Thank you for contacting Media Temple. Please give me a moment to review your details.

11:07:03 Mindy I called Media Temple yesterday and was told that our website was down due to an issue with our theme

11:07:11 Mindy My webmasters looked into the issue

11:07:18 Mindy and said the site was hacked very badly

11:07:25 Ryan Hi there Mindy!

11:07:25 Mindy one of the worst cases they have seen

11:07:32 Ryan Yes hacked sites are very common.

11:07:36 Mindy Now the site is back up but when people open it

11:07:41 Mindy or view it, they get a virus

11:07:59 Ryan Sure, so you’d want to audit the site for malware. Information on doing so can be found here:

11:08:05 Ryan https://mediatemple.net/community/products/grid/204644550/working-with-a-hacked-or-compromised-server and https://mediatemple.net/community/products/grid/204405434/how-to-uncover-malicious-code-malware-files

11:08:13 Ryan If you need professional assistance with that, we have services that may assist you.

11:08:27 Mindy What support if any do you provide to customers?

11:08:35 Mindy I got very little help when I called yesterday

11:08:36 Ryan You can read about our security services here:

11:08:49 Ryan http://mediatemple.net/community/products/dv/204404234/cloudtech-security-pack and http://mediatemple.net/community/products/dv/204404704/cloudtech-on-demand-malware-and-blacklist-removal

11:08:58 Ryan We in support don’t directly assist with security related site issues.

11:09:36 Mindy What do the services cost?

11:10:21 Ryan An on demand site cleaning is $150.00 one time, and the security pack is an automated monitoring and malware removal product that costs $50.00 a month. If the automated scan doesn’t clean the site on that product, a manual cleaning is needed however that incurs a 3 month minimum for the service.

11:10:34 Ryan The links above explain both services.

11:10:52 Mindy okay

11:11:20 Ryan Otherwise you could consider having a security professional, or a trusted service such as Sucuri or Sitelock have a look at the site.

11:11:34 Mindy If I order the $150 service now, how quickly can it happen?

11:11:54 Ryan We don’t have an exact ETA on those services, typically within a few days or less.

11:12:29 Mindy My site was down for over 24 hours because it was badly hacked

11:12:36 Mindy Isn't that a concern for a host provider?

11:12:44 Ryan Yes, this is a common occurrence. Site level security breaches are a daily fact of life in the web hosting industry.

11:12:58 Ryan For information on what we directly support , please see: http://mediatemple.net/legal/statement-of-support/

11:13:40 Mindy Right now, any time someone goes to our website their computer is getting infected with a virus

11:13:43 Ryan In that case you can disable the site while you wait for it to be cleaned.

11:13:46 Ryan Do you need information on disabling the site?

11:13:49 Mindy This needs to be cleaned up asap

11:13:56 Ryan Yes, and we’ve laid out the options for doing so with us.

11:13:59 Mindy What is the best course of action?

11:14:11 Ryan Disabling the site and having it cleaned, either by us, a trusted security professional, or another service.

11:14:11 Mindy Correct but you have also told me it could take a few days

11:14:17 Ryan Yes, that’s true about our offering.

11:14:34 Mindy What does disabling the site mean? Taking it down?

11:14:37 Ryan Disabling the site prevents visitors from accessing it, yes.

11:14:50 Mindy How long could it be down?

11:15:13 Ryan I can’t say for sure because you have many options available to you with regards to cleaning the site and bringing it back in a non infected state.

11:15:32 Mindy I am only aware of the 2 you sent

11:15:33 Ryan I can’t speculate on the time frame that another provider might have on resolving the issue.

11:15:44 Ryan Yes, you could have a security professional or another service like Sucuri or Sitelock clean the site.

11:15:57 Ryan I can’t speculate on every single possibility that exists to have a site cleaned, so I gave you more details on our offering.

11:16:07 Ryan Naturally I’d have no way of knowing what possible time frames exist for services outside of here.\

11:16:09 Ryan *here.

11:16:26 Mindy I am only expecting you to comment on what Media Temple can offer

11:16:29 Ryan Yes, and we’ve gone over that.

11:16:51 Mindy Your company has offered less than satisfactory assistance in the last 24 hours with this emergency

11:17:07 Mindy I don't have any knowledge of computers, websites, and web security

11:17:11 Ryan Thank you, Mindy. I appreciate your feedback. Feel free to leave some information about that for us here: https://mediatemple.net/company/about-us/#contact

11:17:25 Mindy just pointing me to your websites which include language I do not understand is unhelpful

11:17:38 Ryan I’m very sorry, Mindy, I’d be happy to give more information if needed. Do you work with a developer?

11:17:51 Ryan If so, it might be best to gain their assistance in resolving the issue and reviewing the options available to you.

11:20:54 Ryan Once again, my apologies for the inconvenience you’ve experienced here. Are there any other questions I can assist with for now?