Website Firewall product.

  • What is the Website Firewall

    The Website Firewall is an Intrusion Detection and Prevention System (ID/PS) designed specifically for websites. It sits as a intermediary filter between your website visitor and the web server housing the website. It scans all incoming requests and filters all malicious activity to ensure that attackers do not try to abuse your website or its resources.

  • How does the protection work?

    The protection is provided via a custom Website Firewall solution that functions as a perimeter defense for your website. It directs all incoming traffic to your website through our network, allowing us to filter out all malicious traffic.

  • Do I have to install anything to activate the protection?

    No, the process is seamless and our team is ready to assist. To enable you'll be asked to make a slight DNS A record change; more advanced users can also opt to do a name server change and allow us to manage the website's DNS as well.

  • Can I expect any down time?

    The migration is seamless and you should not experience any down time.

  • Will this protection stop hackers from exploiting vulnerabilities?

    Absolutely.

Customer Support

  • Can I talk directly to the Support team?

    All of our technical support is handled via our ticketing system. For other customer support or sales-related inquiries, customers can use the ticketing system, chat, email, or phone support.

  • Do you work every day?

    Yes, we provide support year round, 7 days a week, 24 hours a day.

  • Do you offer a Service Level Agreement?

    Yes, the AntiVirus plans offer different SLA's depending on your plan. They range from 24 hour response to 4 hour response periods.

  • How long does the cleanup process take?

    The response time is determined by your plans Service Level Agreement.

  • Does your SLA include resolution time?

    In most instances it does, but it's not a guarantee. Resolutions can be subjective, depending on the state of the cleanup, meaning it can take more or less time. We do our best to keep it within the time frame, but the SLA talks specifically to our inquiry response time. There are too many variables to guarantee the resolution will be included in the SLA time frames.

Administrative - Website Firewall

  • Do you offer refunds?

    Yes we do, if it's within 30 days of purchase.

  • How do you define a website?

    The definition of a website varies by organization, but here at Sucuri we define them (in most instances) as a unique Fully Qualified Domain Name (FQDN).

    There are however several situations in which more clarity is required; when using Content Management Systems (CMS) like WordPress, Joomla!, Drupal and so many others. In these instances, we extend the definition of a website to include unique CMS installations.

    The following configuration, for example, requires a unique license:

    awesomedomain.com directs traffic to somesite.com/subdirectory

    In situations like the one described above, the FQDN requires its own coverage. This is especially true when dealing with FQDNs that have been blacklisted.

    The following configuration does not require a license:

    somesite.com/blog or somesite.com/forum

    In this configuration, we will treat the blog / forum or other extension of the main website as part of the main website, as long as a FQDN is not associated with the directory. If a FQDN is associated with the directory, again, it will require its own license. This means if your domain configuration is blog.somesite.com or forum.somesite.com then you would require a unique license for all three - the main domain and the subdomains.

  • What do I have to do to cancel?

    For your security, all cancellation requests must be initiated via the ticketing system. You open a general support request. Once that request has been assigned, the administrative team will ask you to fill out a survey and we'll initiate the refund.

  • How do you handle WordPress Multisite installs?

    We understand and appreciate the complexities of Multisite instances. For the Website AntiVirus, you must sign up for a plan that covers all Fully Qualify Domain Names (FQDN). Yes, we understand they share the same core, but they don't always share the same theme. Depending on your configuration, you could have multiple unique domains pointing to one install. Those distinct domains could be affected or blacklisted, and without directed knowledge of the domains we'd be none the wiser. To address this, a license is required for every domain to ensure we go through each one individually. Due to the nature of Multisite configurations, you cannot effectively sign up to cover just one domain without touching all of the others.

    Examples of this configuration that does require a license include:

    1. blog.somesite.com

    2. awesomesite.com

    Examples of this configuration that does not require a license includes:

    1. somesite.com/blog

  • Does this plan include malware cleanup?

    The Website Firewall is a standalone product. If you believe you are infected, you require the Website AntiVirus product. The Website AntiVirus product includes the Website Firewall.

  • Can I upgrade ?

