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.
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