Cleaning up is a shared responsibility. Knowing the split avoids delays.
WHAT WE HANDLE
Server-level security, patching and firewall management Checking whether a compromise has spread beyond your account Reviewing server logs to help identify how access was gained Suspending an account when it is actively harming others, and restoring it once resolved Restoring a backup from our systems where one is available within your plan's retention Advising on what we find
WHAT YOU ARE RESPONSIBLE FOR
The security of the software you install, including all updates Your passwords and who you share them with Cleaning the website content itself Removing vulnerable or nulled software Keeping your own backups
WHY THE SPLIT IS THIS WAY
We do not control which plugins you install, which developer you employ, or what password you choose. Those decisions cause the great majority of compromises, and only you can make them differently.
PAID ASSISTANCE
If you would rather not do the cleanup yourself, open a ticket and ask about a malware cleanup service. We will quote for the work and tell you honestly if a rebuild is the better option.
