First response from an engineer within 5 hours, Monday to Friday, 8am to 8pm. “Response” means talking to an engineer, not an automated acknowledgement.

Not before speaking with us. Shutting down destroys volatile evidence and does not remove persistence. We move the site into controlled maintenance instead.

You keep the diagnostic report and nothing else is billed. If you prefer, the amount paid becomes a credit towards preventive hardening.

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.