Incident Response
When things go wrong, we respond fast. From malware removal to full hack recovery, our team triages, contains, and resolves incidents with urgency.
Report an IncidentWhat's Included
Complete incident handling from initial triage through resolution and prevention.
24-Hour Response Time
Target initial response within 24 hours of incident report. Critical issues (site down, active breach) are escalated immediately.
Malware Removal
Complete removal of all malicious code, backdoors, and injected scripts with verification that the site is fully clean.
Hack Recovery
Full site restoration from clean backups when necessary, including database cleanup and file integrity verification.
Forensic Analysis
Determine how the breach occurred, what was compromised, and the full scope of impact through log analysis and file inspection.
Prevention Measures
After remediation, we implement hardening measures to close the attack vector and prevent the same type of incident from recurring.
Status Communication
Regular updates throughout the incident lifecycle so you always know the current status, next steps, and estimated resolution time.
Transparent Pricing
Fast, professional incident response at a fair price.
Bug Fix / Incident Response
Base rate for bug fixes and standard incident triage. Complex incidents (active breaches, multi-site compromise) are quoted based on scope after initial assessment.
- 24-hour target response
- Root cause analysis
- Fix implementation and verification
- Prevention recommendations
Our Process
A proven incident response methodology that minimizes damage and restores service quickly.
Triage
Assess the severity and scope of the incident. Determine what is affected and prioritize the response accordingly.
Contain
Isolate the threat to prevent further damage. This may include temporarily restricting access or quarantining affected files.
Remediate
Remove the threat, restore from clean state, patch vulnerabilities, and verify the environment is secure.
Report
Deliver detailed incident report with timeline, root cause, actions taken, and recommendations to prevent recurrence.
Frequently Asked Questions
What is your response time for critical incidents?
We target initial response within 24 hours for standard issues. Critical incidents (site completely down, active data breach, ransomware) are treated as emergencies with response beginning within 1-4 hours depending on your service plan. Managed plan clients receive priority escalation.
What counts as an incident?
An incident is any unplanned event affecting your website or infrastructure. This includes: site outages, malware infections, defacement, unauthorized access, database corruption, SSL failures, email delivery failure, performance degradation, or any other issue impacting your online business operations.
Is prevention included after an incident?
Yes. Every incident response includes basic hardening to close the specific vulnerability that was exploited. For comprehensive security hardening (WAF, monitoring, full audit), we recommend our WordPress Security service as a follow-up to ensure complete protection.
How do you communicate during an active incident?
We provide regular status updates via your preferred channel (email, Slack, or phone). For critical incidents, we send updates every 30-60 minutes with current status, actions being taken, and estimated time to resolution. You will never be left wondering what is happening.
What if the incident is complex and exceeds the base rate?
For complex incidents (multi-site breaches, extensive malware networks, data recovery), we provide a scope assessment and quote after initial triage. We will never proceed with additional billable work without your explicit approval. Managed plan clients have incident response included in their monthly service.
Need Help Right Now?
If your site is compromised or experiencing issues, contact us immediately. The sooner we start, the less damage occurs.
Get Emergency Help