Sucuri SecurityReviews of sucuri.net

I’m a real estate agent in Toronto and I use a lot of services for my business, including some legacy software and never have I ever had such a horrible experience with a service provider until Sucuri. I’ve had my website flagged and taken down because of malware on Saturday. 3 hours later, as recommended to me by my hosting provider, I signed up for Sucuri with the sole purpose of getting my website cleaned. Having it done asap was imperative because every day I have prospects visiting my website and if I lose even 1 prospect, that’s tens of thousands of dollars in commission. So before signing up for their service, I chatted with their rep on the website. He said that it’s hard to give a timeline but most malware issues get resolved within 24-48 hours. So I signed up. On Monday, at 2am my time, a support rep got back to me and informed me that they can’t login to the website and they asked that I create a connection for them. Their instructions were so limited, I had to reach out to their rep on the chat to clarify and then sent them the info they asked for. It took the same support rep till the next morning (at 1am) to get back to me and tell me that the connection I set up is wrong and provided 0 guidance on how to fix that. I’m sure it’s going to take them another day to get back to me. So the main reasons I would advise against using: terrible support (chat option is only on the website some of the time; response via email or account takes 24-hours; poor communication when it comes to instructions, considering that some of their clients are not technical people like me). Tomorrow will be day 5 since I’ve requested to clean my website. If they don’t fix it tomorrow, I’m going to sign up for Astra; I’ll be double-paying but at least maybe they’ll be able to fix the issue.

Sucuri is not cheap - part of the service is an SSL certificate. Be warned - 75% of the time they do NOT auto renew. What happens then? Your website becomes inaccessible and goes offline. But surely there's some sort of notification to warn you or warn the Sucuri Support internally you may ask? Well no there's not. The only time you'll realise this has happened is if you're lucky enough for a customer to let you know or you're regularly checking your website every day to see if it's become unsecured. If like me you value your time and don't do this or wish to pay additional for an uptime monitor (which Sucuri is supposed to do with the firewall anyway), then your website (or your client's websites) will go offline for potentially months. The effect of this on a high traffic site is severe - it can cost thousands in lost traffic and rankings on Google. When it goes offline, you have to submit a ticket for them to manually renew which in our experience can be at least 24 hours longer with your site offline. When questioning support about this, even the support rep agreed it's ridiculous and that this shouldn't be happening. Strangely enough this has happened since Godaddy has taken over, no surprise the service has gone downhill since then. Avoid using Sucuri and find an alternative who value your website actually being online!!

Customer service is great! Hopefully they can keep this up. The previous reviews have been 1 stars, so I hope they've changed since then. From what I'm experiencing so far, it looks to me like they have! Hoping that their WAF/DDoS protection lives up to a good standard. Have been with them currently for ~2 weeks [just edited the review!] Great protection so far

This company just suspended our account without any further notice! without even giving a change for 24h to move away DO NOT TRY, they are just a group of amateurs stay away!!

Terrible. They have broke the website when I gave them the credentials to fix it. - They don't have a customer service phone line. - Their live chat is off. - And it's over 27 hours I have opened a ticket and no one have even recognized it. We are paying $1,000 per month to these people and there is no one to talk to. We have lost over $15,000 in business due to their mistakes. And again there is no one to answer you. We are already researching alternatives.

They used to be fantastic, now we are dropping them and shopping for another security service because the customer service is horrible. Their automatic scans revealed we had been hacked over a day ago and we received email to let us know - so their firewall let hackers in. Problem has not been resolved and worse, they don't even reply to my requests for progress reports. Stay well away from this service.

Sucuri has some of the worst customer service I've ever seen! Our website has been down for nearly 5 days with no tech support in sight. I've submitted 5 tickets and they still won't answer. Absolute joke.

Like most people I rely on services provided by companies like Sucuri to keep my websites online so my business operates as normal. Recently, one of websites became infected and I naturally assumed that Sucuri would hunt down the problem and allow my website to unblocked by Google and my host, Siteground. The only "service" I was offered was to upgrade my account for a faster service and to purchase their Firewall product. This company is an absolute disgrace. Their idea of customer service is to extort more money from their clients before they will fix any problems. If you are like me and run a small business I strongly suggest you avoid this company like the plague otherwise, and I am sure, they will try the same extortion tactics on you too.