I chose Sucuri because they came recommended by our host, I should've looked them up first. The wait time to get a response is ridiculous, it took a full day for my case to get assigned, then only hea... See more
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See what reviewers are saying
4 sites offline all day, support tickets ignored. Live chat useless. Sites are down because they’re unsecure as your SSL has expired. Same thing has happened multiple times over the last 18 months. Ap... See more
It works well when everything is going smoothly, but don't expect the support they advertise when something goes wrong. It's really sad that support is there to help onboard you and then disappears a... See more
Terrible support! I wish I saw the reviews before subscribing. It's been a complete and total waste of time. I signed up for their Pro plan yesterday (over 24hrs) and according to their website,... See more
Company details
- Security Service
- also in
- Business and IT Consulting Agency
- Business to Business Service
- Software Company
- Software Vendor
About Sucuri Security
Written by the company
Established in 2008 and now part of the GoDaddy family, Sucuri was founded to build the most effective and affordable technology and services for website security and performance. All Sucuri products and services come backed by support from website security professionals available 24/7. Sucuri is also highly regarded for producing some of the most concise educational website security resources available today.
Discover website security:
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Contact info
United States
- 1–888–873–0817
- info@sucuri.net
- sucuri.net
1.6
Bad
173 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Avoid at all costs
Avoid, its as simple as that. They terminated my "website security" account without any notice whatsoever, thus causing my website to be down for 24 hours whilst I moved to Cloudflare. I HAD TO CONTACT THEM TO GET A REASON WHY [the reason is invalid]. So far its 24 hours and I have only had 3 replies to a ticket, with each reply taking 8 hours despite me replying instantly. If you value your business, do NOT use Sucuri, do you really want to entrust your website uptime to a company who will disable it without any notice or reason?
August 22, 2022
Unprompted review
Reply from Sucuri Security
Hi there,
While we cannot go into detail here, we are sorry that you violated our terms of service. You should have received an email stating such. Please note our ToS can be found here https://sucuri.net/terms/. In the ToS email that is sent, information is provided telling you how to change your A record back to your host. We apologize for the downtime of your site; however you did agree to the ToS upon sign up and stated that the site was not breaching it in anyway. Subsequently because you did break ToS, it forced us to remove the site from our servers as soon as that ToS breach was discovered.
Thank you,
-Sucuri
Horrible experience with Sucuri. Bordering Scam! Terrible support. Broke my website.
Bad and too slow support. The average response time is 12 hours.
Technicians are not knowledgeable and they are changing all the time. It is impossible to follow up properly.
Chat function: useless. I opened chat 3-4 times, and all they said was that I should reply to the ticket and I will be responded. They did not prioritize the ticket or something like that.
I could not get a refund in full, although on the website, it says "30 days free trial". They said if I ask for malware removal once, I lose $100 worth of refund. But this is nowhere mentioned, and one of the first things they do is repeatedly ask you to do a malware scan. Since I had no idea about the refund, I asked for it. My website was not hacked, and I did not really need to do it. So this is the part where you really feel like you are scammed.
They strongly recommend using their CDN, which has only a handful of global data servers. If I kept using Cloudflare CDN, there would be speed issues. So I felt like I had to do it. I am not sure if I was satisfied with it.
Upon my request to revert the changes and turn off their CDN and WAF, they immediately closed my account; without my confirmation, I had to request to re-open my account to be able to ask for technical support and delete all the files they placed on my website.
Even after so, we still keep discovering some messed-up security modes that keep showing 404 errors to my users.
The website had "0" sale days on the 7 out of 21 days Sucuri was active. The other days the sales are also very low too.
Long story short, they damaged my business; you must avoid it big time.
August 18, 2022
Unprompted review
Reply from Sucuri Security
Hi Cemal,
We regret any inconvenience you experienced. Our records do indicate that your plan was the client basic account so twelve hours is within our stated SLAs. However, our team was created to address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process in accordance to our SLAs.
In reviewing your account, we could have done a better job providing you with assistance and support. We do sincerely apologize for any confusion or misunderstanding that may have occurred. We regret any inconvenience you experienced as our goal is to have our customers interaction with Sucuri be a positive experience each and every time.
Thank you for taking the time to provide your feedback as we can take this as an opportunity to improve and do better for our customers.
