Below are answers to some of our most frequently asked questions.

Who are you? Where is your company located?

You can learn more about us here

How do you clean my website?

We use a combination of automated tools as well as manual reviews to aid in website malware removal. This requires us to have full access to your hosting account. If someone says that they can completely automate the clean-up of your site, then you might have an issue. Why? Because, no automated system is 100% fool-proof.

Malware and virii evolves and developers add, modify or tweak it to meet their exact needs, which means that the “hash” that it will give off, won’t be something that an automated scanner will be able to locate successfully with a 100% detection rate. We have seen results from other so-called ‘clean-up’ companies that completely destroyed sites because they thought they could ‘automate’ the clean-up process. If you think you are going to pay us to just run an automated script to clean out your site, we are sorry but that’s not up to our standards.

My site is infected with malware, can you tell me if you are able to clean it?

Yes, that is what we do. We guarantee it will be malware free within 24 hours, or you will receive a full refund (according to our terms of service).

I have multiple sites and they are all on the same server but I have different control panels for each, can I purchase one of the packages?

NO. The packages are for sites that all reside under 1 single hosting account (meaning 1 control panel and 1 FTP account to access ALL sites). We give discounts for this since it will only require us to login to one server to clean everything. If you have multiple sites hosted under different accounts, you must purchase a single site clean-up for EACH account. .

I have multiple sites and they are all on the same server but I have different FTP accounts each, can I purchase one of the packages?

NO. The packages are for sites that all reside under 1 single hosting account (meaning 1 control panel and 1 FTP account to access ALL sites). We give discounts for this since it will only require us to login to one server to clean everything. If you have multiple sites hosted under different accounts, you must purchase a single site clean-up for EACH account. .

I only have one website/domain name but I am running wordpress and oscommerce, is this a singe site?

NO. This is two web applications, therefor you would have to purchase a “2 site” package for both to be cleaned. Please refer to our Terms of Service for full details.

I only have 1 site/web application but a lot of pages, is this 1 site?

Yes, the price is based on sites/web applications  – not pages.

What makes you different than the other website malware removal services?

We take a pro-active approach and try to help you secure your site from future threats as well as clean it up. We have over 15 years of experience in the security industry and we have cleaned and secured thousands of sites. In 99% of cases that we have completed, the malware never returns. We are leaders in the website malware removal industry. We don’t just run some automated script on your site, we do full system manual reviews. All we do is security, we aren’t a web designer, developer or SEO company – we are a managed security provider, which means we are experts in the field. All of our technical staff holds at least 1 type of current IT security certification. Would you ask your plumber to check your electrical wiring if you had a short? Probably not….

How long does it take to remove malware from my website?

We understand how important your business is to you, and we do our best to expedite the process when possible. In most cases, we can have your site fixed within 4 hours. However, in very complex cases, multiple sites, or other variables outside our control, such as additional applications on your site that you did not purchase service for, hosting control panel limitations (goDaddy); no SSH access it may take longer, please don’t send us an email asking us how long it will take to clean your site. Without knowing upfront how bad your site is, we can’t give you an estimate.

Every case is different. In very severe cases, your site may be in such bad shape that it’s not even be fully restorable but we always try our best to get you back online when ever possible. There may be files that were necessary for your site to function that hackers removed, or you may have inadvertently deleted something trying to repair the site yourself before hiring us. Many times we won’t know this upfront and there isn’t anything we can do but remove the malware.

There may be times where the site is inaccessible due to the cleaning and malware – unfortunately, this does happen when sites have been left unmaintained for long periods of time. We guarantee that your site will be malware free within 24 hours, if it isn’t we will refund your fee as long as it falls under our “terms of service“.

*NOTE: It usually takes Google anywhere from 24-48 hours to remove any malware warnings that they may be displaying, however your site is typically clean many hours before that. We do not deal with Bing or Yahoo, those are your responsibility to notify.

What information do you need from me to remove malware from my website?

We require full access to your hosting account, your CMS system (if applicable) and sFTP/FTP access. Some cases of malware are severe and require us to check database files, user accounts, etc. in order to fully clean and secure your site. If you won’t give us complete access, sorry but we can’t help.

I don’t want to give you access to my server, can I just send you zip files?

Sure, however there are several issues with this that we will address. We will clean out the malware, however we will NOT guarantee the site will bem a, because the issue with your site may be elsewhere on your server, in another site, or above your web site directory and with out access to that, we can’t guarantee that your site will be 100% malware free, only the files we clean. We also do not give discounts for this, you pay the same price as everyone else.