    Yes, we offer various upgrade options once you've subscribed. If you do not find the upgrade you're looking for, please submit a General Request and our administrative team will give you a hand.

  • Do you offer volume pricing?

    Yes, we definitely do. Please contact sales@sucuri.net

  • Do you offer any partnerships with hosts or development shops?

    It depends on the circumstances. It's best to speak with us directly at sales@sucuri.net.

  • Is this a subscription service?

    Yes, all plans are subscriptions. If you wish to stop the subscription you will need to submit a general request form via your dashboard. Requests to stop subscriptions will not be accepted over the phone, chat, or email.

  • Can I cover my subdomains and test sites?

    A license is required for every subdomain (this.site.com) and unique website structure.

  • Are there any additional taxes or fees?

    Yes, we collect sales tax on SaaS products in both US and International countries. In the US we collect in 18 states that have tax on SaaS goods: Arizona, Connecticut, Hawaii, Indiana, Massachusetts, Minnesota, New Mexico, New York, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, West Virginia, District of Columbia. Internationally, we collect in 35 countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxenbourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Norway, South Africa, Iceland, Albania, Switzerland, New Zealand, and Russia.

  • If I have the Website Firewall, can I upgrade to AntiVirus Plan? What is the difference between the products?

    Yes, you can upgrade by submitting a general ticket request, or going to your account settings.

    The AntiVirus plan includes the three key pieces of security - Protection | Detection | Response. The Firewall is included with the AntiVirus product, it’s supplemented with a monitoring engine that is continuously scanning for security issues and a globally-distributed incident response team in the event of a security incident.

  • Are you going to host my website if I sign up to your Website Firewall?

    No, we do not host your website. We will function as an intermediary for all your incoming traffic; this means that all your traffic will funnel through our secure network, but will be sent directly to your host / web server.

  • Will the Website Firewall work with my CDN or my Hosting company?

    Yes, we play very nicely with a number of the largest CDN providers - including CloudFlare, MaxCDN, Amazon CloudFront, and others.

    Our team can help navigate the configuration of any CDN via the ticketing system in your account.

  • Will the Website Firewall affect my SEO?

    No, the Firewall does not affect your SEO, except in a positive way through improved performance when taking advantage of our caching options. Google and other search engine crawlers still associate your content with your domain regardless of the DNS change. Local businesses should be sure to select the closest server to their geographical area when setting up the Firewall.

  • Will the Firewall work with my plugin / theme / service?

    The Website Firewall is a Software as a Service (SaaS) solution. This means it doesn’t require a local configuration at the application layer (this is where the plugins / themes live). With that in mind, if there is an issue it’d be in how the communication occurs between the user's browser and the web server. In those cases, our team is available for troubleshooting to get you back up and running.

  • Do you guarantee my site won’t get compromised?

    We guarantee we’ll do everything within our power to keep the website safe. In security, there is no 100% solution. While we’re highly effective, there are various variables we cannot account for (i.e., the website owner, the web server environment).

    Example: if an attacker discovers your admin passwords, or if your website is infected from the back end (server cross-contamination or compromise). You should also ensure that you have set a rule to prevent Firewall bypass in your .htaccess in case someone knows your website’s IP address.

  • Which plan do I need for my HTTPS (i.e., using SSL) website?

    You require the Professional plan or higher.

How Does the Website Firewall Work

  • How does the protection work?

    The protection feature is a custom Website Firewall solution that functions as a perimeter defense for your website. In technical terms, it's recognized as an Intrusion Detection System and an Intrusion Prevention System (IPS) designed specifically for websites. It filters all incoming traffic to your website through our network, allowing us to detect and stop all malicious traffic.

  • Will there be any downtime associated with the activation process?

    The migration is seamless and you should not experience any down time.

  • Will this protection stop hackers from exploiting vulnerabilities?

    Yes.

  • What is a DDoS attack?

    A distributed denial-of-service (DDoS) attack happens when multiple IP addresses (sources) are trying to DoS (denial-of-service) a chosen target. This means that the targeted site or server gets so many requests that it cannot respond to legitimate traffic, or responds so slowly that it is rendered as unavailable. If these attacks are successful, there will be a server overload and the site will go down.

