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- Advising of outdated website software that has major vulnerabilities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