Sucuri Security Reviews 

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.

Worst company i've worked with in 20 years. Horrible customer service, unresponsive, useless servce.

We got them due to inmotion promoting, really really slow. There is no response to phone, there is no chat. Its only by ticket, whether you raise an urgent hack or a simple account issue- the response is the same below. After many hours, days, nothing moves
Robert O. : Just a quick update to let you know that your case has been assigned to one of our analysts. We will have more information for you shortly.

If you website is down you can expect endless hours of waiting for a ticket to get an answer. In the last few years they have gone from ok to the worst.

A waste of time and money. You pay for someone to monitor your site or at least cleanup any malware when the notification alerts come through. You have to Request a New Ticket each time it happens. They do not monitor it for you and get onto it straight away. It has cost me more time (which is income) wasted sending them complaints and questions; they are recommended by SiteGround - bad choice I'm sorry! The only way I could clear up all the malware (even when Sucuri unsuccessfully removed) was to retrieve from old backups. Then got more Malware on the clean site I retrieved from backup. Just went round and round and round and round with Sucuri! Would cause anyone to get mental stress, fatigue or want to take up smoking or drinking.

Slowly leaving SiteGround and now Sucuri unfortunately.

I have been using Sucuri's Website Sucuri platform for over a year and so far everything is running great. I had minor issues in the first couple of months in regards to setting up their bypass prevention method. Since I use a server for caching over my main web server it acts as a reverse proxy so implementing the bypass prevention the traditional way was not working.

After contacting Sucuri, they advised me of another way which restricted HTTP/HTTPS ports to only the Firewall IPs. They offered to do it for me but I went ahead and did it myself (On a VPS, this can not be done on shared servers).

The support has been great. However, the response time is slow. It can take up to 24hrs+ and multiple people handle the issue. Hopefully, that issue can be addressed to where the response time is cut down and a dedicated person who accepts the issue stays on that issue until resolved.

I paid and placed an order to fix my hacked website. They only got an bot response. After 6 hrs, no update. Until I ask refund, someone answer me said will be followed by a senior analyst which means that I still have to wait. I mentioned it is unusual to wait 6 hrs as they claim that is 24/7 service. They advised me that the basic plan has wait unless it is served by business plan. It is a trap.

Was considering Sucuri, and I got onto chat and spoke with the rep. Man, I'm not even a customer yet, and he was totally rude. It kinda freaked me out. So then I called their number as I was curious if I could get a human on the phone (knowing that this is as good as it'll ever get)... The navigation provided the option to dial zero for "everything else," but once I did, another recording told me that was an invalid entry. Yeah, definitely not going with this company.

Our website was attacked with malware and blacklisted and although we would show Sucuri all the details of both, they claimed that our site was fine. You could not even access our site and they keep on claiming it was fine. The solution they gave us was to cancel the service we had with them without receiving any refund for the unused portion.

Update (****)

Support response has drastically improved now.

Update 1 Month later. (***)

Haven't had any issues after the SSL installation. The support team helps you out, but need to be patient as they take time to response.

Within a Week of getting the plugin (*)

Its been a couple of days since I subscribed for a pro plan, and still haven't received a response from support team. I contacted the sales team via live chat and this is the response i got from them :-

"Response time on tickets is only guaranteed under the Business plan - The SLA for responses on the Business plan is up to 6 hours. Basic and PRO plans do not have a guaranteed SLA."

This is something they don't mention explicitly on the pricing page.

Absolutely horrible support. DO NO USE THIS COMPANY. They only communicate technical support through support tickets and you never actually talk to anyone. I had to submit a support ticket when my website was down and my website was only back up and running 4 days later after I cancelled sucuri and had them completely remove their service. This is probably the worst customer service I have encountered.

Absolutely useless. In the three years we used them we never spoke to anyone and had to always wait 1-5 days for a response once we have made a support request. The request ends up being dealt with by multiple people who don’t know what they’re doing.
Have now cancelled subscription then they blocked my account before advising if they had moved details over as requested. DO NOT USE THIS COMPANY.

In the years since I've paid for Sucuri on multiple sites, I've never had a security issue BUT in transferring my domain to a new hosting co. malicious redirects were installed on my site. It has been SIX days and Sucuri has failed to adequately respond to the issue and remove them as requested repeatedly. This is not the service they advertise or promise. The time you really need your website security team is when something goes wrong, and in this instance, they've failed to provide assistance. I shouldn't have to provide access information FIVE times, plead with techs to answer my tickets in a timely manner and/or insist they remove redirects GT Metrix lists (but they can't seem to find). VERY disappointed.

Sucuri have really helped erased all problems I had with hackers on my website. Very responsive, trustworthy and easy to deal with. I will be continuing to use their services. Happy to recommend.

Their support is very very bad. We have paid $500+ to them and when we asked help from support. First thing is they respond very late and it take 15+ hours to get response. Second thing is when you get response that response will only contain the answer of their choice whatever you asked they don't care. They will not serve the query correctly and skip your question (most of it).

Moreover, if you use the chat box icon given on the website. They'll not even care and while you are talking to them they'll say okay good bye and they'll not reply at all. Like what the hell it is?

Just totally waste of money.