Initial Setup

After you have purchased Wordfence Care, you will receive a welcome email from our team with instructions on what to do next.

You will use our encrypted form to send us credentials to access your site so that our Customer Service Engineers can set up and configure the Wordfence plugin and connect your site to Wordfence Central.  Once your site is configured, our Security Analysts will perform a security audit. After the security audit, we require you to change the passwords you have sent us.

Note: If you have purchased Wordfence Care because you need immediate Security Incident Response services, you can click the “Get Help” link at the top of the page. Find out about the Incident Response process here.

You are welcome to perform the initial setup and connection to Wordfence Central yourself if you are comfortable doing so, but please note that the Security Audit is mandatory.

Security Audit

The security audit service is a proactive 59-point inspection that covers all aspects of running a secure website. If our Security Analysts find evidence of an infection during an initial audit, they will resolve it via our Incident Response process. Once the audit is complete, we will send you a list of recommendations to help ensure your site’s security. You must follow our recommendations to continue receiving Incident Response services.

Your site will receive annual security audits for as long as you are a Wordfence Care customer.

Hands-on support

You can request support by logging into wordfence.com and opening the LICENSES menu item. Then click on the GET HELP button next to your Care License.

In addition to answering questions, our Customer Support Engineers are available to provide hands-on support for any issues with configuring or troubleshooting the Wordfence plugin on your website. You can click on “Hands-on Installation or Configuration” to request hands-on support.

Note that you will need to provide credentials to your site via our encrypted form. We provide hands-on support during our normal business hours. Our business hours are 9 a.m. to 8 p.m. US Eastern Time, 6 a.m. to 5 p.m. Pacific Time and 2 p.m. to 1 a.m. UTC/GMT, excluding weekends and holidays.

Security Monitoring

Our Security Analysts are alerted whenever a security issue is detected on your site and will contact you within our business hours to begin our Incident Response process if we detect an Indicator of Compromise. Our business hours are 9 a.m. to 8 p.m. US Eastern Time, 6 a.m. to 5 p.m. Pacific Time and 2 p.m. to 1 a.m. UTC/GMT, excluding weekends and holidays.

If your site loses its connection to Wordfence Central, or if we detect a misconfiguration that could impact your site’s security, our Customer Support Engineers will contact you in order to address the issue.

Note that your site must be connected to Wordfence Central in order to receive Security Monitoring and Incident Response services.

Security Incident Assistance

If you are a Wordfence Care customer, incident response services are included with your subscription and are performed during our normal business hours. Our business hours are 9 a.m. to 8 p.m. US Eastern Time, 6 a.m. to 5 p.m. Pacific Time and 2 p.m. to 1 a.m. UTC/GMT, excluding weekends and holidays.

You can request an incident response by logging into wordfence.com and opening the LICENSES menu item. Then on the GET HELP button next to your Care License. Choose “Security Incident Assistance” to get started. Note that you will need to provide credentials to your site via our encrypted form.

You can read more about our Security Incident Response process here.

Using a Wordfence license key on multiple sites

You can use a Wordfence Care license to provide Premium-level protection on staging or development sites of the corresponding production site. If you require incident response services on a staging or development site, or wish to have it audited, there is an additional charge of $199 USD per staging or development site.

Due to the risk of cross-contamination, we are unable to provide Incident Response services for your site if other sites are hosted in the same hosting account. You must either purchase the same service for all sites or delete or move sites that do not require service to another hosting account or server.