Failed servers, dead drives without backups, deadlines that cannot be moved etc.: when your data becomes inaccessible and impedes your progress we prioritise our service. Our priority diagnostics are normally completed within a single business day and we develop a comprehensive plan to rectify the issue from inception to completion, all handled in-house.
Urgent jobs are always placed at the head of the queue and we will inform you of progress on each one.
If your loss of time is costing you money or if a due date is looming, then your job will be given high priority. It is in these situations that we generally work as quickly as possible for our customers.
A server, RAID array or NAS has crashed and you cannot operate (e.g. processing orders; accounts; managing clients/patients; etc.) because your client/patient records are also unavailable.
The only copy of important files has failed on a single disk and this file must be recovered immediately (project/assignment/deadline).
Clicking/dropping out/failure over and over again: every hour it runs there is a growing risk that what was once recoverable becomes unrecoverable.
Using a recovery program, having the disk array reseated, or RAID rebuilt but only halfway through has caused additional damage and now you need somebody to step in and assist with this before something else happens.
Same careful process as every recovery, where in most cases you only pay if we recover your data, however due to its urgent nature, the item is moved to the front of the queue for recovery.
Use our contact form after hours, or call us to speak with one of our staff members during regular working hours. Our representative will walk you through getting your device to us in a safe manner and advise you on what not to do while waiting for assistance.
Immediately upon receiving your device, it will go straight into the lab. We will then determine which component(s) have failed, determine what can possibly be recovered from your media, and provide an estimate of costs involved (usually by the end of the first day).
After you approve the fixed quote, we move your recovery to the top of our priority list. Due to the urgency associated with RAID and server based data recovery issues that are mission critical to businesses, we will work under whatever time constraints are necessary to complete the recovery at the earliest possible opportunity.
Your timeline will be very linear once your unit arrives at our facility, with updates during the course of the recovery, which will allow you to plan accordingly without having to guess when things are going to happen.
Those initial minutes matter. A couple of basic methods protect your information, and a couple of typical errors can make it impossible to retrieve your data.
Turn off your failing drive immediately if it's clicking, grinding, or stuttering. Most of the time, it's running a failing drive that turns recoverable data into lost data.
When an array fails: record bay order prior to removing drives; keep disks as a set. That ordering is what the rebuild depends on.
Explain the situation to us as best you can before trying to do anything about it. Two minutes of talking could help protect your data and may also be beneficial for saving money.
We are available from 9am to 5:30pm, Monday to Friday. If you need help outside these hours there is no need to be concerned: just drop us a line via email or submit our contact form and we will respond immediately as to how we can assist.
Email us anytime regarding the problems that have occurred and we will respond very quickly as to what will happen next and how best to send your unit safely.
Contact us by phone or complete the contact form on our website using some basic information and we will get back to you promptly with an outline of how we can assist you.
Regardless of which method you use to contact us, all enquiries are answered by a dedicated recovery engineer (no queues) and placed at the top of the work list.
Priority processing does not increase your cost. All emergency jobs are processed at the exact same fixed, written price that we would quote for any other recovery. This fee is determined before you incur any charges for time spent working on your recovery and in most cases you only pay for this service if we are successful in recovering your lost data. What you do pay for is speed and concentration: your job will go to the head of the bench and receive the attention of one of our engineers, and a tight, realistic time line will be provided. As always, we offer a complimentary diagnostic to determine what data may be recovered from your failed media and what the cost will be prior to determining whether or not to proceed. Please see our data recovery cost guide and pricing.
Send or drop off your item for a free diagnostic check with a description of the issue. One of our engineers will review the item, then provide you a written quote prior to doing any repairs.
Please obtain a quotation from us by phone or with the form prior to sending/dropping-off your unit. Pack it well and add your contact details. Once we receive your unit we begin with completing a free diagnostic. After completion of the free diagnostic we will provide you with an actual price in writing for the repair before starting any work.
Sending it? The use of a tracked, insured delivery method would be recommended. Alternatively, dropping it off can also be done Monday to Friday, 9am–5:30pm; no prior booking required but do ensure that all items are packed accordingly.
Do you want to know more about the service you are looking for first? If so, please provide some additional information about the problem you are experiencing when completing the form. An engineer will review this and reply with a quote specific to your needs.
We will get back to you soon. If it is urgent, call 028 9002 0144.
Most frequently asked questions while under pressure due to a looming deadline.
Our business hours are Monday to Friday 9am to 5:30pm. If your issue arises outside these hours, simply submit the contact form found on our website and we will provide a comprehensive recovery plan within the shortest possible timeframe. Once your failed media has been received by us, emergency service work will commence immediately.
When a failure has a major impact on your business we will push the job to the top of our queue and attempt to complete the diagnosis the same day the job first arrives so that you receive a detailed plan outlining what may happen and how long it will take before we begin any billable work.
Typically this type of situation involves a server, RAID array, or NAS which has gone down and is causing your business to come to an abrupt stop. Or there is a failed disk which contains the sole copy of mission critical information, or a deadline that can't slip. In all these situations, if downtime costs you money, we consider them high-priority.
No, emergency work has the same fixed, written price as any other data recovery, agreed before work starts. The cost of the emergency service includes the cost of expediting the project and getting the turnaround done quickly, but not as a premium. And in most cases you only have to pay if we are successful in recovering your data.
Stop rebuilding and turn off the machine. Most failures resulting in total loss result from an unsuccessful rebuild. Remove the drives from the unit, label each drive by position (bay) in the unit, and send them to us. Contact us and we will be happy to guide you through the process.
Contact us either via phone during working hours, or via our online contact form at any time. We will expedite your project and outline exactly what we intend to do to resolve your issue from the onset.