SiteLock Uses Harmless Activity on Website as a Reason to Try to Sell Unneeded Malware Removal to One of Their Customers

When you have a malware infected or otherwise hacked website it can make a lot of sense to hire someone with expertise in handling the cleanup of them to do that for you. Beyond that they would have the knowledge to quickly resolve the issue for you, where we have seen the value of doing that for our clients is that they often can use help understanding what is going on. Often times they are concerned about things that they don’t need to be and we can easily clear things up for them.

Unfortunately, far too often they are concerned about things due to misleading or outright false information being put out by other security companies. That then leads in to the big problem when it comes trying to hire an individual or a company for any type of security service, many of them really don’t know and or care much about security. On top of that there doesn’t appear to be good way to find one that isn’t true about, since these companies don’t seem to have a problem with lying and reviews of them come from customers who often are unlikely to have a good sense of the quality of the service they have gotten since they don’t have the expertise needed to determine that (we have had people saying another company did a good job even after they have hired us to re-do work that wasn’t done right by that company).

We recently had someone that came to us that believed there website had a re-occurrence of a malware issue and were looking for an alternative to the company they were already paying to secure their website, SiteLock, to do deal with it. That was in part because SiteLock had not detected any issue they had noticed.

The first thing we always do when someone comes us to about dealing with a malware infected or otherwise hacked website is to determine that it is in fact hacked. In this situation the belief that the website was infected with malware was based on some things the website’s owner had seen in the log file of HTTP activity. In reviewing those we found that those things were harmless. There were several request for spammy URLs, but the status code of the responses was 404, which indicates that a page with that URL did not exist. The other concerns related to request coming from a Russian search engine and requests coming from the file that does cron jobs for WordPress. Other checks should no current issue with the website.

SiteLock had given them a very different response when they had brought up what the customer had seen the log. SiteLock didn’t address the specifics that were raised and seemed to just assume that the website infected. They implied that the infection coincided with the SiteLock’s web application firewall (WAF) service that was in use being downgraded from “Enterprise level” to the “Premium level” (contrary to SiteLock’s marketing that service is actually provide by another company). To resolve the issue they suggested upgrading the WAF back to “Enterprise level” and having their “Expert Services” clean it up.

If all that were true it would seem to be reasonable to ask why they offer the “Premium level” WAF that permitted the website to get infected. You might also ask why you should pay more to clean up a website when the service you already paying to protect didn’t actual accomplish that.

While it is possible that SiteLock assumption that the website was infected and recommending that more money being spent with them was based on them not understanding that you should determine that a website was hacked before trying to clean it up, everything we have seen points to something else. That being that from everything we have heard and seen when you get in touch with SiteLock you are usually going to interact with commissioned sales person. It wouldn’t be surprising that a person that is not a tech and are getting paid if they can sell you something, would instead of determining that there wasn’t any issue, try to sell this person on an additional service and to a more expensive version of an existing service. It also would be in line with what have heard in numerous other instances when SiteLock failed to provide protection, that the answer was to move to a more expensive service.

A Better Alternative to SiteLock For Cleaning Up a Hacked Website
If your web host is pushing you to hire SiteLock to clean up a hacked website, we provide a better alternative, where we actually properly clean up the website if it is truly hacked or if isn't we will help you to get the issue resolved for free.

Before you do anything else though, you should check out our post on what you should know when you get contacted by or about SiteLock.

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