Statement of Support – Website Security

Please review the full Statement of Support to learn more about available support for additional products and services.

Supported:

• Purchasing or renewing Website Security
• Explaining Website Security features and benefits
• Explaining how to navigate the Website Security dashboard
• Demonstrating set up of Website Security accounts
  • Activating the Web Application Firewall (WAF) or explaining necessary DNS settings
  • Activating backups or explaining how to configure backups for desired hosting plan
  • Submitting ticket for malware removal for Advanced, Premium and Premium-5 plans
  • Submitting a ticket for malware removal for Standard plans by request
• Creating tickets for malware removal by request
• Configuring and troubleshooting WAF, backup and monitoring products
• Malware removal (with included plans)/product ticket
  • Removal of malware on website
  • Delisting from blocklists listed on sitecheck.sucuri.net
  • Advising of outdated website software that has major vulnerabilities
  • Adding bypass prevention

Not Supported:

• Server level infection
• Troubleshooting and/or fixing website errors after malware removal
• Troubleshooting server-side errors for monitoring
• Troubleshooting email security issues
• Hardware firewall support
• Fixing server-side errors (500 errors, 404 errors, etc.) that are not caused by the firewall
• Resolving site health issues that cannot be resolved by the firewall (performance optimization)
• Penetration testing
• Removing malware on additional websites hosted on the same server
• Configuring backups for add-on domains (domains not covered by the backup plan)
• Configuring more than 3 databases for each backup plan
• Forensic analysis