Dear Customers,
What happens when a site gets hacked? Well, every website on the Internet is now a potential target for a hacking attack and no one is actually fully protected against a headache of this kind. So if a site gets hacked, it would be unfair to blame the site owner.
Most hosting providers today though, prefer not to engage with hacked sites as this means plenty of troubles for the server, including infected data and excessive server loads. It usually results in the customer becoming a 'persona non grata' whose account is suspended until the issue is solved.
What if the customer is not able to deal with the issue, as is most often the case?
This is where the human side of a technical service comes into play. Experience has taught us that putting more effort into solving an issue means a better pay off than avoiding that extra effort and therefore, letting the customer go risking the chance of him/her never coming back.
When our technical support team receives a report that your site has been hacked, they first try to get in touch with you and to provide advice on how the issue can be solved quickly.
If you are not experienced enough to follow the instructions, our technicians then will take the case in their hands.
Please keep in mind though that providing help with hacked sites is not an official service-level guarantee.
For your reference, we are copying below the instructions our team has prepared for when a hacker hits your site.
instructions from the technical support team
Take your site offline temporarily, at least until you know that you have fixed the issue.
It is a good idea to figure out exactly what the hacker(s) were after.
Kind Regards,
Web Hosting team