Repairing a Hacked Site

It is extremely important that you keep your site up-to-date, including your 3rd party extensions and plugins. Having older versions of 3rd party extensions/plugins can leave your site vulnerable to hackers and malware. If your site is hacked, our team is here to help. Please review the following options. 

Option 1 - Request a site sanitization from your developer or programmer

If you have a developer or programmer that works on your site, you can request that they go through and remove the hacked/malicious content. Once the developer/programmer is complete, please respond to the appropriate support ticket indicating that the problem is fixed. 

Option 2 - Have CloudAccess.net perform a sanitization 

Our team of talented Programmers and System Administrators are capable of diagnosing and sanitizing your site. The cost for sanitization is dependent on the Service Level Agreement you have purchased with CloudAccess.net (Mini, Standard, Business, VPMC). Sanitizations typically take place within 12 hours after purchase, but can potentially take up to 48 hours. 

Pricing
Business/VPMC Plans: $30
Mini/Standard Plans: $90

Option 3 - Have CloudAccess.net perform emergency sanitization ($250/hr)

If our normal sanitation service timeframe is too long, and you need "right now" assistance with the cleaning of your site, we offer an expedited sanitization service at $250. 

Important: When utilizing Option 2 or 3, in the vast majority of cases, CloudAccess.net team members can bring the site back to its original state prior to the site being hacked. There are however some isolated cases where hackers make such severe modifications to the site, that even after professional sanitation, it may not be identical to the way it was before the hack. 

After the site is fixed

As part of our security measures, we will be changing out all your server login details to this site and removing all super admin users. We will send you a new welcome email with all new login information, if you want other super admin users in Joomla you will have to go back in and add them manually with a secure password. It’s possible that a hack could have stemmed from someone gaining access to the super admin user account. We also highly recommend updating all 3rd party extensions, plugins, and components.