How much will it cost to recover my data?
It is difficult to give an exact price, but once we complete our evaluation, you will be given a no obligation quote of the exact cost of recovery. In some instances, when an evaluation is not possible, you will be given a fixed price quotation for your data loss scenario.
How long does the evaluation take?
Typically, the evaluation takes up to 24 hours to complete. After the evaluation is complete we can provide you with a summary of the damage found and the fixed price for your recovery.
How long is the standard turnaround time for data recovery?
On average, standard turnaround time is 5-10 10 working days. If you need your data back more urgently we also offer expedited Priority and Emergency service levels to help get your data back more quickly.
Do I need to ship in my whole laptop/desktop?
No, we only need the hard drive.
Can I drop off failed media?
Yes, you can drop off your device off. Our address can be found on our website, https://www.ontrack.com/en-au/contact. We also have several Drop Off locations around Australia that can receive your device, package it up and express ship it to our lab location in Brisbane.
Alternatively, we can provide you with an Australia Post shipping label to allow you to send the drive in to us at no cost.
Do I get free shipping both ways?
Yes, we cover the costs if shipping the device in at the start of the process, and return shipping once the process is completed.
Do you return my original media to me once you're finished?
Yes, we can return your media to you. Alternatively, we can securely dispose your media, if you do not require it to be returned to you. Please contact your Data Services Representative for details.
My data is very sensitive, is your company secure?
Ontrack’s Labs are ISO 27001 Certified. Ontrack also receives an annual SOC 2 (formerly SAS 70 II) report from a certified audit firm.
Will the drive manufacturer honour their warranty if you open my drive?
Ontrack has agreements with most manufacturers to allow us to complete data recovery work on devices without voiding the warranty. If you have any concerns though, it's good to check with your Hard Drive manufacturer first.
Is your clean room certified?
Yes, Ontrack's clean rooms are Class 100 certified. A clean room is a room in which dust particles are strictly reduced and controlled.
Can I supply my own backup drive?
Due to Ontrack’s security policies, customer supplied back up media is not allowed. For most recoveries, we include backup media in the cost. Please ask Ontrack for a quote if you require multiple back-ups.
What if my drive is encrypted?
Ontrack will need the encryption keys/passcode to recover the data from your device.
Does Ontrack look at my data?
No, Ontrack does not open any of your files. During the recovery process we generate a report of all recoverable data that can confirm the state of each file.
Can you just take the platters out and put them in a new drive?
No, every drive has unique firmware and electronics. Ontrack engineers will use their expertise and experience to recover the data using the most relevant techniques.
If I only select a few files to be recovered, does it lower the price?
No, your fee is based on the recovery efforts of the overall device. Generally, the same amount of work is required to recover data from a drive whether we're recovering 1 file or 100,000 files.
Is the price based on the amount of data?
No, data recovery fees are based on the effort to recover the data.
How will I get the data back?
We will copy your data to an encrypted external drive.
Will you recycle my original media?
In most cases we will return your failed device in as close as possible to the state we received it. If you would prefer, Ontrack can securely dispose your failed drive or phone at your request. Please advise your Data Services Representative.
How long do you keep my data?
After shipment, the data is stored on our servers for 30 days to allow you enough time to receive the recovered data and make a second copy. If required, we can erase at an earlier time. Please contact your Data Services Representative.
What brand of drive does Ontrack recommend?
Ontrack does not recommend any brand in particular.
What’s the best way to back-up my data
We recommend using a trusted IT service Provider to help you with your back-ups. Ontrack have a wide partner network so Please ask if you would like a recommendation in your area.
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