    There are many types of DDoS attacks that can affect and bring down a website, and they vary in complexity and size. The most well-known attacks are the syn-flood, Layer 3/4 UDP and DNS amplification attacks, and Layer 7 HTTP Flood Attacks.

  • Where are your servers located?

    High availability infrastructure is one of our Firewall’s features. To best assist our customers, our servers are distributed around the world. For more information please see our knowledge base article.

  • Does the Firewall offer load balancing?

    The Business plan offers load balancing. This distributes traffic across a number of servers to increase capacity and reliability.

  • What security options are available?

    The Firewall offers a number of configuration options including Protected Page, blocking XMLRPC, IP WhiteListing, Virtual Patching and Hardening, and many more settings you can review in our knowledge base.

  • Why do I need your AntiVirus if I have the Firewall?

    It’s a concept known as Layered Defenses. We cannot promise 100% Detection or 100% Protection, but with both we can assure you of a much lowered threat risk to your website. Essentially, one fails to stop, the other will catch.

  • Does the Website Firewall protect my email?

    No, the Firewall is for your website only.

  • What if someone tries to bypass your Firewall?

    We recommend only allowing HTTP access from our firewall. To do this, you have to add restrictions to your .htaccess file so that only your Firewall IP will be able to access your web server. More about how to do this in our knowledge base.

Customer Support

  • Can I talk directly to the Support team?

    All of our technical support is handled via our ticketing system. For other customer support or sales-related inquiries, customers can use the ticketing system, chat, email, or phone support.

  • Do you work every day?

    Yes, we provide support year round, 7 days a week, 24 hours a day.

  • Do you offer a Service Level Agreement?

    Yes, the Firewall plans offer different SLA's depending on your plan. They range from 8 support hours per day to full 24-hour support.

  • Will you configure the Website Firewall for me?

    Yes, if you require assistance we'll be happy to help you get configured. We only need access to your DNS manager, but be sure to submit the request via the ticketing system.

Administrative - Website Backups

  • Can I use your Website Backup service if I am not a Sucuri customer?

    No, our Website Backup service is only available to existing Sucuri customers.

  • Do you offer refunds?

    Yes we do, if it's within 30 days of purchase.

  • Why should I use your backup service?

    Your backups will be safe with us. We store your backups in the cloud and use best practices for keeping them secure. Some backup services offered through hosts and CMS extensions could be compromised in an attack, while our backup service is managed externally and fortified with the same security principles we apply to all of our infrastructure.

  • How do you define a website?

    The definition of a website varies by organization, but here at Sucuri we define them (in most instances) as a unique Fully Qualified Domain Name (FQDN).

    There are however several situations in which more clarity is required; when using Content Management Systems (CMS) like WordPress, Joomla!, Drupal and so many others. In these instances, we extend the definition of a website to include unique CMS installations.

    The following configuration, for example, requires a unique license:

    awesomedomain.com directs traffic to somesite.com/subdirectory

    In situations like the one described above, the FQDN requires its own coverage. This is especially true when dealing with FQDNs that have been blacklisted.

    The following configuration does not require a license:

    somesite.com/blog or somesite.com/forum

    In this configuration, we will treat the blog / forum or other extension of the main website as part of the main website, as long as a FQDN is not associated with the directory. If a FQDN is associated with the directory, again, it will require its own license. This means if your domain configuration is blog.somesite.com or forum.somesite.com then you would require a unique license for all three - the main domain and the subdomains.

  • What do I have to do to cancel?

    For your security, all cancellation requests must be initiated via the ticketing system. You open a general support request. Once that request has been assigned, the administrative team will ask you to fill out a survey and we'll initiate the refund.

  • How do you handle WordPress Multisite installs?

    We understand and appreciate the complexities of Multisite instances. For the Website Backup, your multisite installation will be covered under one license. There is one backup for the files and one for the database.

  • Does this plan include malware cleanup?

