Do you offer refunds?
Yes we do in the following conditions:
1. It's within 30 days of purchase.
How do you define a website?
The definition of a website varies by organization, here at Sucuri it is non different and we define a website very clearly. To us, a website in most instances is a unique Fully Qualified Domain Name (FQDN).
There are however several situations in which more clarity is required. This is especially true for those that make use of a Content Management System (CMS) like WordPress, Joomla!, Drupal and so many others. In these instances, we extend the definition of a website to include unique CMS installations.
To clarify further, the following configuration require a unique license:
awesomedomain.com directs traffic to somesite.com/subdirectory
In situations like the one described above, the FQDN requires unique attention, which is why it 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 FQDNS 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 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:
Examples of this configuration that does not require a license includes:
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 but you'll need to engage our team via email at email@example.com.
Do you offer any partnerships with hosts or development shops?
It depends on the circumstances, it's best to engage us directly via email at firstname.lastname@example.org.
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?
There are no extra fees, no additional taxes, and no hidden costs. The price you see is the price that you pay. All of our prices are listed in USD, and the conversion will be automatically handled by our third-party transaction processors.
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 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.
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 to troubleshoot 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 though 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.