Hacked site fix guarantee

If your WordPress site gets infected with malicious code while hosted on Templ, we help you fix it for free. We offer a best-effort remediation: an attempt to remove malicious code and restore the website to a clean state.

The guarantee applies to paid production websites. It does not apply to development or staging websites.

If you suspect your site has been hacked, contact support right away.

What we monitor

As part of our continuous monitoring, two checks are especially relevant to infections:

Uptime checks. In rare cases, downtime turns out to be caused by an infection.
Core file integrity. We regularly verify your WordPress core files against the official WordPress.org checksums, which detects modified or removed core files and unexpected extra files. It does not cover themes, plugins, or uploads, so infections confined to those can go unnoticed.

A core file integrity flag doesn't automatically mean your site is infected - it can also be a harmless leftover from an older WordPress version, or a change made directly to core that should have been a plugin. A member of our team reviews each flag before taking action.

What happens when an infection is detected

When we confirm an infection, we perform a best-effort cleanup. At a minimum we take the steps below, and we do more when the situation requires it. For a plain-language walkthrough of the signs of an infection and the steps involved, see Hacked or infected website.

Password protect the site to prevent the infection from spreading further.
Attempt to trace how the infection happened.
Move all verified infected files to a safe quarantine directory.
Run checksum verification of WordPress core files.
Reset passwords for all administrators and verify that no new administrator accounts have been added.
Regenerate the salts in wp-config.php to log out every active session, including the attacker's. See which passwords to change after an infection for the full list, and why the database password isn't part of it.
Lift the password protection and notify you (or your agency).

Limitations

After a cleanup, we send you recommendations for how to strengthen your site's security. The guarantee does not cover subsequent infections affecting the same website if those recommendations have not been implemented. See preventing future infections for the steps we recommend.