    The Website Backup is a standalone product that you can add to the Website Firewall or Website AntiVirus. If you believe you are infected you require the Website AntiVirus product. The Website AntiVirus product includes the Website Firewall, and our team would be happy to help you upgrade. Just submit a support ticket from your Sucuri dashboard.

  • Do you offer volume pricing?

    Yes, we definitely do. Please contact sales@sucuri.net

  • Do you offer any partnerships with hosts or development shops?

    It depends on the circumstances. It's best to speak with us directly at sales@sucuri.net.

  • Is this a subscription service?

    Yes, all plans are subscriptions. If you wish to stop the subscription you will need to submit a general request form via your dashboard. Requests to stop subscriptions will not be accepted over the phone, chat, or email.

  • Can I cover my subdomains and test sites?

    A license is required for every subdomain (this.site.com) and unique website structure.

  • Are there any additional taxes or fees?

    Yes, we collect sales tax on SaaS products in both US and International countries. In the US we collect in 18 states that have tax on SaaS goods: Arizona, Connecticut, Hawaii, Indiana, Massachusetts, Minnesota, New Mexico, New York, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, West Virginia, District of Columbia. Internationally, we collect in 35 countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxenbourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Norway, South Africa, Iceland, Albania, Switzerland, New Zealand, and Russia.

How Does the Website Backup Work?

  • How do you backup my website?

    We use your current FTP/SFTP credentials (server, username, and password) to connect to your website. Our backups are done using a daily snapshot that fully matches your live site. The database and website files are backed up separately. We do not trim backups; all of your website backups are available starting from day one.

  • What do you back up?

    We back up your website files and database in separate files, as long as there is an accessible config file for your database. There are some file types that we exclude from the website files that we back up.

  • Which file types do you exclude?

    We don’t back up files with the following extensions: .sql, .zip, .attach, .thumb, .avi and .mp3. We also exclude any Sucuri tools and specific server files and directories such as: .ftpquota, error_log, error_logs, mw-search.php, gt-cache, cache, .cache, w3tc, imagecache, awstats, logs, .git and cgi-bin.

  • Is there a size limit on backup files?

    We have a size limit of ~38MB per file. Usually in a website there are no files bigger than that.

  • Do you encrypt my backups on your servers?

    No, we do not at this moment, but it’s on the roadmap.

  • Do you have a one-click restore option?

    No, we do not at this moment, but it’s on the roadmap.

  • How do I restore a backup?

    You can see all your site’s backups in your dashboard and download your database and .ZIP of the website files to your local computer. If you need help restoring your website, our team is happy to help.

  • How frequent are the backups?

    You can set the frequency in your dashboard, either monthly, weekly, daily, or every two days.

  • Will you notify me when backups are created or fail?

    Yes, we offer email notification settings that will alert on various status changes, such as successful or failed backups.

  • What if I don’t want to back up all the directories on my website?

    You can add a directory to skip in the backup settings from your Sucuri dashboard.

  • How long do you store my backups?

    We store all backups forever in your account.

  • Do you backup multiple databases under the one website?

    Yes, you can submit a ticket support request to the product team and they will assist you with the configuration. Sites with several databases may require additional configuration.

Customer Support

  • Can I talk directly to the Support team?

    All of our technical support is handled via our ticketing system. For other customer support or sales-related inquiries, customers can use the ticketing system, chat, email, or phone support.

  • Do you work every day?

    Yes, we provide support year round, 7 days a week, 24 hours a day.

  • Will you configure the Website Backup for me?

    If you require assistance we'll be happy to help you get configured.

Administrative - Billing

  • Do you offer refunds?

    Yes we do. See the specific product category for details.

  • What do I have to do to cancel?

    For your security, all cancellation requests must be initiated via the ticketing system. You open a general support request. Once that request has been assigned, the administrative team will ask you to fill out a survey and we'll initiate the refund.

  • Can I upgrade or change plans?

    Yes, we offer various upgrade options once you've subscribed. If you do not find the upgrade you're looking for, please submit a General Request and our administrative team will give you a hand.

  • Do you offer volume pricing?

    Yes, we definitely do. Please contact sales@sucuri.net

  • Is this a subscription service?

