Shopify hosts your store, but not all of your risk: malicious apps, hijacked staff accounts, brand phishing, tampered themes. The method differs; the standard does not.
Any one of these signals warrants triage. It is included and billed only if an engagement starts.
Confirmed compromise or false positive? Scope, exposed data, legal obligations. Engagement authorisation signed online, secure access established.
App and permission audit, store activity log, theme and scripts, staff accounts and multi-factor authentication, DNS and email configuration.
App and session revocation, credential rotation with mandatory multi-factor authentication, theme cleanup, phishing site takedown procedure.
Integrity probes and automated watch for 30 days, with an alert channel validated by a real end-to-end test.
Published rates, signed scope, best-efforts obligation stated in writing.
First response from an engineer within 4 business hours, 7 days a week. For confirmed emergencies, triage begins as soon as the engagement authorisation is signed online.
Not before speaking with us. Shutting down destroys volatile evidence and does not remove persistence. We move the site into controlled maintenance instead.
Triage is included: if no engagement starts, it is not billed.
No — and be wary of anyone who promises that. We are bound by a best-efforts obligation stated in the contract: industry standards, a defined scope, and 30 days of monitoring to verify the eradication holds.
Yes, as an option: we assemble remediation evidence in the expected format, file the review request and follow it through to removal of the flag — the same process applies to cyber insurance claims.
An engineer replies within 4 business hours — immediately for confirmed emergencies.
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Remote engagements across Europe — EN / FR / ES / IT / PT / PL / HU / CS