In many cases, our scripts clean the site immediately upon receiving valid FTP credentials. However, if an escalation to a senior analyst is required, we cannot promise a resolution timeframe, but 90% of Basic plan is resolved with 24 hours, Pro within 12 hours, and Business within 6. We offer one-time priority escalations – chat with us to learn more.

If you receive an alert for malware or other indicators of compromise, you’ll need to log in to your Sucuri dashboard to open a Malware Removal request in the Support section of the dashboard. 

Our remediation team will receive your ticket with access to your files and will communicate directly through the ticket system. You will receive update alerts via email, but you can only reply to the team within the ticket in your dashboard, not via email.

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.

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.

For malware removal each installation of a CMS (WordPress, Joomla, or Drupal for example) or fully qualified domain name will require its own license.

For firewall protection you can protect each fully qualified domain name including sub domains (http://docs.sucuri.net) and (http://sucuri.net) would be fine as long as they are on the same server

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