Thank you,
-Sucuri
Sucuri is a terrible company to work…
Sucuri is a terrible company to work with. If you don't allow a automatic renewal they will do it anyway. Then they will leave their software on your website and URL freezing your account so you can't have your developer of host make changes. I found out they are owned by GO Daddy and I can see where they get their business attitude from.
August 17, 2022
Unprompted review
Reply from Sucuri Security
Hi Paul,
Thank you for providing feedback regarding your experience with us.
We do sincerely apologize for any confusion or misunderstanding that may have occurred. Our records do indicate that our billing team reached out to you via email but we did not receive a response back from you. The response that was sent to you from our billing team provided you with the information that the account was unable to be closed until the DNS was changed. At this point in time, your site is still pointing to our WAF IP.
We would like to help resolve this situation, so please reach out and contact us via our web chat, through the dashboard inbox or emailing us at feedback@sucuri.net.
Thank you,
Sucuri
Our website got affected by a malware…
Our website got affected by a malware attack, I raised a ticket now more than 24 hours gone you haven't solved the issue.
Your response time is also very slow, You replied to me after 9 hours. We are losing our potential customers from yesterday.
This is my Ticket ID: 16606368701199, pls look into this asap.
August 17, 2022
Unprompted review
Reply from Sucuri Security
Hi Lokesh,
Our team was created to address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process in accordance to our SLAs.
We regret any inconvenience you experienced. We are looking into your ticket and further investigating. We will follow up with you and provide more detailed information in regards to your complaint. Nobody should feel ignored. You can always reach us at feedback@sucuri.net.
Thank you,
-Sucuri
Faith and the team were great to work…
Faith and the team were great to work with! We had a lot of websites to get the firewall added to and they made it very simple.
August 8, 2022
Reply from Sucuri Security
Hi Gracie,
Thank you for taking the time to leave a review. Your feedback is valuable. We let Faith (along with her manager) know how satisfied you were with the level of service that she provided in your interaction with her. Hearing that our customers are happy with the service that we provided to them is the best compliment we can hope to get. Thank you for placing your trust in Sucuri for your online security needs.
Thank you,
-Sucuri
My website showing errors
My website showing errors
and no one helping me very very bad service please don't use it.
July 23, 2022
Unprompted review
Reply from Sucuri Security
Hi Manoj,
We regret any inconvenience you experienced. Our team was created to address opportunities for improvement as we try to the best of our ability to provide help in every situation and interaction with our customers.
Can you please provide us with the email address associated with your account or the website address for us to escalate or further investigate? This will help us to provide more detailed information in regards to your complaint while also giving us insight on prevention steps for the future. You can provide us with the requested information at feedback@sucuri.net or via this thread.
Thank you,
-Sucuri
Scam software - don't install it
Purchased and implemented via GoDaddy and when it was decided to not renew Sucuri decided to prevent access to my website. Thought it was a scam, but apparently their software has to be removed manually. GoDaddy did remove it upon request only.
July 20, 2022
Unprompted review
Reply from Sucuri Security
Hi there,
Thank you for providing feedback regarding your experience with us. We do sincerely apologize for any confusion or misunderstanding that may have occurred.
We regret any inconvenience you experienced as our goal is to have our customers interaction with Sucuri be a positive experience each and every time.
We have appreciated your business and are always sad to see any of our customers leave and we wish you continued success online.
Thank you,
-Sucuri
I am very disapointed
I contacted Sucuri support for my personal data usage in the websites who they give hosting to
But I receieved only automatic emails nothing else
I am very disapointed in them
June 1, 2022
Unprompted review
Reply from Sucuri Security
Hi Elena,
Thank you for providing feedback regarding your experience with us.
We do sincerely apologize for any confusion or misunderstanding that may have occurred. Our records do indicate that our abuse team reached out to you via email but we did not receive a response back from you. The response that was sent to you from our abuse team confirmed that the site in question was no longer a Sucuri customer and that we have no control or authority over the content published on the site. Our abuse team provided the contact email address for the site in question if you decided to pursue the matter further.
We try to the best of our ability to provide help in every situation and interaction with our customers. You can always contact us further via our web chat, through the dashboard inbox or emailing us at feedback@sucuri.net.
