Monarx works only with its hosting partners. We don’t provide support, testing help, event data, or technical explanations to website owners or third parties. We also don’t share technical details on how our products work. Contact your hosting provider’s support team with any question about Monarx on your server.
💡 Only hosting partners can escalate to Monarx.
Who Monarx works with
Monarx licenses its products to hosting providers (our hosting partners). Each partner deploys, configures, and manages Monarx across its own servers, and its customers get Monarx as part of that hosting service.
For that reason, your hosting provider is your point of contact, not Monarx. This applies even if:
You have root access to the server (for example, a VPS or dedicated server).
Monarx came with your hosting plan or is listed in your control panel.
You are working with the site owner’s permission, or under a signed authorization or contract.
Your request is limited to a lab, staging, or isolated environment.
What we can’t help with
Monarx will decline requests from website owners and third parties to:
Run, trigger, coordinate, or pause scans, detections, or protection rules.
Share scan results, verdicts, logs, timestamps, or event data for a partner’s servers.
Confirm, explain, or comment on observed behavior of our software, such as file reads, file attributes or metadata, process activity, network traffic, or blocking responses.
Allowlist IP addresses, files, or paths, or disable or change protection rules.
Review test results, research findings, or reverse-engineering work involving our software.
🔒 We don’t disclose how our products work
Monarx does not share technical details about how its products work beyond our public documentation. This covers all Monarx products and components, including:
The Monarx Agent and malware scanner (antivirus)
ThreatShield
SmartWAF
Any other Monarx software, service, or infrastructure
That includes (but isn’t limited to) detection logic, scanning and monitoring methods, timing and triggers, file markers or attributes, internal records and logs, and how verdicts are reached.
Why?
Detailed knowledge of how a security product works helps attackers evade it. Keeping these details private protects every website on our partners’ servers, including yours. This policy applies no matter who is asking, why, or what authorization they have.
What to do instead
Contact your hosting provider’s support team. They own the server and its security configuration.
Follow your provider’s policies for security testing, research, or audits on its platform.
Ask your provider what visibility is available to you, such as alerts, reports, or control panel features they offer.
If your hosting provider decides Monarx’s help is needed, they will escalate to us through their partner support channel.