Advanced Security

Included features with the service For a full listing of current features, please refer to https://www.icdsoft.com/en/advanced-security We are always trying to expand our service portfolio and include new features as soon as they are available. Money-back guarantee Our standard 100-day full money-back guarantee covers this service, too. You can request a full refund only in the following cases: 1. If you haven’t submitted any requests for Site Cleanup. 2. If we were unable to clean the website after a Site Cleanup request. Covered services This service covers a single website. The definition of a website can vary but, in general, a website is:  1. A piece of software located in a single directory tree. 2. A piece of software that uses a single database with a single database prefix. 3. In the case of a dynamic website, the website is controlled through a single interface. Once attached to a hosting account, the service cannot be transferred to another account. You would need to purchase the service for the other account separately. WordPress Multisite installs Since WordPress multisite installations share the same files and are hosted on a single account, we treat this as a single website. Multiple compromised websites in a single account On such occasions, you should purchase the service for each website/URL you want to utilize it. Sites in subdomains and test/staging sites For these sites, the same rules apply - if it is a separate website, you need to pay separately for each website cleanup. Contact us first, however, as if it is a development site, we may be able to copy over the cleaned website, in which case we won't charge you additionally. Billing The Site Cleanup is a subscription service, and it is paid on an annual basis. It is activated from the moment you pay for it for one year. If the service extends past the hosting subscription and you decide not to renew your hosting account associated with the service, the remaining months are considered void.

Site Cleanup requests limit We will clean your website after an infection if you have an active subscription. We do not place limits on the cleanups. However, after each cleanup, we will give you a list of things to do in order to improve the security of your website. Once a website is hacked, it becomes a frequent target for attackers, as they know it is an easy target, and additional security precautions must be taken to secure the website. If you don't complete the needed security measures, and the site gets hacked again, in addition to delaying our initial response, we may refuse to provide further cleanups until you comply with our security recommendations. Cleanup process timeframe All site cleanups are performed manually by an experienced security expert. We use automated tools for cleanups, but we don't rely entirely on them. That's why a full cleanup of a website may take up to 12 hours. The usual turnaround time is 3 hours, though. In addition to that, after each incident, we issue a full log of our actions, and a full report, along with security advice, which may take additional 12 hours to be prepared. One-off Site Cleanup We do not offer one-off payments for this service. Our market research has shown that most one-time cleanups usually cost more than our price, and they provide less protection. Instead of simply cleaning the website and leaving the customer out in the open again, we have decided to include additional security and monitoring features during the active subscription period. Transferring an infected site from another provider If your website is already infected at your current hosting provider, we will clean it. In fact, we will also transfer it for free from your previous hosting provider with our included Free Site Migration service. First steps after a hacking incident You just need to notify us by submitting a ticket or via email. If you don't have an active subscription, we will provide you with a link to activate it, and we will start working on your case right away. Backups before a Site Cleanup The first thing we do when we receive a Site Cleanup request is to create a so-called "quarantined backup". This backup is useful for our investigation, for your reference, and sometimes, to the relevant authorities, if you bring the case up for official investigation. Site status after the Cleanup process After any changes we make, we perform tests on the website to ensure we haven't broken some core functionality. This is a very rare occurrence, and although we are very cautious and take a lot of precautions, sometimes the infection is so deeply rooted in the site files that cleaning it up without affecting some core functionality inadvertently is not possible. If you detect any issue with your website after a cleanup, contact us immediately.

Initial security audit After subscription to this service, we will perform a full security audit of the website. We will provide you with a report of any website issues we find, along with possible solutions. If we are able to implement some of the solutions without affecting the site, we will do so and provide you with more information in an email report. Web software updates Site updates and management are not part of this service. However, for WordPress, the most popular site software on the internet, we have standardized update and testing procedures, and we can perform updates, after getting confirmation from you. Provided guarantees If you comply with all the security recommendations we give you in the initial and monthly security audits, we can guarantee that your website will be protected against all common security vulnerabilities. We are also constantly monitoring for zero-day exploits and new attack vectors, and we try to apply measures to prevent security incidents.