    Yes, all plans are subscriptions. If you wish to stop the subscription you will need to submit a general request form via your dashboard. Requests to stop subscriptions will not be accepted over the phone, chat, or email.

  • Can I cover my subdomains and test sites?

    A license is required for every subdomain (this.site.com) and unique website structure.

  • Are there any additional taxes or fees?

    Yes, we collect sales tax on SaaS products in both US and International countries. In the US we collect in 18 states that have tax on SaaS goods: Arizona, Connecticut, Hawaii, Indiana, Massachusetts, Minnesota, New Mexico, New York, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, West Virginia, District of Columbia. Internationally, we collect in 35 countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxenbourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Norway, South Africa, Iceland, Albania, Switzerland, New Zealand, and Russia.

Sucuri Infrastructure and Partnership

  • Do you offer any partnerships with hosts or development shops?

    It depends on the circumstances. It's best to speak with us directly at sales@sucuri.net.

  • Where are your servers located?

    High availability infrastructure is one of our Firewall’s features. To best assist our customers, our servers are distributed around the world. For more information please see our knowledge base article.

Customer Support

  • Can I talk directly to the Support team?

    All of our technical support is handled via our ticketing system. For other customer support or sales-related inquiries, customers can use the ticketing system, chat, email, or phone support.

  • Do you work every day?

    Yes, we provide support year round, 7 days a week, 24 hours a day.

  • Do you offer a Service Level Agreement?

    Yes, the AntiVirus and Firewall plans offer different SLA's depending on your plan. They range from 8 support hours per day to full 24-hour support.

How the Referral Program Works

  • What is the referral program?

    As a loyal Sucuri customer, you receive a unique referral link that allows you to promote our services to your friends, family, and audience. If your recommendation results in a purchase of one of our AntiVirus or Website Firewall service plans, you receive a commission for that sale.

  • What are the benefits of the referral program?

    - Receive 25% commission on the net sale of a Sucuri Website AntiVirus or Sucuri Website Firewall subscription made through your unique link.
    - Receive commission 60 days after the last day of the month in which the referral activity occurred, via PayPal.
    - 30-day referral period (cookie expiration).
    - Sucuri handles account billing and support.
    - Access to images and promotional material.

  • What are the rules of the referral program?

    - We trust our users, but if you do anything wrong, illegal, or anything that can harm our company or anyone, in any way, your account will be disabled.
    - Your referral link must be used by your client. Not using your referral link makes it impossible to correlate a signup with your account, which in turn makes it impossible to provide you the credit you deserve.
    - The referral program is available exclusively to existing Sucuri clients.
    - Commissions do not apply to renewals, upgrades, or service add-ons.
    - Commission payouts will be distributed 60 days out to allow for account verification and remove fraudulent activity (example: January signup commissions will be paid out in April).
    - Commission payouts will be sent to the email address on your Sucuri account via PayPal so please make sure you have a PayPal account set up for that email address in order to accept payments.
    - Absolutely no spam or illegal activity is allowed to promote our services.
    - No cheating the system.
    - You must own your website or blog (no parked domains).
    - Referral content should be related to website cleanup, protection, detection, and performance.
    - Your website must be free of malware and spam.
    - No email marketing or paid advertising is allowed to promote our services.

  • How do I join your referral program?

    It's as simple as visiting the Referral page on our website - https://sucuri.net/referral/ - and following the instructions there.

  • Does it cost me anything to join the referral program?

    It's absolutely free to join our referral program once you are already a paid Sucuri customer. There's no charge to apply and there's no minimum sales requirement.

  • Are websites outside of the U.S. eligible for your referral program?

    Yes, we welcome applications to our referral program from every country.

  • Can I promote Sucuri on more than one website?

    Yes, absolutely. You can promote our pages across one or all of your websites. The more links and content you place on your websites, the more qualified visitors you're likely to send us and this should translate into a higher conversion.

  • Where should I place referral links on my blog or website?

    You should place your referral links where it is easy for your visitors to find. For example, your website's home page, navigation bar, and any other high-traffic areas make a great place for a banner or text link.

