Sucuri SecurityReviews of sucuri.net

Reply from Sucuri SecuritySep 19, 2022

Hi there, While we cannot go into detail here, we are sorry that you violated our terms of service. You should have received an email stating such. Please note our ToS can be found here https://sucuri.net/terms/. In the ToS email that is sent, information is provided telling you how to change your A record back to your host. We apologize for the downtime of your site; however you did agree to the ToS upon sign up and stated that the site was not breaching it in anyway. Subsequently because you did break ToS, it forced us to remove the site from our servers as soon as that ToS breach was discovered. Thank you, -Sucuri

Reply from Sucuri SecurityAug 22, 2022

Hi Cemal, We regret any inconvenience you experienced. Our records do indicate that your plan was the client basic account so twelve hours is within our stated SLAs. However, our team was created to address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process in accordance to our SLAs. In reviewing your account, we could have done a better job providing you with assistance and support. We do sincerely apologize for any confusion or misunderstanding that may have occurred. We regret any inconvenience you experienced as our goal is to have our customers interaction with Sucuri be a positive experience each and every time. Thank you for taking the time to provide your feedback as we can take this as an opportunity to improve and do better for our customers. Thank you, -Sucuri

Reply from Sucuri SecurityAug 22, 2022

Hi Paul, Thank you for providing feedback regarding your experience with us. We do sincerely apologize for any confusion or misunderstanding that may have occurred. Our records do indicate that our billing team reached out to you via email but we did not receive a response back from you. The response that was sent to you from our billing team provided you with the information that the account was unable to be closed until the DNS was changed. At this point in time, your site is still pointing to our WAF IP. We would like to help resolve this situation, so please reach out and contact us via our web chat, through the dashboard inbox or emailing us at [email protected]. Thank you, Sucuri

Reply from Sucuri SecurityAug 22, 2022

Hi Lokesh, Our team was created to address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process in accordance to our SLAs. We regret any inconvenience you experienced. We are looking into your ticket and further investigating. We will follow up with you and provide more detailed information in regards to your complaint. Nobody should feel ignored. You can always reach us at [email protected]. Thank you, -Sucuri

Reply from Sucuri SecurityAug 10, 2022

Hi Gracie, Thank you for taking the time to leave a review. Your feedback is valuable. We let Faith (along with her manager) know how satisfied you were with the level of service that she provided in your interaction with her. Hearing that our customers are happy with the service that we provided to them is the best compliment we can hope to get. Thank you for placing your trust in Sucuri for your online security needs. Thank you, -Sucuri

Reply from Sucuri SecurityJul 27, 2022

Hi Manoj, We regret any inconvenience you experienced. Our team was created to address opportunities for improvement as we try to the best of our ability to provide help in every situation and interaction with our customers. Can you please provide us with the email address associated with your account or the website address for us to escalate or further investigate? This will help us to provide more detailed information in regards to your complaint while also giving us insight on prevention steps for the future. You can provide us with the requested information at [email protected] or via this thread. Thank you, -Sucuri

Reply from Sucuri SecurityJul 27, 2022

Hi there, Our team was created to address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process in accordance to our SLAs. We regret any inconvenience you experienced. Can you please provide us with the email address associated with your account or the website address for us to escalate or further investigate? This will help us to provide more detailed information in regards to your complaint. You can provide us with the requested information at [email protected] or via this thread. Thank you, -Sucuri

Reply from Sucuri SecurityJul 27, 2022

Hi there, Thank you for providing feedback regarding your experience with us. We do sincerely apologize for any confusion or misunderstanding that may have occurred. We regret any inconvenience you experienced as our goal is to have our customers interaction with Sucuri be a positive experience each and every time. We have appreciated your business and are always sad to see any of our customers leave and we wish you continued success online. Thank you, -Sucuri