• Frequently Asked Questions

  • Q: How long does your FREE data recovery analysis and media inspection and quotation take?

    A: Usually between 24 and 72 hours depending on the workload of our data recovery lab.

    Q: What if I need my media inspected and quoted urgently?

    A: We offer an urgent inspection and quotation service. We may charge an inspection fee. It hits the top of the inspection queue and we work on it as a priority job until inspected.

    Q: How should I pack my hard drive?

    A: See full media shipping instructions here.

    Q: How do I ship the media to you?

    A: Best way is to drop off your media. Click here to see the address details and directions on how to come to us. Please call 716-539-9555 to setup an appointment prior to bringing the device in.  However for those who can’t do this, they are advised to either use a reliable courier company or pack it according to instructions given here and ship it to us using an insured/trackable service such as USPS Priority Mail or UPS. 

    Q: Do I need to include anything in the package?

    A: You have to print off the shipping form, fill it out, sign it, and include it in the package that contains the device you need recovered.

    Q: How do you classify your recoveries?

    A: Usually we classify them as logical and physical. For more information about different types of data recovery click here.

    Q: Are your costs for data recovery fixed?

    A: Yes. After we inspect the media we will provide you with a quotation (fixed price) no matter how much time and resources have been used to complete the data recovery process the quoted price will not change.

    Q: Are there any catches with your “No Data No Fee” policy?

    A: NONE whatsoever. If we can not recover your data we will not charge you for the attempted recovery process.  A small fee applies for the return of your media.  If you choose not to have the media returned we will destroy it for you free of charge.

    Q: Why do hard drives fail?

    A: Hard drives like other electrical devices have a MTBF (Mean Time Between Failures).  Due to the hard drive architecture, it will eventually fail. Most cases of media failures are either due to physical failure of the media or due to human error.

    Q: How do I know what you have recovered?

    A: If you request, we will call you and review the recovered files with you over the phone or we can email you a small text file as a report (also know as a “snapshot”) of the files and corresponding directories that we have been able to recover.

    Q: How do you ship the data to me in the US?

    A: We use USPS Priority Mail or UPS.  We can also upload your data to an FTP site if you need it asap.

    Q: In what format do you ship the data to me?

    A: Up to ~40Gb we offer free DVD media (Approximately 10 DVD’s). Above ~40Gb charges apply and you may have to buy a USB hard drive from us for the data to be copied. Alternatively you can supply the destination media yourself.

    Q: Can I drop off my hard drive?

    A: Yes you certainly can.   Please call 716-539-9555 to make an appointment.

    Q: What about confidentiality of my data? Is it safe with you?

    A: We are bound by the confidentiality clause in the Terms and Conditions of Service. This agreement is here.

    Q: How do you preserve safety and security of my data?

    A: We store all recovered data on an encrypted SSAN (Secured Storage Area Network).  After you confirm receipt of the recovered files, we wipe the data from the SSAN at a level that will render all data irrecoverable.

    Q: What payment methods do you accept?

    A: We can accept all major credit cards as well as company checks.  Customers who choose to pay by company check must allow 5 working days for clearance prior to collection or delivery.