I have a website that has recently got a malware warning and may contain malicious code. I was wondering whether you were capable of fixing the problem? how long it would take? and how much it would cost? the situation is quite urgent because we will lose business the longer the website is down.

Yes, we can fix the problem – that’s what we do. Refer to “How long does it take to fix my site above” and pricing can be found here.

Where’s your phone number? Can you call me? I want to talk to a live person!

You can talk to a live person when we have one available online. We only provide support via our online chat (when we have agent’s available) and through e-mail.

This helps to keep our costs down as well as allowing us to focus on what we need to do, remove malware and secure sites. If you don’t feel comfortable with this, then we are sorry we probably aren’t a good match for you and we recommend you find a different provider.

What does your malware removal service include?

Our malware removal service includes the following on all packages:

  • Malware Removal From your website(s)
  • Removal of any hidden backdoors
  • Patches/Updates to your system
  • 1 year of security maintenance & monitoring (unless you selected the “clean out only option”)
  • Removal of Google Malware Warning

We recommend that you review our “terms of service” link for full details of what we do.

My site is infected with malware and it no longer works, can you fix it?

We will remove all malware on your site. If by getting infected, it made your site inoperable, we will do our best to try to help you restore it to a working state, however if you do not have back-ups, we can not guarantee that we can fully restore your site to a working state. We recommend that if removing the malware does not fix the site, that you contact a web developer to have them fix any problems you have with your site/system. This is above and beyond what we charge for.

My hosting company has de-activated my account/site, will you contact them once my site is clean to get it re-activated?

Yes we can do that, you just need to make sure that you provide us details as to whom we need to contact so that your site can be re-activated. Please note that if your hosting account has been deactivated, and there is no SSH access to your account, it will require a full download of your files for scanning and review which will take longer that the usual clean-up. There may be delays if it requires us to contact your hosting company to get the account re-activated and they are slow to respond (For example – bluehost.com is usually VERY unresponsive). Sites like this will not fall under our 24 hour guarantee but we do our best and in most cases can have your site cleaned and back online in under 24 hours.

Is this an ongoing subscription?

Yes, it is billed annually unless you selected the “Clean-out only” option. The service is ongoing security maintenance and monitoring to make sure that your site stays clean and secure. The annual billing rate for that service is discounted at 99.00 per year. Think of it as “malware insurance”. We make sure you don’t have any security issues and that your site is regularly maintained so it doesn’t get re-infected.

Do you need to keep access to my server/site after you have removed the malware?

If you are on the annual security maintenance plans, yes. We can’t maintain a site’s security if we don’t have access.

Do you work nights/weekends? Are you available?

Yes, we have technicians working 24/7, 365 days a year to clean, monitor and secure sites. We take security VERY seriously. Our support staff (people that help with general questions, generate reports and answer calls) only work during normal business hours M-F, from 9am to 5pm EST. We do offer a “priority support” option if you really need assistance after hours or on the weekends.

Will you remove the Google “This site may be compromised” in search results?

If you let us know that you have this issue we will contact google after our initial cleaning however this is typically outside our realm of services. We do however do removal of the Malware Warning page “This site may harm your computer” that Google displays when visiting a website that has been infected with malware.

The “This site may be compromised” warning does not necessary mean malware and usually refers to sites that have modified content (usually spam injected into the pages). We remove any malware that may have allowed this to occur, but removal of this in the search results takes time and in some cases completely un-indexing your site – which we don’t want to be liable for should they choose to not re-index it after it has been flagged.

So how do you deal with this?

1) Create a Google Webmaster Account at http://www.google.com/webmaster
2) Follow the steps to add and verify your site.
3) Submit a Reconsideration request at https://www.google.com/webmasters/tools/reconsideration?hl=en

Unfortunately, you will not receive an immediate response. In some cases it can take weeks, after submission if you continue to have issues, it may require you to remove your site from Google, then ask them to re-index.

How do you determine if it is a “site”?

1) by url: http://www.yoursite.com
2) http://site1.yoursite.com
3) by file structure: http://www.yourmainsite.com/subsite, or http://www.yourmainsite/site2

Some sites do have sub directories which contain files that are a part of the main site – this is included. HOWEVER if it is a directory that contains another site (also known as a “web application” – such as a subdirectory that has another installation of wordpress, drupal, a shopping cart system, forum, etc), it counts as a site/web application. Not Sure? Contact us first. Your better off asking if you are unsure.

We can not guarantee against internal sources of infection. By this, we mean you purchased service for 1 site, but have 5 other sites on your server that are infected. We will let you know which additional sites are infected and provide you with pricing for removal, should you chose not to have the additional sites cleaned, it is your responsibility to deal with any future malware issues.