Submitting a Malware Removal Request (SLA)

When to Submit a Malware Request #

Submit a request immediately if you notice any of the following:

• Suspicious redirects or pop-ups on your website.

• Your site has been blacklisted by Google, Bing, or a security provider.

• You cannot log into your administrative backend (potential backdoor).

• Your site loads slowly and contains unknown code.

The Removal Process and SLA Guarantee #

1. Priority 1: The malware removal service is prioritized. Your SLA guarantees an expert will begin cleaning and remediation within the time frame specified by your plan (e.g., 3 hours for Basic, 1 hour for E-commerce).

2. Comprehensive Cleaning: Our team will clean all files, databases, remove backdoors, and harden your system configuration.

3. Blacklist Removal: We handle the process of submitting the clean site to search engines to remove the blacklisting warning.

How to Submit the Request #

1. Open a Support Ticket: Log into your Client Area and select the “Malware/Hack Removal” department.

2. Provide Critical Information:

   • A description of when you first noticed the infection.

   • FTP/cPanel/SSH credentials (ensure these are current).

   • Confirmation that you have changed your application (e.g., WordPress) admin passwords.