    By placing the links on easily accessed locations visitors will be more likely to click on your links and make a purchase. We also provide you with articles, reviews, blog posts, and many other marketing tools to help you showcase the value of becoming a Sucuri client.

Administrative - Referral Program

  • Do I have to be a client to join the program?

    Yes, our referral program is only available to customers who currently have an active paid subscription to a Sucuri service.

  • Can I manage accounts for those I refer?

    If you wish to manage Sucuri accounts for your clients it’s best to engage with us directly at sales@sucuri.net. regarding a partnership quote.

  • Can I use my own referral link to sign people up?

    People you refer should sign up with the link directly so they have access to their own Sucuri account. If you wish to manage Sucuri accounts for other people, it’s best to engage with us directly at sales@sucuri.net regarding a partnership quote.

  • Do I make commission on renewals/upgrades?

    No, the referral commission is only available on the initial purchase for each account that signs up using your unique referral link.

  • What is the commission structure?

    We offer 25% commission on the net we collect on the initial purchase from anyone who used your unique referral link to sign up for a Sucuri service. The net we collect is the list price minus 3% for transaction processing fees.

  • How do you know where to send the funds?

    The funds will be placed in the PayPal account associated with your Sucuri account email address. If you need to use a different email address, just contact our support team and we can assist you.

  • Does it have to be Paypal?

    Yes, we currently do not support other methods of payment.

  • Paypal is not available within my country. What can I do?

    At this time we are only able to deposit funds into PayPal accounts. If you are unable to obtain a PayPal account then we sincerely regret the inconvenience.

  • How long does it take to receive my commission?

    We require 60 days from the end of the month in order to allow time for account verification, to remove fraudulent activity, etc. For example: if you have a signup on 1/15/15, you will see the commission payout for that activity by 4/30/15.

  • I referred someone recently but did not use the link. Can I get credit for that?

    We do not offer commission on referrals unless they were made using the unique referral link you get when signing up for the program.

  • What happens if the person I refer to you asks for a refund?

    We do not offer a commission if the sale was returned. This helps prevent fraudulent abuse of the referral system.

  • Can I use the referral and reseller programs together?

    Yes, as long as you are eligible for both programs. You can use the referral program for personal recommendations and also offer our services to your clients as a reseller.

  • Can I receive commission every time the person I refer signs up for a subscription, or just the initial?

    If the same person uses your links to sign up for multiple accounts, you will receive a commission for the first payment they make on the new account. We do not offer commission for upgrades or renewals.

Partnerships

  • Can we have a white label partnership?

    No, we do not offer the ability for you to modify the branding in our dashboard. If you wish to offer our services as a line item in your existing maintenance or service plans, please engage with our sales team directly at sales@sucuri.net.

  • What other businesses use your services?

    We partner with a number of website developers, hosts, and service providers who provide our services to their clients. Sucuri protects business websites across all industries, on any platform, with support for a variety of configuration requirements.

  • Are there partnership discounts?

    We are able to offer volume pricing and flexible arrangements for eligible partners. Get in touch with our sales team at sales@sucuri.net.

  • Is it possible to create multiple users under the same account?

    There is only one email address per account, and a single account can hold subscriptions for an unlimited number of websites. Get in touch with our sales team to find out the best configuration for your business and your clients.

Administrative - Plugins and Extensions

  • Do I need to install Sucuri plugins and extensions if I am a Sucuri customer?

    The Sucuri WordPress plugin and Joomla extension both integrate with the Sucuri Firewall by adding the API key found in your Sucuri dashboard. This allows you to see your Sucuri Firewall within the WordPress and Joomla! dashboards. It is not required, but is a convenient option for many Sucuri customers.

    We recommend that all website owners using WordPress install our free security plugin to audit and monitor their websites.

  • What free plugins and extensions does Sucuri offer for public use?

    Sucuri has a number of free software solutions for your website and browser.

    If you administer a WordPress website, you can install the popular Security Scanner plugin for WordPress. For website administrators who subscribe to our services, we offer a CloudProxy Firewall plugin for WordPress and a Joomla! security extension that integrates with our paid Website Application Firewall (WAF).

