Malware Cleanup

How do the unlimited malware cleanups work?

Our aim is to assure your website is secure & malware free throughout the year. It is common to run into situations where a website keeps getting re-infected due to various reasons like unsecured websites on the same server or vulnerable code not being secured in a proper fashion. In such cases where a manual malware scan is needed on multiple occasions, Astra’s engineers will suggest security recommendations which are required to be followed. In such situations if the recommendations aren’t followed by you, then your support will throttle. This means, our replies will get slow though we will continue helping you. If this continues until five such instances where recommendations aren’t followed and a cleanup is requested then we reserve the right to refuse the service until appropriate actions are taken. This does not make a case of refund or cancellation.

Are there one time cleanups?

No, currently we do not offer one time cleanups. This is because one off cleanups just don’t work. Websites get re-infected often without any security solution to protect them or scan the websites for malicious content on daily basis.

Will there be any downtime during the malware cleanup?

During the malware cleanup our experts identify & remove malicious content. We try our best to make sure no functionality of the website I altered during the process. However, sometimes some core functions could be containing malware which during cleanup get affected. It’s always recommended to take a backup before handing over the website to us.

In situations like these, we offer our help is assisting you in whatever way we can to get all functionality back. You can ask for you help via support request.

How long does it take to clean my website?

Our engineers start the cleanup process just as you enter your website details in your Astra dashboard. Usually, the cleanup takes 3-6 hours. The time depends on the amount of infection on your website.

After you sign-up, you receive an email from an engineer who is in-charge of your website. It is recommended to ask them about a better estimate after they’ve spent some time working on your website.

We understand that any downtime to your website means a loss to your business. That’s why we try to be super fast with the cleanup and rely on automation to make sure that your website is up & running again.

Can I sign-up for a monthly plan if my website is infected?

Hacks are bad! So sorry that your website got hacked :-/

If you already aren’t an Astra customer and your website is hacker/infected with malware then you would have to start with an yearly commitment. The main reason for this is because hack removal requires considerable efforts from our team. Since our team puts a few ours in the cleanup process, an yearly commitment is expected.

If already are an Astra customer who has been using Astra for more than 2-months, then all you have to do is contact our support and they’ll clean your website for you. You won’t have to upgrade to an yearly plan.