Technical Support for VPS, Websites, DNS, Radio Panels, Security Recovery & Migrations

1. Scope of Work

The Security Recovery Service includes a professional audit of the filesystem and database, removal of identified malicious code, and the application of standard security patches such as core software updates. This is a remedial service, not a continuous monitoring subscription.

2. No Guarantee of Future Prevention

While we aim to eliminate all current threats, the Client acknowledges that:

• Vulnerability Re-entry: If the Client continues to use outdated third-party plugins, weak passwords or compromised local devices, the website may be reinfected.
• Zero-Day Exploits: We cannot protect against future vulnerabilities that do not exist at the time of the cleanup.

3. Limitation of Liability

• Data Loss: We perform a backup prior to cleanup; however, if the malware has already corrupted core data, some data loss may be unavoidable. We are not liable for pre-existing corruption.
• Search Engine Blacklisting: We do not guarantee how quickly Google, Bing or McAfee will delist your site from blacklists after cleanup, as this is controlled by third parties.

4. Client Obligations — The “Clean Start” Rule

To validate this service, the Client must complete the following within 24 hours of completion:

• Change all passwords for SSH, FTP, Database, CMS Admin and Email
• Remove any plugins or themes flagged as End of Life or Abandoned
• Ensure all local computers accessing the server are scanned for keyloggers or viruses

5. Warranty Period

We provide a 7-day Clean Check Warranty. If the same malware signature reappears within 7 days of the initial cleanup and the Client has followed all obligations in Section 4, we will perform one additional cleanup at no extra charge. After 7 days, any new infection is treated as a new billable event.