    If you want to offer a widget that allows visitors to scan websites, you can add our Sucuri Sitecheck widget to any page.

    We also have free software for everyone, not just website owners! Depending on your browser, you can install our Firefox security add-on or our Chrome security extension. This will allow you to scan websites with SiteCheck for malware and security issues.

  • Do I have to do anything to activate Sucuri extensions?

    Most of our plugins, extensions, and widgets just require you to install them.

    Our plugin and extension that integrate with our paid CloudProxy service only require you to activate by using an API key from your Sucuri dashboard.

  • Do I need to be a Sucuri customer to use any of the Sucuri extensions?

    Only the WordPress CloudProxy Firewall plugin and Joomla! extension require you to be a Sucuri customer. Both our AntiVirus and Firewall plans include access to the API key in order to activate the integration with the Website Firewall service, which powers the functionality of these plugins.

  • How often are new features added?

    We regularly maintain and update our extensions for compatibility and feature enhancements. You can subscribe to receive notifications of updates on many of the plugin or extension pages.

Sucuri Extension Details

  • How do the Sucuri WordPress plugins work?

    Sucuri offers two WordPress plugins in the official repository. Our free malware and security scanner plugin audits, alerts, and detects suspicious website activity; the other plugin is for paying clients to view the Sucuri Website Firewall within the WordPress dashboard.

  • Will the WordPress plugin remove malware from my website?

    The Sucuri Scanner plugin for WordPress will audit and detect malware using our remote scanner, SiteCheck. It does not remove malware, but does offer a path to the payload when available, along with additional recommendations to help you get your website cleaned.

  • Do the WordPress plugins work with Multisite installations?

    Multisite installations will need to use one installation of the plugin, which means all the sites will share the audit logs, hardening, and login information. The settings will affect only the site where they were applied.

  • Does the WordPress plugin conflict with other security plugins?

    As a general rule, it is best to avoid redundant functionality among your WordPress plugins. While we do not know of any conflicts with other popular security plugins, overlapping functionality, such as alerts and detections, can cause you to receive the same information twice.

  • How does the Sucuri Joomla extension work?

    The Sucuri extension for Joomla offers integration with the Sucuri Website Firewall so customers can view information from the Firewall within the Joomla dashboard. The plugin does not offer any functionality if you do not already have a subscription to the Sucuri Website Firewall.

  • How does the Sucuri Chrome extension work?

    From the Chrome browser, visit the extension page and simply click the Add to Chrome button. You can then click a button in your browser to scan the current website you are visiting.

  • How does the Sucuri Firefox add-on work?

    From the Firefox browser, visit the add-on page and simply click the Add to Firefox button. You can then click a button in your browser to scan the current website you are visiting.

  • How does the Sucuri SiteCheck widget work?

    Visit the badge generation tool and simply specify the settings for your widget. You can then copy the code to embed the widget on your website.

Support

  • Why am I getting so many failed login attempts?

    Our WordPress security plugin offers to alert you when there are malicious attempts made to log into your website admin panel. You can disable the brute force alerts if they are bothersome, and the plugin will still keep a log for you to manually review.

  • Where can I get support for plugin issues and questions?

    If you are a Sucuri client, you can fill a support ticket through our internal interface. Our response time will be the fastest when using this method.

    Please visit the support forum on the plugin page for any WordPress plugin issues. For any other extension or plugin, please use our website contact form and provide detailed information about your query or steps to reproduce the issue.

  • How can I submit a feature request?

    We are happy to accept all feature requests for our products and services. Simply fill in a detailed description on our contact form, and we'll make sure the correct department reviews the request. We cannot guarantee that all requests will be satisfied, but we love hearing feedback from our users.

  • How can I report a bug?

    If you are a Sucuri client, you can fill a support ticket through our internal interface. Our response time will be the fastest when using this method.

    Please visit the support forum on the plugin page for any WordPress plugin issues. For any other extension or plugin, please use our website contact form. Be sure to include steps for reproduction and information about the website or software that you are using. We truly appreciate your help.