To request a change to the reputation of a URL, simply fill out and submit the form below.
Reputation as defined and calculated by Webroot is predictive security - sites that are currently infected with Malware or compromised will have low Reputation scores, but so will sites that have exhibited behaviors that make them likely to be security risks in the future. In this way, Webroot protects our users from "zero day" risks.
We often field requests from customers who ask why a new site has a low Reputation score. The reason is that, after being trained on millions of good and bad websites, site "newness" (Age) has been determined - by the MED Machine Learning algorithm - to be a highly weighted and negative determinant of risk. Of the hundreds of thousands of new web sites created every day, a large percentage are plain "junk" - they are Parked or Spamvertised sites. More dangerously, a significant number of them are Malware, Phishing, Adware or Spyware. A very small number are actually legitimate new web sites.
Again, the MED has determined the right "decay time" for sites that were infected with Malware or some other security problem, and the current Reputation score takes that into account. Over time, if the site maintains a clean track record, the Reputation score will improve based on the learning of the MED algorithm and model.
While we have the ability to "whitelist" Reputation scores for sites, we prefer not to do that as it ignores the cumulative security survey of millions of websites. The analogy with a person's FICO score is appropriate - if a person has no credit experience, they have a lower credit score. If a person has a past history of default on payment or bankruptcy, they also merit a lower credit score. The way a person builds up their credit score is to create a clean credit history, which will improve their credit score over time.
Our Web Analysts typically process all requests within 24 - 48 hours after they are received. If you check the Receive Notifications box on the request page, you will receive two emails from us - the first acknowledging that we received your request, and the second after it has been processed and updates published to our systems. There may be an additional delay in receiving your data updates depending on how frequently your specific product gets updates from BrightCloud. Additionally, Palo Alto Networks customers may have to do a "cache flush" for their change to take effect.