Common Queries: Sucuri Web Security FAQs, Part 2

2. Sucuri cleanup process

a) How long does the Sucuri cleaning process take ?

Our script cleans sites with valid FTP credentials, but we cannot guarantee resolution timeframes for upgrading to Advanced Analyst. However, 90% of resolutions are within 24 hours for basic, 12 hours for professional, and 6 hours for business plans.

b) Do you provide one-time cleaning services ?

We currently do not provide one-time cleanup services.

c) If my website is infected, will you clean it ?

The Sucuri platform is capable of removing any existing infection from your site.

d) What do you need to clean up my site ?

To initiate the cleanup process, we require access to your server and its files via FTP, sFTP, or SSH. These protocols enable us to access your server for file editing, addition, or deletion. Our team of analysts is available to assist you with these protocols. To proceed, you must share access information with your hosting account. If you’re unfamiliar with these protocols, our team of analysts is available to assist you.

e) How do I start the cleanup process ?

To remove a malware alert, log into the Sucuri dashboard and open a malware removal request in the Support section. The restoration team will receive your ticket and have access to your files. Update reminders will be sent via email, but you can only reply to the team in a dashboard ticket, not via email.

f) Is cleanup automatic ?

The cleaning process combines automated and manual methods, with our unique technology enhancing speed. However, we believe effective remedies require human interaction for optimal results.

g) Do you back up your website before cleaning ?

We offer backup services for every file we touch, not your entire site, to provide a backup solution for your convenience.

h) Will cleaning break my site ?

We aim to prevent site functionality loss during cleaning, but sometimes it’s unavoidable due to malware overwriting or rewriting critical code. If the cleaning process is problematic, contact our support directly through the ticket system, as we employ skilled professionals to address any issues that arise.