Thank you,
Sucuri
Slow customer support and bad UI
I regretfully only saw the current rating of sucuri on this site after I had purchased a plan and I can understand why.
Ticket support response is very slow, ranging from 2 hrs to more than 8 hours, which is odd considering their 24/7, 7 days a week service.
The UI is also weird. If you have an option to activate the dns manager, you should have an option to disable it, but instead, you have to send in ticket support to disable it so now you have to wait until they disable it for any problems to be resolved. Same goes for SSL certificate. You can add it but you can't delete it.
My suggestion is that if you cannot provide the actual quick 24/7 service you say you provide, please make it so that clients can have a little more control on their backend so we are not left waiting in the dark for problems to be resolved. Also, please improve ticket response time or better yet, live chat support.
April 30, 2022
Unprompted review
Reply from Sucuri Security
Hi Anne,
We regret any inconvenience you experienced. Our team was created to address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process in accordance to our SLAs.
Can you please provide us with the email address associated with your account or the website address for us to further investigate? This will help us to provide more detailed information in regards to your complaint. You can provide us with the requested information at feedback@sucuri.net or via this thread.
Thank you,
-Sucuri
Reply from Sucuri Security
Hi there,
Hearing that our customers are happy with the service that we provided to them is the best compliment we can hope to get. Thank you for taking the time to leave such a positive review; we most definitely appreciate it!
Thank you,
-Sucuri
The best support!
April 18, 2022
Unprompted review
Reply from Sucuri Security
Hi Fred,
Your feedback is sincerely appreciated and we appreciate you taking the time to leave a review. Knowing that our customers are confident in their choice to place their trust in Sucuri for their online security needs puts a huge smile on our faces.
Thank you,
-Sucuri
No technical support and useless…
No technical support and useless copy-and-paste replies. This service is riddled with technical glitches and the website scanning does not work. It does not scan my website. There are too many blockages and API issues and the whole thing is a huge mess and the support agents do not have the answers. Not recommended at all.
April 9, 2022
Unprompted review
Reply from Sucuri Security
Hi Robert,
We regret any inconvenience you experienced. Our team was created to address opportunities for improvement as we try to the best of our ability to provide help in every situation and interaction with our customers.
Can you please provide us with the email address associated with your account or the website address for us to escalate or further investigate? This will help us to provide more detailed information in regards to your complaint while also giving us insight on prevention steps for the future. You can provide us with the requested information at feedback@sucuri.net or via this thread.
Thank you,
-Sucuri
Saved me many times!
I have used this company for YEARS and I work with tons of different sites and they have saved us so many times. 98% of the time they respond quickly and if there are any infections or malware it's cleaned up in no time. I actually submitted a ticket today and the response was so quick I stopped and thought about how many times this company has saved me time by stepping in to deal with these issues, I decided to come here and write a review. Recommend!
April 1, 2022
Unprompted review
Reply from Sucuri Security
Hi Kam,
Thank you for taking the time to leave such a positive review. We truly appreciate it. Knowing that our customers are happy with our service means a lot to us. Thank you for placing your trust in Sucuri for your online security needs. Wishing you continued success online!
Thank you,
Sucuri
Reply from Sucuri Security
Hi Howard,
We appreciate you taking the time to leave such a positive review. Knowing that our customers are happy with our service is very important to us. Thank you for placing your trust in Sucuri for your online security needs.
Thank you,
Sucuri
Not the best...
Dealing with repeated hacking over several years. Tickets are generally very slow to progress as they will always start with level 1 technicians, who will send a boilerplate reply, perform an automated scan/malware cleanup (which may empty files important for your website without testing it doesn't break the site), then send another boilerplate response. It will take days, weeks, or months to get a resolution as you will sometimes be put up to the senior technicians (the ones who are actually professional security experts), but then put back down to one of the boilerplate replies when the issue happens again.
At one point, our site was hacked for 3 to 4 weeks straight, which is why I said "months". And repeatedly the issue has occured over years.
Many attackers will just go ahead and re-infect the site over and over again. Obviously if they were able to upload malware once and there are no changes blocking this access point, they'll just upload it again.
