Quality of Service, Fast Response and Clear Communication
We understand the anxiety of having your website compromised. That is why each and every person working for Sucuri is trained in remediation. When new infections springs up, we have all hands on deck. We constantly push ourselves to lower incident response times, which are rarely over 4 hours. Our support spans 24/7/365 - with a globally distributed network of dedicated security researchers and remediation experts.
Committed to Accessible Pricing
We truly want your website to be clean, safe, and protected. That's why the Premium plan for single websites is so affordable. You aren't skimping out on security, you're choosing a brand that cares deeply about what it offers. It's the same reason why we offer free plugins, a free website malware scan, and it's why we publish new research and blog posts more often than we buy advertising. You will see us participating in communities across the web, providing free advice without a sales pitch.
Some services are priced too high for the average website owner. We won't let that slow you down in getting access to help. Even if you are unable to pay, our chat support team is happy to scan your site at no cost and point you in the right direction - so you can clean it yourself, safely and thoroughly.
Malware Cleanup Guarantee
We guarantee our work. If your site gets reinfected, we will clean it up again until it is 100% clean. You have to do your part too, by changing passwords as well as other post-cleanup recommendations. When our team manually verifies that your website is clean, we remove it from any blacklists and provide you with all of the steps you need to stay secure.
What To Expect During the Malware Removal
We have developed an effective system that allows us to thoroughly analyze your site for malware. Using sophisticated technology and the experienced eyes of our security analysts, we review every file and table that serves your website. The cleanup is conducted remotely using FTP (preferably SFTP), although HTTP and SSH protocols are used if available. If your website has been taken offline by your hosting provider, we are able to conduct a local analysis and cleanup.
To clean your website, we connect via FTP or SSH and use the latest research from our lab to perform a deep analysis of the application server, database, and software environment. Our research lab is constantly evaluating the techniques used by hackers, allowing us to develop new tools to combat them. We use advanced heuristic analysis to flag new and emerging threats for immediate investigation.
During the cleanup, we create quarantined backups of all modified or removed files. You will receive a complete report of what was found. If we find any vulnerable software on your server, we'll let you know, so you can update. Once the website is clean, we submit a review with third-party blacklists, and the appropriate blacklist engines to crawl your website. While Sucuri cannot control the pace at which these entities operate, we do have the advantage of our brand, our relationships, and the volume of submissions on a daily basis.
In the process, we take various steps to help harden your website after the cleanup to prevent future attacks. You will get a list of important steps to avoid reinfection, such as changing your passwords. If your website is somehow reinfected, rest assured that we offer unlimited cleanup requests throughout the lifetime of the subscription. Additionally, the Website AntiVirus product provides several monitoring options, alerting you instantly if we detect anything that could compromise the security of your website.
At Sucuri, we believe that investing time, effort, and resources into research and remediation is the only way to build a strong website security company. No fluff, no fuss - just 100% security geeks, eager to help you clean your website and make the web safer. Our systems and approach are built from years of experience and revolve around three key elements - People. Process. Technology.
Malware Removal is Not Malware Prevention
While we take great pride in our ability to remove malware and non-malware from any website, it's important to understand that Malware Removal is not Malware Prevention or Hack Protection. Malware removal is a reactive process, it's employed to fix a problem, not stop it. The malware removal will remove the infection to include backdoors, but it doesn't fix the access vector exploited. Access vectors today can be categorized in two buckets: Exploitation of Access Control or Software Vulnerabilities. To close the access vectors being abused it's best to complement the Website AntiVirus product with the Website Firewall product.