Sucuri SecurityReviews of sucuri.net

Response from Sucuri SecurityJan 24, 2022

Hi Min, We’re very sorry you had this experience. Depending on the level of service purchased, this can result in different SLA response times. There are certain instances where a high volume of tickets can cause a delay outside of the SLA response time, however, but we’d be glad to investigate this further to confirm. Please reach out to us at [email protected] if you can. --- Sucuri (AS)

Response from Sucuri SecurityJan 24, 2022

Hi Sue, We apologize for the inconvenience here. Since our CloudProxy and Remediation teams handle a lot of site-related issues each day in regards to attacks, they’re unable to provide phone support due to the extensive research and time this can take. We do provide phone and chat support, however, and can escalate the ticket to those teams so it’s addressed promptly for you. I hope this clears things up a bit. --- Sucuri (AS)

Response from Sucuri SecurityJan 24, 2022

Hi JL, We’re very sorry for the lackluster service you experienced with us. In cases where our clients are experiencing latency issues such as this, we always recommend having one of our technical analysts investigate this further. They’re able to pull logs and determine which requests are resulting in this while comparing it with requests through the hosting server itself. If you were experiencing any bugs within the dashboard itself, we’d like to report those to our engineers to make sure those are addressed if possible. You’re always welcome to provide us this information at [email protected]. We appreciate your input, and hope this helps clarify our firewall service some more. --- Sucuri (AS)

Response from Sucuri SecurityJan 24, 2022

Hi Peter, We regret you had this experience with our firewall service. We certainly do care when a client is experiencing blocks accessing their sites. Our CloudProxy analysts are able to escalate any complex issues to a higher tier of analysts if needed. However, in most cases, the firewall is only relaying the information received from the origin server, and if that server goes offline or blocks our firewall IPs, we can only relay our logs so it’s addressed with the hosting provider directly. In case of being denied access, there are various firewall signatures we provide a solution for, but the most common one is whitelisting your current IP. We understand these dilemmas can be frustrating, but hope this helps clarify some things. --- Sucuri (AS)

Response from Sucuri SecurityJan 24, 2022

Hi Karan, We appreciate your feedback and we’re very sorry you had this experience. Although our Basic plan includes an SLA response time of 12 hours, waiting for a response for 48 hours from our ticket system should not have been the case. Could you provide us with the email address associated with your account and your invoice number so we can investigate this further? Please reach out to us at [email protected] if you can. --- Sucuri (AS)