How We Communicate:
At Sucuri, all client communication is handled via the ticket system. When you have questions or need help, that’s the place to go. Feel free to use the ticketing system in any of these conditions:
- You know you are infected
- You think you are infected
- People are complaining of suspicious activity
- You are suffering a reinfection
- If you feel the website is not functioning the same after a cleanup
Malware Removal Requests
A Malware Removal Request is what you want to initiate if you know or suspect your website is currently infected or blacklisted. Using this ticket type ensures your ticket is appropriately assigned.
The ticket will require your website’s URL (a.k.a domain), issues you are experiencing, FTP/sFTP/SSH/cPanel credentials (host, username and password).
Once the support team receives this ticket, it will be quickly adressed. The analysts will use the credentials provided to log into your website, it's important that the appropriate access is provided to avoid delays. The analysts will need to upload a number of PHP based scripts / Tools to the server to initiate the remediation process.
These scripts / tools help us find and remove malware, spam, backdoors and other hidden content. Our team will use a combination of manual and automated techniques to detect infections and anomalies that might be causing issues.
By default, the remediation process will save a backup of every file touched. At the completion of the remediation process we will remove our scripts / tools and leave your website in working condition.
When finished, we will update the ticket with our clean up reports, letting you know exactly what we did in your site.
Initiate a Malware Removal Request
In the navigation panel, left hand side of your screen, you will see a Customer Support panel, within this panel you will find a Malware Removal Request button. Click the button.
You will be presented with a dialog that will ask for all the information we require to access your web server:
FTP stands for "File transfer Protocol" and SFTP for "Secure File Transfer Protocol". This is a connection mechanism used to log into servers to edit/add/remove files. We need this to log into your site and begin the cleanup process. If you do not know where to find your FTP/SFTP information, please contact your hosting provider.
Once everything has been filled out, just click on “submit request”. Our system will try to establish a connection to your server to make sure everything is OK.
If we are not successful, we'll display the following image:
Keep in mind that not providing the right credentials may delay our cleanup process.
Now just stand by for the first email from the analyst working on your site. You will receive an email if we need clarification, or once we have an update on your case.
