FAQ
Hacker Cleanup is a specialized small business with a mission to assist individuals who have recently been hacked, scammed, infected by malware, or otherwise defrauded. Our experienced team is dedicated to restoring your trust in your computer through expert breach remediation services, specifically designed for residential (non-commercial) customers. With our extensive experience and commitment to excellence, we ensure your digital safety and peace of mind.
At Hacker Cleanup, we follow a thorough and meticulous process to ensure your digital safety and peace of mind. Here’s how our service works:
Initial Contact
Customers can reach out to us via phone, email, or our website form. Additionally, you can schedule an appointment online to meet with us in person. Our team is readily available to assist you through your preferred method of communication.
Assessment
Once we make contact, we conduct an in-depth assessment to understand the nature of the threat. We ask a series of questions to determine:
- The likely starting point of the threat.
- The severity, capability, and intent of the threat actor.
- The duration of the threat’s presence on your device.
This thorough assessment allows us to tailor our remediation approach to effectively address your specific issue.
Remediation Process
After the assessment, we take physical possession of your device to ensure a secure and comprehensive cleanup. Our remediation process includes:
- Manual Threat Extraction: We meticulously extract all notable threats from your device.
- Software-Based Detection and Removal: We follow up with multiple sophisticated software tools to detect and remove any lingering threats.
Our approach combines manual expertise with advanced technology to ensure your device is thoroughly cleaned and secured.
Follow-Up
While we do not offer direct follow-up services, we are available to assist with updates to anti-virus programs purchased from us. Currently, we recommend MalwareBytes Premium for continuous monitoring to provide ongoing protection against threats. In the future, we plan to offer additional continuous monitoring services such as Huntress or Sentinel One.
Customer Support
Our commitment to your digital safety extends beyond the remediation process. Customers can contact us via phone, email, or in-person discussions to address any issues or concerns both during and after the remediation process. We are here to support you every step of the way.
At Hacker Cleanup, we handle a wide range of cybersecurity threats to ensure your digital safety and peace of mind. Here are the types of threats we specialize in:
Unauthorized Access
We address issues of unauthorized access to your devices or accounts, identifying the breach points and securing your systems against future intrusions.
Malware
Malware includes viruses, worms, trojans, and spyware that can damage your system, steal sensitive information, or give unauthorized access to attackers. Our experts use advanced techniques to identify and remove all forms of malware effectively.
Phishing
Phishing attacks trick you into revealing personal information through deceptive emails or websites. We help identify and mitigate the damage caused by phishing attempts, ensuring your information remains secure.
Social Engineering
Social engineering attacks manipulate you into divulging confidential information. We educate and protect you against these tactics, ensuring your awareness and safety.
Spyware and Adware
Spyware and adware track your activities and display unwanted advertisements. We efficiently remove these intrusions, restoring your privacy and system performance.
Zero-Day Exploits
Zero-day exploits take advantage of unknown vulnerabilities in your software. Our team stays updated with the latest threats and implements measures to protect against these attacks.
Brute Force Attacks
Brute force attacks aim to crack your passwords through repetitive attempts. We implement robust security measures to defend against such attacks and protect your accounts.
At Hacker Cleanup, we are committed to ensuring your digital safety not only through immediate remediation but also by offering options for ongoing monitoring services to protect against future threats.
Current Offerings
We currently recommend and MalwareBytes Premium for continuous monitoring. This advanced software provides real-time protection against malware, ransomware, and other cyber threats, ensuring your devices remain secure.
Future Offerings
In the near future, we plan to expand our range of continuous monitoring services to include advanced solutions like Huntress and Sentinel One. These services will provide enhanced security features such as:
- Proactive Threat Detection: Identifying and mitigating threats before they can cause harm.
- Comprehensive Reporting: Detailed insights into potential threats and security status.
- Automated Response: Immediate action taken against detected threats to minimize impact.
Customized Recommendations
Our team will work with you to determine the most suitable monitoring service based on your specific needs and risk profile. By assessing your unique situation, we can recommend the best tools and strategies to ensure your ongoing digital safety.
Ongoing Support
We understand that cybersecurity is an ongoing process. Our commitment to your protection extends beyond the initial remediation:
- Regular Updates: Assistance with keeping your security software up-to-date.
- Continuous Improvement: We stay informed about the latest cybersecurity trends and threats to provide you with the most effective protection.
- Customer Assistance: Our support team is available to answer any questions and provide guidance on maintaining your digital security.
At Hacker Cleanup, we understand that timely resolution of cybersecurity issues is crucial for your peace of mind and digital safety. Our goal is to resolve all problems as efficiently as possible. Here’s an overview of our typical process and timeline:
Initial Contact and Assessment
- Immediate Response: We try to always answer the phone durig business hours. If you miss us, or you contact us via email, or our website form, we aim to respond within a few hours.
- Initial Consultation: We schedule a free initial consultation to assess the nature and severity of the threat, typically on the same business day.
Detailed Assessment and Remediation
- In-Depth Analysis: After the initial consultation, we conduct a thorough assessment of your device. This usually takes a few hours to complete.
- Manual Threat Extraction: We begin with manually extracting all notable threats from your device.
- Software-Based Detection and Removal: We follow up with multiple advanced software tools to detect and remove any lingering threats.
Final Review and Optimization
- System Optimization: After the threats have been removed, we perform a final review and optimize your system for enhanced performance and security.
- Completion and Handover: Once the remediation and optimization are complete, we hand over your device and provide detailed instructions on maintaining its security.
Total Turnaround Time
- Typical Cases: Approximately 1 business day
- Severe Cases: Up to 2 business days
Expedited Services
For urgent cases, we offer the option to “skip the line” and receive expedited services for an additional fee. This ensures your issue is prioritized and resolved as quickly as possible.
At Hacker Cleanup, all breach remediation services are performed on a “best effort” basis. While we strive to ensure your computer is 100% clean before returning it to you, there is a possibility that something may have been missed. If this occurs, we will complete the cleanup at no additional charge.
It is important to understand that if you suffer another breach after our cleanup due to your actions and not due to a lingering security issue, that breach remediation will be treated as a new event and will incur its own set of fees.
At Hacker Cleanup, we do not offer refunds. Our services are performed on a “best effort” basis, and we strive to ensure your computer is thoroughly cleaned and secured. If we miss anything during the initial cleanup, we will complete the cleanup at no additional charge.
We are committed to delivering high-quality service and ensuring your digital safety and peace of mind. If you have any concerns about our services, please contact us so we can address them promptly.
At Hacker Cleanup, we are committed to helping you prevent future cybersecurity threats. We offer a printout that discusses how to spot and avoid common scams. Additionally, we recommend using MalwareBytes Premium and MalwareBytes Browser Guard to help reduce the likelihood of future breaches.
