Sucuri SecurityReviews of sucuri.net

I've been a customer for years, and the core protection does its job: the malware removal and firewall worked, and the site was cleaned. That's why this isn't a one-star review. But almost everything around that core service has been frustrating. The "Malware Removal" cleanup request form is broken. Submitting a request leads to a form that only produces error messages when you enter your domain, making it impossible to complete as intended. I reported this twice, an internal ticket was opened both times, and a month later nothing has changed. Billing access is just as bad. As a long-time customer who never paid via PayPal and only upgraded my plan, I suddenly can't access my own invoices. The system claims my billing data can't be found and assumes a PayPal payment or an account migration, neither of which applies to me. Simply downloading my own invoices now requires opening a support ticket, which shouldn't be necessary. On top of that, several support replies during our case were generic template responses that didn't address the specific points we raised. Individually, each of these might be minor. Together they paint a picture of a provider whose protection works but whose surrounding processes and support don't match the price. I'll be reconsidering renewal.

Never mind, looks like Trustpilot reviews are now for sale, no need to post this.

there is no option to cancel your subscription you should contact their support, then they make it a long process, they charged me again after I asked them to cancel my subscription

It's been over 3 days that vital systems of our servers stopped working due to Sucuri firewall. Sucuri support didn't even start to look into the issue yet. Despite the claim of 24/7/365 support when signing up for a paid plan, Sucuri support times range from 24-48 + hours up for a single canned reply on average. Often that reply is unhelpful, and you have to wait another 24 hours for the next pre-canned reply. Zero effort to provide support for a service which is supposed to enhance our servers performance and uptime - but is damaging them instead. When you need urgent assistance to troubleshoot an unexpected downtime or error, it is not acceptable to wait for 3 days for a single reply. I am suffering severe malfunctions on my server and has been over 3 days I opened a ticket with no reply. My ticket ID: 171843086324

Suspended my account and left their software on my site. The software was blocking me from features in other sites, and the only way to communicate with them at this point was through email. Obsolete system!

Dealing with repeated hacking over several years. Tickets are generally very slow to progress as they will always start with level 1 technicians, who will send a boilerplate reply, perform an automated scan/malware cleanup (which may empty files important for your website without testing it doesn't break the site), then send another boilerplate response. It will take days, weeks, or months to get a resolution as you will sometimes be put up to the senior technicians (the ones who are actually professional security experts), but then put back down to one of the boilerplate replies when the issue happens again. At one point, our site was hacked for 3 to 4 weeks straight, which is why I said "months". And repeatedly the issue has occured over years. Many attackers will just go ahead and re-infect the site over and over again. Obviously if they were able to upload malware once and there are no changes blocking this access point, they'll just upload it again. With their competitor SiteGuarding (premium plan with the premium ticket time which is I think 3 - 6 hours?), I sent a ticket and within less than an hour got a response informing me of the IP address of the attacker, the email they used to log into our site, and the files they had uploaded. A block was put on both the IP address and the email, and alterations made to the firewall to shut down that access point. LOL. If we sent this ticket to Sucuri it would be boilerplates and fail for days until a senior tech checks, but then the senior tech informs you they don't perform forensics to determine how an attack is happening, and they can't do anything but remove the backdoors etc. which as said means that the attacker can just get back in repeatedly. In most cases, our web host was able to resolve a hack long before Sucuri. The Sucuri scanner is decent. When it flags malware it does not automatically create a ticket though, you have to do that yourself. Their actual technicians who you are eventually escalated to (usually only after days of your site being hacked) are knowledgable and competent, but as said the scope of Sucuri will not capture the method of attack so they can only hunt down and remove obscure backdoors.

Thankfully I don't need to use them much anymore but when I do, it's a stressful experience. Had an email from my hosting provider saying that there was an infected file in my website. No alerts from Sucuri which was telling and therefore opened a ticket. All going well and Sucuri asked me to add some IPs to the allowlist - all done and now with the support ticket open, they seem to have gone off grid. I can't open a new support ticket because the old one is still open and no communication from them saying how long the process of clean up is likely to take. I don't mind waiting a few days for them to action but the lack of communication points to a poor service. The clean up's they do are fine but the whole customer service experience is unfortunately a shambles

This website is very misleading. I took a subscription to monitor my website for uptime, malware etc. My website is almost 3 years offline and I'm still getting emails every week with a report that my website is working excellent. How trustworthy is this service?