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Submit a ticket Knowledge base Chat now Products Website Security Platform Website Firewall (WAF) Enterprise Solutions Agency Plans Referral Program Partnerships Features Detection Website MonitoringAlerts Protection Future Website Hacks Performance Speed Up Your Website Response Help For Hacked Websites Backups Disaster Recovery Plan Ecommerce Security For Online Stores Resources Guides Webinars Infographics Blog Sitecheck Reports E-mail Courses Pricing Let's go Products Website Security Platform Website Firewall (WAF) Enterprise Solutions Agency Plans Referral Program Partnerships Features Detection Website MonitoringAlerts Protection Future Website Hacks Performance Speed Up Your Website Response Help For Hacked Websites Backups Disaster Recovery Plan Ecommerce Security For Online Stores Resources Guides Webinars Infographics Blog Sitecheck Reports E-mail Courses Pricing Immediate Help Login Login New Customer? Sign up now. Submit a ticket Knowledge base Chat now Products Website Security Platform Website Firewall (WAF) Enterprise Solutions Agency Plans Referral Program Partnerships Features Detection Website MonitoringAlerts Protection Future Website Hacks Performance Speed Up Your Website Response Help For Hacked Websites Backups Disaster Recovery Plan Ecommerce Security For Online Stores Resources Guides Webinars Infographics Blog Sitecheck Reports E-mail Courses Pricing How can we help? Search Popular searches: Backups Malware Removal Website Firewall Billing Getting Started Learn to navigate the dashboard, access powerful features, and optimize your account setup. Account ManagementBilling Take control of your subscription, payments, and account settings hassle-free. Malware Removal Learn to submit support tickets, scan your website, and utilize our cleaning services for swift threat elimination. Browse by Category Website Monitoring 72 articles How do I find my FTP information? Sucuri Firewall Troubleshooting Guide Facebook Unable to Get Page Details Hardening Warnings View all Malware Removal 54 articles How do I find my FTP information? Brute Force Attacks Definitions Hosts – FTP Instructions View all Website Firewall 82 articles How do I find my FTP information? Sucuri Firewall Troubleshooting Guide Facebook Unable to Get Page Details Internal Domains Website Firewall View all AgencyEnterprise 79 articles How do I find my FTP information? Sucuri Firewall Troubleshooting Guide Facebook Unable to Get Page Details Brute Force Hardening View all Affiliate Program 41 articles Affiliate Hub Facebook Unable to Get Page Details Website Firewall Troubleshooting Bypassing the WAF for Testing View all WordPress Plugin 9 articles SiteCheck Widget Plugins Plugin Support Plugin Email Alerts WordPress Hardening Options View all Backups 11 articles Restoring Backups How to set up Backups Database Backups Backups Setup View all API 6 articles Server Side Scanner Scanning API Manually Upload Server Side Scanner Clearing Security Warnings Configuring Server Side Scans View all Frequently Asked Questions How long does the cleanup process take? 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. How do I start the cleanup process? 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. Do you backup the site before cleaning? 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. Do I have to install anything to activate the protection? 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. Can I cover my subdomains and test sites? 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 Will there be any downtime associated with the activation process? The migration is seamless and you should not experience any down time. Questions? 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