Yes, we do in the following conditions:

• If it's within 30 days of purchase and a ticket has not been submitted.
• If we fail to remove an infection. We do request information on what was missed.

We understand and appreciate the complexities of Multisite instances. For the Website AntiVirus, you must sign up for a plan that covers all of your domains. Yes, we understand they share the same core, but they don't always share the same theme. Depending on your configuration, you could have multiple unique domains pointing to one install. Those distinct domains could be affected or blacklisted, and without directed knowledge of the domains we'd be none the wiser. To address this, a license is required for every domain to ensure we go through each one individually. Due to the nature of Multisite configurations, you cannot effectively sign up to cover just one domain without touching all of the others.

Yes, we offer various upgrade options once you're signed up. If you do not find the upgrade you're looking for, please submit a General Request and our administrative team will give you a hand.

You need to send a special request through to us to allow us to process the cancellation properly, we will also have a team member assess the situation to see if anything can be rectified before finalizing the cancellation request.

Yes, we will be able to assist you.

In order to begin the cleanup process, we need access to your server and its associated files. We get this access in the form of FTP, sFTP, or SSH access to your server. FTP stands for File Transfer Protocol, SFTP for Secure File Transfer Protocol, and SSH for Secure Shell. These are connection protocol mechanisms that allow us to log into servers to edit/add/remove files. These connection protocols allow us to log into your websites, specifically the server, and perform the remediation process. If you for some reason are unfamiliar with these protocols, don't worry, our team of analysts are prepared to assist you in the process. To do so, you'll need to be willing to share access information to your hosting account

We do our best to avoid websites from breaking, but we'd be lying if we said it doesn't happen. Sometimes it's because of the cleanup, but often it's because of how the malware has been embedded within the core of the website. In these instances it's best to engage directly with our support staff via the ticketing system. We employ highly-skilled professionals ready to help when things go wrong. This includes when websites break because of the remediation.

Yes, 24/7.

Yes, we will handle all customer-related queries you have any time of the day (or night).

There should not be any downtime experienced.