With their competitor SiteGuarding (premium plan with the premium ticket time which is I think 3 - 6 hours?), I sent a ticket and within less than an hour got a response informing me of the IP address of the attacker, the email they used to log into our site, and the files they had uploaded. A block was put on both the IP address and the email, and alterations made to the firewall to shut down that access point. LOL. If we sent this ticket to Sucuri it would be boilerplates and fail for days until a senior tech checks, but then the senior tech informs you they don't perform forensics to determine how an attack is happening, and they can't do anything but remove the backdoors etc. which as said means that the attacker can just get back in repeatedly.
In most cases, our web host was able to resolve a hack long before Sucuri.
The Sucuri scanner is decent. When it flags malware it does not automatically create a ticket though, you have to do that yourself. Their actual technicians who you are eventually escalated to (usually only after days of your site being hacked) are knowledgable and competent, but as said the scope of Sucuri will not capture the method of attack so they can only hunt down and remove obscure backdoors.
February 25, 2022
Unprompted review
Reply from Sucuri Security
Hi Calum,
Thank you for providing feedback regarding your experience with us. Our plans do not include root cause analysis; therefore forensics is out of scope.
We do sincerely apologize for any confusion or misunderstanding that may have occurred. Our records do indicate that support reached out to you via email but we did not receive a response back from you. We regret any inconvenience you experienced as our goal is to have our customers interaction with Sucuri be a positive experience.
You can always contact us further via our web chat, through the dashboard inbox or emailing us at feedback@sucuri.net.
We would not like to see you leave, please reach out to our team, we can work this together.
Thank you,
Sucuri
Very happy with the support received…
Very happy with the support received from Sucuri Security when our website was affected by Malware. They fixed the issue within a few hours and completed the setup to reduce the risks of future attacks. If you want your website to be found by customers it will at some point encounter Malware, so don't risk not having adequate security on your website. The free versions (from other suppliers) just didn't do the job for us. The peace of mind the extra security provides us is worth the price.
Michael Patterson
Director of Patterson Hall Chartered Accountants
February 23, 2022
Reply from Sucuri Security
Hi Michael,
Thank you for taking the time to leave feedback as we greatly value hearing how our customers feel about the service and support that we provided to them. Knowing that our customers are confident in their choice to place their trust in Sucuri for their online security needs puts a huge smile on our faces. Wishing you continued success online!
Thank you,
-Sucuri
Make your life easier
Impeccable speed on tickets, it's safe to say these guys just might be the best in the biz.
February 15, 2022
Unprompted review
Reply from Sucuri Security
Hi Jesse,
WOW! Thank you for providing your feedback regarding your interaction with us. Hearing this from our customers puts a smile on our faces. Your feedback is genuinely appreciated.
Thank you,
-Sucuri
Great experience
Great experience, fast and knowledgeable response to any issues. Easily recommend, and a no brainer for future projects.
February 15, 2022
Unprompted review
Reply from Sucuri Security
Hi Gabe,
Thank you for taking the time to leave feedback as we greatly value hearing how our customers feel about the service and support that we provided to them. There is no better compliment than to hear our customers would happily recommend us in the future.
Thank you,
-Sucuri
A great business decision
Six months ago, my dedicated server was brought to its knees by an aggressive malware attack.
I contacted Sucuri on a Sunday morning to see how they could help. My account was live that day and the Tech Support Team began configuring and cleaning my sites.
They thoroughly removed the malware from each of my sites then advised me on what I needed to do to improve security and performance. If I didn`t know how to do something, then coached me through it. Their online Tech Support is prompt, friendly and really know what they are doing.
Since then, we have been malware free, uptime of 100% and overall site performance is up.
Using the Sucuri Monitoring, Firewall and CDN service has been a great business decision for my company and clients.
February 15, 2022
Reply from Sucuri Security
Hi there,
Thank you for placing your trust in Sucuri to keep your website protected. Your feedback is sincerely valued and we appreciate you taking the time to leave a review.
Wishing you continued success online!
Thank you,
-Sucuri
Reply from Sucuri Security
Hi there,
Thank you for taking the time to leave a review. Your feedback is valuable to us. We’re a team that was recently created to receive and address opportunities for improvement; such as working on ways to keep customers more informed during the cleanup process. Your business is truly appreciated and your feedback helps us be better.
Thank you,
-Sucuri
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