Who are you? Where is your company located?
You can learn more about us by clicking here 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 succesfully 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 and monitored. 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 don’t simply install some scripts or plugins and expect you monitor your site for malware and make you submit a ticket should an issue occur like some of the other companies out there. We take a pro-active approach and try to help you secure your site from future threats as well as monitor it and clean it if something is found (does not apply to the cleanout only option). We are a security solution provider and we handle the security of your site for you so you don’t have to.We have over 15 years of experience in the security industry and we have cleaned and secured thousands of sites. In 98% of cases that we have completed, the malware never returns. We are leaders in the website malware removal industry.
When we handle the monitoring, as soon as we see an issue, we do our best to take care of it immediately. We don’t just run some automated script on your site every few hours, we have real-time monitoring systems and manual reviews. All we do is security, we aren’t a web designer, developer or SEO company – we are a 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. 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 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.
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 monitor your site for you, 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.
My sites been sending out spam, fix it!
Sorry but sites sending out spam is typically not a malware related issue, it’s due to bad coding on your sites forms. You need to hire a developer to work on writing code that is not vulnerable to spambots.
Where’s your phone number? Can you call me? I want to talk to a live person
We only provide support via our system 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 (where possible/applicable)
- 24/7/365 Monitoring
- Removal of Google Malware Warning
- Detailed Report of what we located, removed, updated,etc.
- Monthly Notifications to alert you to make sure your system is up to date and secure. (NEW)
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.
Will you clean my “adult entertainment” site?
We do not clean sites that include any of the following: pornography of any type (including but not limited to, adult, child, animal,etc), designer “replica” sites (fake louis vuitton, coach, etc) or any other content that is considered illegal according to United States Laws.
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.
Is this an ongoing subscription?
No it is not. You pay once for 1 full year. If you decide you would like us to continue monitoring after that period, you may renew if you like but it is completely optional and not required. We will send you an email prior to your service expiration to see if you would like to renew your monitoring.
Do you need to keep access to my server/site after you are done?
Yes, we need to maintain full access to the site/server should a security issue arise that we need to remedy. Should you decide to change usernames/passwords during your monitoring period, that is fine, but you must notify us. We deal with time sensitive issues, so unfortunately we don’t have the time or resources to spare chasing down server/site credentials when a critical issue arises. Failure to notify us of changes will terminate our monitoring service at the time we discover we can no longer access your site/server, which may or may not be when an issue arises. Should you revoke our access to your server, be it intentional or unintentional, any and all monitoring services will be null and void and any malware removal or monitoring will require you to purchase a new package.
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. If a technican is available during off hours to answer support questions, they MIGHT and will do their best but beware, they can be like trolls, unpredictable and rude at times and we apologize in advance 
Are your rates annual/yearly rates?
Yes, the rates we charge include 24/7 moniotoring and unlimited malware cleanup for a period of 1 year from your date of service or renewal as long as you comply with our terms of service.
Do you have any “testimonials” from existing clients?
We do not believe in using client “testimonials”, this is mainly a marketing “gimic” and we feel our clients security surpasses our need to market our services, therefor we do NOT provide ANY details on ANY of our clients to ANY third party. We feel our service and high standards speak for themselves and we don’t need to jepordize our clients security by posting their names, websites, etc. all over the place.