All services are fully managed. We receive all email notifications and respond to any minor actions needed on your behalf. We receive daily monitoring reports, activity notifications, software update reports and notification of any malicious activity. You only become involved if there is an actual security breach or infection.

We charge standard rates in the event a site becomes infected and requires removal efforts beyond that which is available within the monitoring software, or if a site needs to be taken offline and restored from a backup.

None. There is no such thing as a fail-safe system. Even the largest companies with unlimited resources are not operating 100% risk free.

We offer no-questions-asked refunds to all customers if we find our software is incompatible in some way with your website. Otherwise we do not offer refunds on work undertaken and software installed.

Yes, generally. The problem with Hosting company backups is that they generally only keep one file backed up and it is overwritten daily. When your website becomes infected it can take days, sometimes a week or more for the infection to become apparent. By that time your Hosting company has already overwritten your clean website copy with the infected copy, so your backup files are worthless.

You are then faced with the prospect of rebuilding your website from scratch or having to revert back to an ancient copy of your website which does not reflect the latest changes, pages, blogs, orders etc.

Have a read of this blog to understand more of what’s involved in recovering a hacked WordPress website.

Without a 3-file daily backup system and file monitoring, you could lose everything. As explained, most Hosting company backup services only keep one backup file which is overwritten daily. If the infection isn’t discovered immediately then the clean backup is overwritten with the infected files and your website is essentially gone.

Even with our system there is a potential loss of some data, if your website is a blog, forum or eCommerce site. If your site becomes infected when protected with our full system, we need to find out when the infection occurred then locate the most recent backup made just prior to the infection. Usually we can catch the infection immediately and at most you may lose a day of recent activity on your website. However in some cases it may be a week or even a month’s worth of data which is lost.

If you’ve subscribed to our Platinum Service the first step is to identify an infection and our software will notify us directly via email if any such event occurs. The next step is to take your site offline to prevent infections to visitors’ operating system and prevent blacklisting of your website.

Then we examine backup files and find the most recent clean version. We then install the backup files, overwriting old and infected files. Generally this process should take no longer than two days, sometimes less, sometimes more, depending on the severity of the hack.

At this time, we do not.

Connect Online Services accept no liability whatsoever in the event a website is hacked. We are not in the business of providing guarantees on software services where there is no reasonable way to expect a 100% risk-free situation.

We will always do everything we can to ensure that recovery services are provided promptly and efficiently and at a reasonable hourly rate, but we are not liable for down-time and any loss of revenue, damage to visitors’ operating systems or any other financial consequence of a website being hacked and/or infected.